Quick Commerce Marketplace Experience Lead
Employer · Delivery Hero
Department manager
Office and call centre supervisor
Sales and marketing managerFull-timeBudapest
As a Quick Commerce Marketplace Experience Lead at foodora (Delivery Hero Group), you will own the complete vendor operations lifecycle, manage ground-level operational teams, and drive the support experience strategy to ensure service excellence and customer satisfaction.
Tasks
- 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
- Design and streamline touchpoints to reduce friction for vendors
- 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 in a structured, data-driven, and efficient manner
- Maintain full accountability for QComm Service Operations metrics and all customer satisfaction-related KPIs
- Champion the Voice of the Customer to influence policies and enhancements
- Provide strategic leadership for transformative support strategies and lead cross-functional initiatives
Requirements
- Strategic Influencer: proven track record of driving results in a matrixed environment without direct reporting lines
- Data-Driven Innovator: deconstruct KPIs to find the why and build a roadmap to fix them
- QComm Specialist: deep understanding of the Quick Commerce or Marketplace ecosystem 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