Director Marketplace Experience

3 days ago

Singapore DELIVERY HERO APAC PTE. LIMITED Full time
Roles & Responsibilities

“To be the most loved everyday food and groceries destination” - that’s our mission at foodpanda (small ‘f’).

foodpanda is the largest food and grocery delivery platform in Asia, outside of China. Operating in more than 400 cities across 11 markets, we continue to expand and grow in our core food delivery business, as well as in new verticals like grocery deliveries, with a strong tech infrastructure at our core. From our restaurants-partners, cloud kitchens and cloud grocery stores — foodpanda is just one tap away, getting everything you need into your hands quickly and conveniently

If you love working with technology to create solutions and are not afraid to roll up your sleeves to get things done, you will find your tribe here at foodpanda. foodpanda comprises of people from more than 60 nationalities, and we believe in winning through diversity.
foodpanda is part of the Delivery Hero Group, the world’s leading local delivery platform operating in 70+ countries worldwide.


Job Description


The Director Marketplace Experience is a senior leadership role responsible for setting and executing the marketplace experience strategy across multiple countries within the region. This role leads a team of marketplace heads and their teams and collaborates with country teams to deliver a consistent, high-quality experience for vendors, customers, and riders. The Director Marketplace Experience APAC will work at a strategic level to drive transformative change, ensure alignment with organizational goals, and optimize customer-centric practices across the region.


Main responsibilities:

  • Regional Strategy and Leadership: Define and execute the marketplace experience strategy across APAC
  • Lead efforts to set standards, establish best practices, and drive alignment across multiple countries. Focus on creating a cohesive, exceptional experience for vendors, customers, and riders.
  • Transformative Change Management: Spearhead transformative initiatives across the region to address key pain points, improve service operations, and drive continuous improvements. Engage with senior leadership to advocate for customer-centric solutions that enhance efficiency and reduce friction across markets.
  • Leadership of Regional Marketplace Teams: Oversee and mentor a team of Marketplace Experience Heads in various countries. Guide each team to ensure they meet and exceed local performance goals while aligning with regional objectives. Provide support and development opportunities to build a high-performing team.
  • Metrics Accountability and Performance Management: Own and monitor critical service and customer experience metrics at the regional level, such as contact rates, automation levels, line of business performance, and customer satisfaction. Drive regional strategies to improve KPIs and ensure consistency in customer experience across all countries.
  • Stakeholder Engagement and Cross-Functional Collaboration: Serve as the primary point of contact for senior regional stakeholders. Build strong partnerships with Product, Operations, and Customer Support teams to drive collaborative, cross-functional efforts that support the marketplace experience strategy.
  • Voice of the Customer in Regional Strategy: Champion the Voice of the Customer at the regional level, integrating feedback and insights from each market to influence product design, policy decisions, and process improvements. Advocate for customer needs and ensure regional alignment with organizational values.
  • Resource Allocation and Prioritization: Develop a strategic plan for resource allocation and prioritize initiatives that have the highest impact on the customer experience across the region. Work closely with country heads to ensure optimal use of resources and alignment with local market needs.
  • Process Optimization and Scalability: Identify opportunities to streamline and scale marketplace processes across the region, leveraging data-driven insights to develop scalable solutions. Drive efficiency by implementing standardized processes and best practices that improve the marketplace experience across all countries.

Qualifications:

  • Minimum 12 years of experience in Customer Experience, Operations Management, or a related field, with recent focus on end-to-end support experience across multi-sided marketplaces (e.g., vendors, customers, riders).
  • Proven track record in leading cross-functional teams and driving large-scale transformation initiatives that improve customer experience and reduce operational friction.
  • Strong background in data-driven decision-making, with experience in managing and optimizing service metrics (e.g., contact rate, automation rate, customer satisfaction KPIs).
  • Demonstrated ability to prioritize and execute on customer experience improvements in a structured, efficient, and measurable way.
  • Excellent stakeholder management skills, with the ability to build trust and collaborate effectively with senior leaders, regional teams, and local stakeholders.
  • Skilled in navigating complex, fast-paced environments with a focus on balancing customer-centric strategies and operational efficiency.
  • Location preferably in key operational markets within the region, with flexibility for travel as needed to support regional initiatives.

Tell employers what skills you have

Tactics
Grocery
Scalability
Product Design
Customer Experience
Customer Support
Large Scale Systems
Operations Management
Merchandising
Stakeholder Engagement
Business Strategy
Accountability
Customer Satisfaction
Process Optimization
Business Transformation
Performance Management
Facilities Management
Ability to Prioritize

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