Quick Commerce Marketplace Experience Lead

About the role

Delivery Hero, part of the foodora group, is hiring a Quick Commerce Marketplace Experience Lead in Budapest. The role owns the end-to-end vendor operations and performance, the support experience and its strategy, and the key metrics and stakeholder relationships for the marketplace.

Key responsibilities

• Own the complete vendor operations lifecycle, managing ground-level teams and ensuring operational targets are met with high quality
• Design and streamline vendor touchpoints to reduce friction and improve vendor satisfaction
• Own the support experience from design to execution, including footprint and channel strategy, and develop solutions that improve policies and customer satisfaction
• Prioritise a data-driven roadmap for experience enhancements
• Account for QComm Service Operations metrics and drive customer satisfaction KPIs
• Champion the Voice of the Customer to shape policies and enhancements
• Lead cross-functional initiatives and build trust with local stakeholders and regional senior leaders

Required profile

• Proven track record of driving results in a matrixed environment without direct reporting lines
• Deep understanding of the Quick Commerce or marketplace ecosystem, especially customer experience and vendor operations
• Exceptional communication skills with local ground teams and regional executives
• Comfortable working in high-growth environments