Head of Marketplace Experience

Delivery Hero; Philippines; On-site; PHP 3,000,000 - 5,000,000; Full time

Job summary

Delivery Hero's foodpanda operation in the Philippines seeks an experienced leader to bridge local operations with regional strategy, driving localization of global initiatives across the PH marketplace.

The role centers on vendor and marketplace operations, onboarding, friction reduction, and a data-driven CX approach, with accountability for core KPIs and a high-performing, matrix-enabled team. You will mentor marketplace managers and influence cross-functional partners.

Qualifications

• 7+ years of leadership in high-growth tech, e-commerce, or Q-commerce environments.
• Ability to navigate a matrixed organization with local and central strategies.
• Data-driven with a strong focus on KPI quality and performance.
• Experience leading cross-functional teams and implementing change.
• Comfortable in a fast-paced environment guiding support strategies.

Responsibilities

• Liaise between PH operations and regional leadership to localize global strategies.
• Manage relationships with local stakeholders and regional senior leaders to align improvements.
• Translate regional product roadmaps into executable PH vendor/customer plans.
• Own vendor operations lifecycle across the PH marketplace for performance.
• Oversee onboarding and incubation of vendors to meet quality targets.
• Design processes to reduce friction for vendors and improve satisfaction.
• Lead cross-functional delivery of vendor and customer experience initiatives.
• Monitor KPIs like contact rate, cost per contact, and CSAT/NPS; drive improvements.
• Direct and mentor a team of marketplace managers and specialists.
• Ensure real-time training and resource optimization for PH needs.

Skills

Experienced Leader

Matrix Organization Proficiency

Analytical Rigor

Operational Excellence

Thrives in Speed

Job 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