Quick Commerce Marketplace Experience Lead
Delivery Hero · Budapest, Hungary
A foodora a Delivery Hero Group, a világ vezető kiszállítási platformjának része. Küldetésünk, hogy fantasztikus rendelési élményt nyújtsunk – gyorsan, egyszerűen és egyenesen az ajtódhoz. Világszerte körülbelül 65 országban működünk. A Delivery Hero Group központja Berlinben, Németországban található, és 2017 óta jegyzik a frankfurti tőzsdén, valamint az MDAX részvényindex része.
End-to-End Vendor Operations & Performance
- Own the complete vendor operations lifecycle, ensuring seamless integration and performance across the marketplace.
- Manage ground-level operational teams, taking direct responsibility for their performance, productivity, and output.
- Ensure all operational targets are met with the highest standards of quality, implementing course corrections where necessary to maintain service excellence.
- Design and streamline touchpoints to reduce friction for vendors, directly impacting their success and satisfaction on the platform.
Support Experience Ownership & Strategy
- Own the entire support experience, from design to execution, including footprint and channel strategy.
- Develop and implement solutions that drive long-term value, improve policies, and increase customer satisfaction.
- Prioritize a roadmap for experience enhancements, executing them in a structured, data-driven, and efficient manner.
Accountability for Metrics & KPIs
- Maintain full accountability for QComm Service Operations metrics.
- Monitor and drive line-of-business performance and all customer satisfaction-related KPIs.
- Champion the "Voice of the Customer" to influence policies and enhancements that meet local and regional needs.
Stakeholder Management & Transformative Leadership
- Provide strategic leadership for transformative support strategies, fostering trust with local stakeholders and regional senior leaders.
- Lead cross-functional initiatives to align operational improvements with broader strategic business goals.
- Strategic Influencer: You have a proven track record of driving results in a matrixed environment without direct reporting lines.
- Data-Driven Innovator: You don't just report on KPIs, you deconstruct them to find the "why" and build a roadmap to fix them.
- QComm Specialist: Deep understanding of the Quick Commerce or Marketplace ecosystem, specifically regarding customer experience and vendor operations.
- Stakeholder Mastery: Exceptional communication skills with the ability to manage expectations across local ground teams and regional executive leadership.
- Agility: Comfortable navigating high growth environments where speed and precision are equally valued.