foodora is part of the Delivery Hero Group, which is the world's pioneering delivery platform. Our mission is to provide a fantastic ordering experience – fast, simple, and right to the door. We operate in more than 70 countries worldwide. The Delivery Hero Group is headquartered in Berlin, Germany, has been listed on the Frankfurt Stock Exchange since 2017, and is part of the MDAX stock index.
The Head of Marketplace Experience is a critical leadership role dedicated to optimizing the end-to-end experience for vendors, customers, and riders, with accountability for key service and customer experience metrics and budget. This individual will lead a team of marketplace experience managers and will implement initiatives, leveraging cross-functional collaboration, to reduce friction and enhance overall support experience. The Head of Marketplace Experience will play a key role in shaping operational strategies and customer-centric improvements that align with Pandora’s business goals.
Main responsibilities
Own marketplace experience performance and strategy: Lead marketplace performance across customer, vendor, and rider journeys. Monitor key business metrics, identify opportunities and risks, and drive initiatives that improve marketplace health and support business objectives.
Drive operational performance and KPI delivery: Accountable for marketplace experience and operational metrics, including customer, vendor, and rider satisfaction, contact rate, service cost efficiency, onboarding performance, vendor activation, and other key KPIs. Align stakeholders and execute actions to deliver sustainable improvements.
Lead and develop the Marketplace Experience team: Manage, coach, and develop a team of Marketplace Experience Managers, fostering a culture of accountability, collaboration, and continuous improvement.
Champion customer, vendor, and rider insights: Act as the voice of customers, vendors, and riders by leveraging data and feedback to identify pain points, influence decisions, and drive experience improvements.
Adapt and implement strategic initiatives: Partner with regional and central teams to localize and execute marketplace experience best practices, frameworks, and strategic initiatives, ensuring they are effectively adapted to local market needs and deliver measurable impact.
Build cross-functional partnerships: Collaborate closely with local and regional stakeholders across Operations Excellence, Service Delivery, Vendor Operations, Product, and other functions to align priorities, influence decisions, and drive business outcomes.
Set priorities and ensure execution excellence: Define and manage a roadmap of marketplace experience initiatives based on customer needs and business impact, balancing immediate performance improvements with long-term strategic goals
The ideal candidate is an experienced leader who is data-driven, innovative, and passionate about transforming customer experience capabilities. They thrive in a fast-paced environment, are skilled in managing metrics and KPIs, and excel in cross-functional collaboration to drive meaningful, customer-focused change.
Your Benefits
As the world’s leading local delivery platform, our mission is to deliver an amazing experience, fast, easy, and to your door. We operate in over 70+ countries worldwide, powered by tech but driven by people. As one of Europe’s largest tech platforms, we enable ambitious talent to deliver solutions that create impact within our ecosystem. We move fast, take action, and adapt. No matter where you’re from or what you believe in, we build, we deliver, we lead. We are Delivery Hero.
