Head of Marketplace Experience at Delivery Hero

Taguig, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

22 Sep, 26

Salary

0.0

Posted On

24 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Stakeholder Management, Matrix Leadership, Vendor Operations, Customer Experience Innovation, KPI Management, Team Leadership, Data Analysis, Strategic Planning, Operational Excellence, Roadmap Prioritization, Cross-functional Collaboration, Resource Optimization

Industry

technology;Information and Internet

Description

Company Description foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index. Job Description Strategic Matrix Leadership Local-to-Regional Bridge: Act as the primary liaison between PH operations and regional leadership to ensure global strategies are localized effectively. Stakeholder Management: Foster trust with local stakeholders and regional senior leaders to align operational improvements with broader business goals. Strategic Translation: Translate regional marketplace product roadmaps into executable plans tailored to the unique PH vendor and customer landscape End-to-End Vendor & Marketplace Operations Lifecycle Ownership: Own the complete vendor operations lifecycle, ensuring seamless integration and performance across the PH marketplace. Onboarding & Incubation: Ensure all vendor onboarding and incubation operational targets meet high standards of quality, implementing course corrections as needed. Friction Reduction: Design and streamline touchpoints to reduce friction for vendors, directly impacting their success and satisfaction. Support Experience & CX Innovation Multi-Stakeholder Focus: Optimize the experience for vendors, customers, and riders, ensuring a frictionless delivery chain. Support Strategy: Own the entire support experience, from design to execution, including footprint and channel strategy. Roadmap Prioritization: Prioritize a roadmap for experience enhancements, executing them in a structured, data-driven manner. Voice of the Customer: Champion the "Voice of the Customer" to influence policies that meet both local PH and regional needs Accountability for Metrics & KPIs Service Operations: Maintain full accountability for contact rate, cost per contact, and automation rates. Performance Monitoring: Drive line-of-business performance and all customer satisfaction-related KPIs (NPS/CSAT). Operational Rigor: Use data visualization and analytics to monitor complex KPIs and drive data-driven decision-making Team Management (7+) Direct People Leadership: Manage, mentor, and develop a team of marketplace managers and specialists. Performance Excellence: Ensure all ground-level teams consistently meet or exceed productivity benchmarks and output goals. Quality Assurance: Maintain a rigorous focus on "right quality" standards, implementing real-time training and course corrections. Resource Optimization: Strategically align team efforts with local PH requirements and regional needs to ensure efficient resource allocation Qualifications Experienced Leader: 7+ years of experience in high-growth tech, e-commerce, or Q-commerce (Quick Commerce) environments. Matrix Organization Proficiency: Proven ability to navigate a matrixed organization, juggling local requirements with central strategies. Analytical Rigor: Data-driven innovator skilled at managing complex KPIs and holding a high bar for quality. Operational Excellence: Experience managing teams and a track record of driving meaningful change through cross-functional collaboration. Thrives in Speed: Comfortable in a fast-paced environment with the ability to lead transformative support strategies

Responsibilities

Lead the end-to-end vendor and marketplace operations lifecycle in the Philippines, acting as a bridge between local operations and regional leadership. Drive customer and vendor satisfaction by optimizing support strategies and managing key performance metrics.