Head of Marketplace Experience

About the role

foodpanda, part of the Delivery Hero Group, is looking for a Head of Marketplace Experience in Hong Kong. The role acts as the bridge between local operations and regional leadership, owns the end-to-end vendor and marketplace operations lifecycle, and leads the support experience and customer experience strategy.

Key responsibilities

• Act as the primary liaison between local operations and regional leadership, translating regional marketplace product roadmaps into executable plans for the local vendor and customer landscape.
• Foster trust with local stakeholders and regional senior leaders to align operational improvements with business goals.
• Own the complete vendor operations lifecycle, including onboarding and incubation targets, and streamline touchpoints to reduce friction for vendors.
• Own the support experience from design to execution, including footprint and channel strategy, and prioritize experience enhancements in a data-driven way.
• Champion the Voice of the Customer to influence policies that meet local and regional needs.
• Account for service metrics such as contact rate, cost per contact and automation rates, and drive customer satisfaction KPIs (NPS/CSAT) using data visualization and analytics.
• Manage, mentor and develop a team of marketplace managers and specialists, ensure teams meet productivity benchmarks, maintain quality standards and align resources with local and regional needs.

Required profile

• 7+ years of experience in high-growth tech, e-commerce or quick commerce (Q-commerce) environments.
• Proven ability to navigate a matrixed organization while balancing local requirements with central strategies.
• Data-driven approach to managing complex KPIs and a track record of leading teams and driving change through cross-functional collaboration.
• Comfortable working in a fast-paced environment and leading support strategies.