Senior Associate - Vendor Experience
Karachi, Pakistan
1d ago

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.

Responsibilities :

  • 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.
  • Requirements :

  • 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 mentioning Senior Associate Vendor Experience in subject line.

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