Position Title : Vendor Experience Manager
Department : Operations
Location : Karachi
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 :
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’
Complete list of responsibilities will include :