Vendor Experience Manager

foodpanda, a part of the Delivery Hero Group, is a leading local delivery platform operating in approximately 65 countries worldwide. Headquartered in Berlin, Germany, our mission is to deliver an amazing experience—fast, easy, and directly to customers' doors. Delivery Hero has been publicly listed on the Frankfurt Stock Exchange since 2017 and is a constituent of the MDAX stock market index.

Key Responsibilities

- Own the end-to-end vendor onboarding experience, ensuring a smooth and efficient process for new partners.
- Manage and enhance vendor device management on the platform to guarantee timely and seamless performance for all partners.
- Ensure the delivery of high-quality content for partners to boost customer conversion rates.
- Oversee vendor performance analysis, identify optimization opportunities, and recommend process improvements to elevate the vendor experience.
- Lead the implementation of service functions addressing vendor pain points across pre-delivery, live, and post-delivery stages, ensuring an outstanding vendor experience.
- Collaborate closely with cross-functional teams to analyze vendor touchpoint feedback, organize insights, and suggest actionable process improvements.
- Manage internal stakeholder relationships to set clear expectations and influence decision-making effectively.
- Partner with the Shared Service Centre to implement regional and global best practices in vendor experience management.
- Work alongside product rollout teams to ensure smooth and successful launches of new vendor products.
- Monitor and identify factors impacting vendor satisfaction, proactively leveraging positive influences and mitigating negative ones.

Required Qualifications

- A minimum of 5 years’ experience in analytical roles, particularly within customer or vendor experience, support, and operations management.
- Proven hands-on experience in delivering projects from initiation through to completion.
- Strong ability to analyze data and utilize insights to inform decision-making and drive process improvements.
- Proficiency in Excel is essential; experience with SQL, Tableau, and Google Data Studio is considered an advantage.

This role offers the opportunity to work within a dynamic, global delivery platform where innovation and operational excellence are prioritized. The successful candidate will play a critical role in enhancing vendor relationships and contributing to the overall success of the platform.