Head of Marketplace Experience

Delivery Hero
Hong Kong
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 7+ yearsSkills: ["Data-driven","Analytical rigor","Stakeholder management","Leadership","Operational excellence"]

Own the end-to-end vendor and marketplace operations lifecycle, translating regional marketplace product roadmaps into executable plans. Lead support experience and CX innovation across vendors, customers, and riders, using data-driven prioritization to improve friction and performance. Drive operational rigor and accountability for key KPIs (contact rate, cost per contact, automation rates, NPS/CSAT) while managing, mentoring, and developing a team of marketplace managers and specialists.

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Delivery Hero
Delivery Hero
14 hours ago

Head of Marketplace Experience

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Own the end-to-end vendor and marketplace operations lifecycle, translating regional marketplace product roadmaps into executable plans. Lead support experience and CX innovation across vendors, customers, and riders, using data-driven prioritization to improve friction and performance. Drive operational rigor and accountability for key KPIs (contact rate, cost per contact, automation rates, NPS/CSAT) while managing, mentoring, and developing a team of marketplace managers and specialists.
Location: Hong Kong
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Sr. Director level

Key Responsibilities

  • •Act as the primary liaison between local operations and regional leadership to localize global strategies.
  • •Own the complete vendor operations lifecycle, including onboarding and incubation targets with continuous course correction.
  • •Design and streamline vendor touchpoints to reduce friction and improve vendor success and satisfaction.
  • •Own the support experience end-to-end (design to execution), including footprint and channel strategy, and prioritize an experience enhancement roadmap.
  • •Manage and mentor a team of marketplace managers and specialists, ensuring productivity benchmarks, right-quality standards, and effective resource allocation.

Key Requirements

  • •7+ years of experience in high-growth tech, e-commerce, or Q-commerce environments.
  • •Proven ability to navigate and lead in a matrixed organization, balancing local requirements with central strategies.
  • •Data-driven mindset with experience managing complex KPIs and maintaining a high bar for quality.
  • •Track record of managing teams and driving meaningful change through cross-functional collaboration.
  • •Comfort operating in a fast-paced environment while leading transformative support and experience strategies.
Experience:7+ yearsHigh-growth techE-commerceQ-commerceQuick Commerce
Skills:Data-drivenAnalytical rigorStakeholder managementLeadershipOperational excellence
Languages:English
Tech Stack:Data visualizationAnalytics

Company Brief

Delivery Hero
Global online food-ordering and local delivery platform operating multiple regional brands (e.g., Foodpanda, Glovo, Talabat) across 50–70+ countries, supplying food and quick-commerce deliveries via marketplace and logistics services.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Berlin, Germany
Founded: 2011
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Glassdoor: 3.4
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