Position : Senior Associate Vendor Experience
Company : Foodpanda
Department : Operations
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 folks as we continue to grow with an all hands on deck environment and hire those who can thrive in a startup culture.
Responsible for monitoring and ensuring a better experience of our vendors (Restaurants, shops, homechefs) with foodpanda on a broader scale.
Monitoring vendor complaint ratio, KPIs, performing data analysis and figuring out root causes for the issues.
Monitoring and coming up with action plans on improving BPO KPIs including vendor satisfaction scores, NPS ratings and quality of interaction with the vendors.
Responsible for real time analysis of the overall BPOs performance and suggesting process improvements.
Maintain daily / weekly reporting and analysis of partner-centric data for greater visibility and suggest process improvements.
Perform Partner Service interaction monitoring (through chats / calls) and metric evaluation to identify areas of process / agent opportunities and improvements.
Maintain good knowledge of vendor centric metrics and plan to improve.
Maintain constant coordination with the service providers and act as the POC from foodpanda.
Maintain & improve vendor satisfaction at an optimum level with frequent deep dives into the feedback received from our partners.
Evaluate and make action plans to bring vendor contact reasons to a minimum ensuring a seamless, issue-less experience for our vendors.
Have a data centric approach using tools like Salesforce or Tableau to create auto-generated reports and dashboards for viewing and improving numbers.
Deep-rooted understanding of all our vendor-centric SOPs and processes in order to evaluate cases from a vendor’s point of view.
Conduct surveys and focus groups with vendors to evaluate their pain-points and work on improving the same through process improvements or SOP revisions.
Analyze vendor contact reasons and improve on decreasing them with self-service or automation.
Effectively use Salesforce to prepare reports and dashboards for maintaining visibility while analyzing incoming data for process improvements.
Maintain close coordination with all internal departments and stakeholders to ensure partner-centric issues are timely resolved and processes streamlined.
Prepare accurate data reports to gauge the performance of partner service metrics and subsequently improve functions.
Coordinate with the commercial teams to understand the real-time vendor issues for prompt actions and appropriate process improvements.
1+ years of relevant work experience, preferably in the e-commerce industry.
Minimum bachelor’s degree.
Efficient use of MS Excel, PowerPoint, Word, Power BI and Salesforce.
Good with numbers and data crunching to provide analysis and present process improvements.
Able to work in a challenging and constantly evolving environment.
How to apply :
Send updated resume at saman.zehra foodpanda.pk mentioning Senior Associate Vendor Experience in subject line.