Delivery Hero

1 week ago

Regional Performance Lead for PLECA - Customer, Rider, Partner Experience [Customer Service]

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Own the regional performance narrative for Marketplace Experience, driving governance across key KPIs including Experience-Driven Value Loss, Cost-to-Serve/Recover, and the Retention Gap. Identify structural value-loss drivers across customer, rider, and partner journeys, quantify financial impact, and partner cross-functionally with country MDs, Operations, Service, Finance, and Global HQ to translate experience priorities into measurable improvements.

Location: Barcelona

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Own and drive regional Marketplace Experience KPIs: Experience-Driven Value Loss, Cost-to-Serve/Recover, and Retention Gap
•Identify structural drivers of value loss across customer, rider, and partner journeys and quantify financial impact
•Challenge regional teams on inefficiencies and ensure action plans with measurable outcomes
•Prioritize high-ROI interventions and reallocate focus toward the biggest experience and cost levers
•Lead regional performance reviews with GMs and senior stakeholders, and escalate systemic marketplace issues to Global teams

Key Requirements

•5+ years of experience in performance, strategy, operations, or analytical roles
•Strong ability to connect operational metrics to financial impact
•Experience influencing cross-functional stakeholders without direct authority
•Structured problem-solving with strong analytical capabilities
•Excellent communication and stakeholder management skills

Skills:CommunicationStakeholder managementStructured problem-solvingAnalytical thinkingHigh ownership

Languages:English

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

Glassdoor: 3.4

Website LinkedIn Glassdoor

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Delivery Hero

1 week ago

Regional Performance Lead for PLECA - Customer, Rider, Partner Experience [Customer Service]

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: Barcelona

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Own and drive regional Marketplace Experience KPIs: Experience-Driven Value Loss, Cost-to-Serve/Recover, and Retention Gap
•Identify structural drivers of value loss across customer, rider, and partner journeys and quantify financial impact
•Challenge regional teams on inefficiencies and ensure action plans with measurable outcomes
•Prioritize high-ROI interventions and reallocate focus toward the biggest experience and cost levers
•Lead regional performance reviews with GMs and senior stakeholders, and escalate systemic marketplace issues to Global teams

Key Requirements

•5+ years of experience in performance, strategy, operations, or analytical roles
•Strong ability to connect operational metrics to financial impact
•Experience influencing cross-functional stakeholders without direct authority
•Structured problem-solving with strong analytical capabilities
•Excellent communication and stakeholder management skills

Skills:CommunicationStakeholder managementStructured problem-solvingAnalytical thinkingHigh ownership

Languages:English

Company Brief

Delivery Hero

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

Glassdoor: 3.4

Website LinkedIn Glassdoor