DELIVERY HERO APAC PTE. LIMITED | Director Marketplace Experience

7 hours ago

Singapore DELIVERY HERO APAC PTE. LIMITED Full time

“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.
#J-18808-Ljbffr

  • Director Marketplace Experience

    4 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...

  • Director Marketplace Experience

    5 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...

  • SAP FICA Financial Accounting Specialist

    2 weeks ago

    Singapore DELIVERY HERO APAC PTE. LIMITED Full time

    We are seeking a highly skilled SAP FICA Financial Accounting Specialist to join our team at DELIVERY HERO APAC PTE. LIMITED. This role offers an exciting opportunity to work with cutting-edge technology and be part of a dynamic company that is shaping the future of food delivery.About UsDELIVERY HERO APAC PTE. LIMITED, a subsidiary of Delivery Hero, is a...

  • SAP BRIM Implementation Specialist

    2 weeks ago

    Singapore DELIVERY HERO APAC PTE. LIMITED Full time

    DELIVERY HERO APAC PTE. LIMITED is seeking a highly skilled SAP BRIM Implementation Specialist to join our team in Singapore. This is a challenging role that requires expertise in designing, implementing, and configuring SAP BRIM solutions for various industries.About the Role:We are looking for an experienced professional who can work independently as well...

  • SAP BRIM Implementation Expert

    1 week ago

    Singapore DELIVERY HERO APAC PTE. LIMITED Full time

    The opportunity to drive business growth with innovative SAP solutions has emerged at DELIVERY HERO APAC PTE. LIMITED, a leading local delivery platform operating in Asia, Europe, Latin America, the Middle East, and Africa.We are seeking a skilled SAP BRIM Implementation Expert to join our team. This is a dynamic role that will play a crucial part in shaping...

  • SAP BRIM Implementation Expert

    2 weeks ago

    Singapore DELIVERY HERO APAC PTE. LIMITED Full time

    About Delivery Hero APAC PTE. LIMITEDAt Delivery Hero, we are on a mission to become the most loved everyday food and groceries destination. Our platform operates in more than 400 cities across 11 markets, offering a wide range of products from restaurants-partners, cloud kitchens, and cloud grocery stores.Job Title: SAP BRIM Implementation ExpertSalary...

  • SAP BRIM Implementation Specialist

    2 weeks ago

    Singapore DELIVERY HERO APAC PTE. LIMITED Full time

    About Delivery Hero APAC PTE. LIMITEDAt Delivery Hero APAC PTE. LIMITED, we are a leading local delivery platform operating in 70+ countries worldwide.About the JobWe are seeking a skilled SAP BRIM Implementation Specialist to join our team in the EMEA region. As a key member of our implementation team, you will be responsible for implementing SAP BRIM...

  • Senior SAP FICA Specialist

    2 weeks ago

    Singapore DELIVERY HERO APAC PTE. LIMITED Full time

    About the Role:SAP Implementation Consultant, DELIVERY HERO APAC PTE. LIMITED is seeking a seasoned Senior SAP FICA Specialist to join our dynamic team in Singapore. In this challenging and rewarding position, you will be responsible for designing, configuring, and implementing SAP FICA processes for our clients across Asia Pacific.The ideal candidate will...

  • SAP FICA Consultant

    2 weeks ago

    Singapore DELIVERY HERO APAC PTE. LIMITED Full time

    Join our dynamic team as a SAP FICA ConsultantWe are seeking an experienced SAP FICA consultant to join our team at DELIVERY HERO APAC PTE. LIMITED, where you will play a key role in implementing and supporting SAP FICA processes for our global operations. As a seasoned professional with a minimum of 3 years of hands-on experience in SAP FICA implementation...

  • SAP FICA Financial Accounting Expert

    1 week ago

    Singapore DELIVERY HERO APAC PTE. LIMITED Full time

    We are seeking a highly skilled SAP FICA Financial Accounting Expert to join our team at Delivery Hero APAC PTE. LIMITED.About the RoleThis is an exciting opportunity to work on high-profile projects and contribute to the growth and success of our company.The ideal candidate will have extensive experience in implementing and supporting SAP FICA processes,...

  • Consultant , SAP BRIM

    2 weeks ago

    Singapore DELIVERY HERO APAC PTE. LIMITED Full time

    Roles & ResponsibilitiesCompany Description“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...

  • Vice president, head of legal

    1 month ago

    Singapore Delivery Hero Full time

    Company Description As the world’s pioneering 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, designed by people. As one of Europe’s largest tech platforms, we enable creative minds to deliver solutions that create impact within our...

  • Strategic Public Affairs Specialist for Food Delivery Industry

    2 weeks ago

    Singapore DELIVERY HERO (SINGAPORE) PTE. LTD. Full time

    About DELIVERY HERO (SINGAPORE) PTE. LTD.We are a leading player in the food delivery industry, operating in 40+ markets worldwide with over 18,000 employees and 500,000+ restaurant partners.

  • Consultant / Senior Consultant, SAP FICA

    3 months 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...

  • Lead, public affairs

    4 weeks ago

    Singapore DELIVERY HERO Full time

    “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...

  • Senior Public Affairs Specialist

    2 weeks ago

    Singapore DELIVERY HERO (SINGAPORE) PTE. LTD. Full time

    Delivering a seamless customer experience in the world of food delivery and grocery is at the heart of our mission at DELIVERY HERO (SINGAPORE) PTE. LTD.As a leading player in Asia's food and grocery delivery market, we are looking for a highly skilled Senior Public Affairs Specialist to join our team in Singapore. With over 400 cities across 11 markets...

  • Executive Culinary Director

    2 weeks ago

    Singapore HERO HOLDINGS PTE. LTD. Full time

    About the RoleWe are seeking a highly skilled and experienced Executive Culinary Director to join our team at HERO HOLDINGS PTE. LTD.Responsibilities:Culinary LeadershipDirect and control all culinary operations, ensuring high-quality dishes are prepared efficiently.

  • Public Affairs Strategist for Sustainable Growth

    2 weeks ago

    Singapore DELIVERY HERO (SINGAPORE) PTE. LTD. Full time

    Job Description:About the Role:We are seeking a highly driven and motivated Lead, Public Affairs to join our Singapore team at Delivery Hero (Singapore) Pte. Ltd. to drive foodpanda's public affairs objectives.Responsibilities:Develop and execute public policy and advocacy strategies in partnership with foodpanda business verticals, industry associations,...

  • Public Affairs Strategist

    1 week ago

    Singapore DELIVERY HERO (SINGAPORE) PTE. LTD. Full time

    Company OverviewDELIVERY HERO (SINGAPORE) PTE. LTD., a leading global food delivery company, is seeking an experienced Public Affairs Strategist to join our Singapore team.About the RoleWe are looking for a highly driven and motivated individual to lead our public affairs objectives in Singapore. As a key member of our team, you will be responsible for...

  • Executive Culinary Director

    2 weeks ago

    Singapore HERO HOLDINGS PTE. LTD. Full time

    Job OverviewWe are seeking an exceptional Executive Culinary Director to lead our culinary team at HERO HOLDINGS PTE. LTD.The successful candidate will have a deep understanding of the culinary industry, with extensive experience in kitchen management and leadership. As a seasoned chef, you will be responsible for overseeing menu development, food quality,...