Quick Commerce Marketplace Experience Lead

Yemeksepeti is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index. Yemeksepeti, dünyanın öncü yerel teslimat platformu olan Delivery Hero Grubu'nun bir parçası. Misyonumuz kapınıza kadar hızlı, kolay ve harika bir deneyim sunmak. Dünya çapında yaklaşık 65 ülkede faaliyet gösteriyoruz. Merkezi Berlin, Almanya'da bulunan Delivery Hero, 2017'den bu yana Frankfurt Menkul Kıymetler Borsası'nda işlem görmekte olup MDAX borsa endeksinin bir parçasıdır.

Major Responsibilities: 

End-to-End Vendor Operations & Performance

• Own the complete vendor operations lifecycle, ensuring seamless integration and performance across the marketplace.

• Manage ground-level operational teams, taking direct responsibility for their performance, productivity, and output.

• Ensure all operational targets are met with the highest standards of quality, implementing course corrections where necessary to maintain service excellence.

• Design and streamline touchpoints to reduce friction for vendors, directly impacting their success and satisfaction on the platform.

Support Experience Ownership & Strategy

• Own the entire support experience, from design to execution, including footprint and channel strategy.

• Develop and implement solutions that drive long-term value, improve policies, and increase customer satisfaction.

• Prioritize a roadmap for experience enhancements, executing them in a structured, data-driven, and efficient manner.

Accountability for Metrics & KPIs

• Maintain full accountability for QComm Service Operations metrics.

• Monitor and drive line-of-business performance and all customer satisfaction-related KPIs.

• Champion the "Voice of the Customer" to influence policies and enhancements that meet local and regional needs.

Stakeholder Management & Transformative Leadership

• Provide strategic leadership for transformative support strategies, fostering trust with local stakeholders and regional senior leaders.

• Lead cross-functional initiatives to align operational improvements with broader strategic business goals.

• Strategic Influencer: You have a proven track record of driving results in a matrixed environment without direct reporting lines.

• Data-Driven Innovator: You don't just report on KPIs, you deconstruct them to find the "why" and build a roadmap to fix them.

• QComm Specialist: Deep understanding of the Quick Commerce or Marketplace ecosystem, specifically regarding customer experience and vendor operations.

• Stakeholder Mastery: Exceptional communication skills with the ability to manage expectations across local ground teams and regional executive leadership.

• Agility: Comfortable navigating high growth environments where speed and precision are equally valued.

At Yemeksepeti, your success is defined by both results and behaviors. We hire for excellence in craft and for the Leadership Principles that shape how we think, decide, and collaborate. What you achieve matters and how you achieve it defines us. Together, they move the business forward and deliver great experiences. Learn more about our Leadership Principles here.

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