Vendor Experience Manager

Foodpanda

Karachi

3d ago

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 :

Inputs- Technology

Platform

Company Processes

Services- Partner Service Center

Restaurant Quality Teams

Outcomes- Emotions

Experience

Restaurant Satisfaction

Loyalty

Recommendation

Business Outcome

Success Stories

Restaurant Communication & Automation- Timely Communicated Changes

Engagement

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’

Complete list of responsibilities will include :

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.

onthly 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.

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