Deskripsi Pekerjaan
Are you a seasoned strategist with a passion for hyper-local logistics and customer satisfaction? Foodpanda, the leader in the Quick Commerce (QComm) revolution, is looking for a dynamic Quick Commerce Marketplace Experience Lead to join our team in Kuala Lumpur. In this pivotal role, you will be the architect of the end-to-end user journey, ensuring that our marketplace operations are not only seamless but define the standard for speed and convenience in the Malaysian market.
You will bridge the gap between technical infrastructure and operational excellence, working closely with vendors and product teams to optimize our service ecosystem. If you thrive in fast-paced environments and have a deep understanding of marketplace dynamics, we want to hear from you.
Tanggung Jawab
- Drive the end-to-end customer and vendor experience strategy across the QComm marketplace ecosystem.
- Analyze performance metrics and conversion funnels to identify friction points and implement high-impact solutions.
- Collaborate with cross-functional product teams to iterate on marketplace features that drive loyalty and engagement.
- Manage vendor relationships to ensure high-quality service standards, accurate inventory management, and operational efficiency.
- Conduct deep-dive data analysis to optimize delivery times, order fulfillment accuracy, and customer satisfaction scores (CSAT).
- Lead initiatives to improve the 'last-mile' experience, balancing cost-efficiency with customer expectation.
- Monitor market trends and competitor activities to maintain Foodpanda's competitive edge in the Quick Commerce space.
Kualifikasi
- Bachelor’s degree in Business, Operations, Supply Chain, or a related technical field.
- Minimum of 5-7 years of experience in Marketplace operations, E-commerce, or Quick Commerce industries.
- Demonstrated expertise in customer journey mapping and operational process optimization.
- Strong proficiency in data analytics tools (SQL, Tableau, or Google Analytics) with the ability to turn insights into actionable strategies.
- Excellent communication and stakeholder management skills, capable of influencing senior leadership and cross-functional teams.
- Proven ability to thrive in high-pressure, ambiguous environments typical of hyper-growth startups.
- Deep understanding of the Southeast Asian digital landscape and consumer behavior patterns.