Position Title : Manager Vendor Experience
Company : foodpanda
Department : Operations
Location : Karachi
Do you love food and convenience put together? Then you just might love foodpanda.
foodpanda is the leading, on-demand food delivery company in Pakistan, bringing thousands of your best loved restaurants online into your home or office - fast! We’re all about bringing on the smartest people as we continue to grow with an all hands on deck environment and hire those who can thrive in a startup culture.
We are looking for a highly-driven and motivated Manager Vendor Experience to join our team. If you are looking for a place where you can gain hands-on exposure and have a direct impact, then this may be the place for you!
About the job :
As Manager Vendor Experience you will be responsible to ensure that restaurants have an amazing experience working with foodpanda and for all the communication, interaction between restaurant partners and foodpanda.
Make the experience of vendors a delightful one!You will be actively dealing with Vendor Communication, finding creative and out of the box ways / channels to engage with the partners which is quicker, impactful and scalable
In order to ensure the experience, your objective will be to take care of the following :
Services- Partner Service Center
Restaurant Quality Teams
Restaurant Communication & Automation- Timely Communicated Changes
Education & Adaptability to Technology
Understanding restaurants : Gathering actionable insights from restaurants with F2F interviews to understand their most important needs and expectations in terms of what makes them satisfied and what it takes to retain them.
Finding out the key value factors in the minds of restaurants.)
Identification of restaurant journey : Each interaction point has an opportunity to improve restaurant experience - this is a continuous improvement process.
It is more important to understand the whole restaurant end-to-end-journey from a restaurant’s point of view. Identification of interaction points will help to identify which area(s) to focus on along the restaurant journey, understand restaurant issues and make decisions for journey improvement.
Choosing a metric and measuring journey performance : At foodpanda, we decided to use the Net Promoter Score (NPS) as the overarching key performance indicator for restaurant loyalty.
NPS Analysis : Design and gather information through qualitative and quantitative research as well as by interviewing restaurants & employees, reading reports and analyzing Qualtrics data.
Understand restaurant needs, expectations and collaborate with teams and other departments that are touching vendor experience to make necessary changes.
Report on journey stage improvements in RX (read : Restaurant Experience) for delivering amazing restaurant experience. For RX : Marketing for Awareness’, Sales for Sales / Offer’, Ops for Onboarding’, Sales for Partnership Service’, Logistics for Operations & Performance’ and Ops for Customer Support’
The incumbent will be responsible for vendor communication, management, community and experience
A team player that loves interacting with all the other movers and shakers inside the organization
Coordinate with logistics, marketing, sales and commercial to understand the real-time issues that may impact other part of the triangle i.e. rider and customer
Increase acquisition and retention of existing vendors by creating content that emphasizes the community, spirit and perks of being a foodpanda vendor
Responsible for effectively and timely communicating the news, recent updates, educational refreshers and other messages by analysing various channels that can increase the reach
Manage case study tracker and work with marketing to turn case studies to successful vendor stories
Prepare necessary content (text, translations, presentations, videos) to broadcast across vendor base and require to adapt to the regional and global concepts
Work on partnerships and plan different events, bootcamps and the need based gathering for vendor education & experience.
Monthly track New Vendor NPS Score, and also facilitate focus groups and conduct further investigations in order to fully understand NPS score
Analyse vendor feedback and complaints via available channels
Work across teams to continually eliminate unnecessary processes and continually implement new ways to to enhance the Vendor Experience
Able to work closely with the BPOs to analyse the communication being done at vendor’s end and ways to improve
Work upon measurement data, list of objectives, accomplishments, competitive activities, feedback of the vendors
Constantly identify opportunities to improve Vendor Experience, monitor SOPs and bring changes where necessary.
You have successfully completed a Bachelor’s or Master’s degree in Economics or any STEM field
Preferably you gained 4+ years of work experience in high growth startups, tech companies, consulting
Prior People Management experience
Experienced in Data Analytics with core competency in Microsoft Excel, Tableau, Google Studio, Power BI
SQL is a big plus
You are a doer and a free thinker. You accept and adapt constantly to change
Willing to question the status quo when needed
Team player. We are looking for someone who fits the team and the company culture
Ability to work in a collaborative and cooperative team setting, with numerous interaction with internal and external customers.
What we offer :
A dynamic and challenging working environment
Flexibility. You will be valued by your output, not your input
An extra steep learning curve
Responsibility from day one in a fast growing and global company
A vibrant and international team with diverse backgrounds
Regular company and team events
Provide input and own the restaurant operations strategy and support its implementation for the country