Manager Partner Engagement & Experience
4d ago

Department : Vendor Operations

Reports to : Head Of Vendor Ops

The Manager Partner Engagement & Experience will be responsible for the digitization aspects of the Partner Services division.

The individual must have hands-on experience and expertise in automating business processes in the food delivery industry.

They should be passionate about technology with a strong inclination towards digital optimization which is crucial for success in this role.

To be successful in this role, you will need to have a deep passion for social media, stay abreast of new developments and opportunities in the industry, and be a strategic thinker.

You must have an outgoing personality as in-person networking will also be part of the job.

Responsibilities :

  • Investigate and triage bug reports with effective follow ups leading to timely resolution
  • Conduct Monthly / quarterly health check of the tech tools running on the platform
  • Conduct AB Testing before rolling out any new feature in the local market
  • Create Product Requirement and Feature release documents.
  • Become an expert in all topics related to Restaurant Technology.
  • Work cross functionally with sales and operations, to advocate key areas for improvements for high impact issues and features
  • Inform and deliver new strategies and tactics to improve users' experience with Product Specialists.
  • Influence innovation across Product Operations to identify opportunities for simplicity and scalability.
  • Create, coordinate, test ,evaluate and execute regional communication send outs to vendors with omni-channel campaigns across email, SMS, Whatsapp and other channels..
  • Manage day-to-day vendor relations protocols through a comprehensive calendar and CRM segmentation across all of foodpanda's verticals like Restaurants, Shops, Shared Kitchens and Pandago.
  • Actively engage in the functionality, design and user experience of all campaign send outs.
  • Collaborate with relevant stakeholders across local, regional and global teams to ensure on-time delivery of relevant and localized content.
  • Initiate and support cross-department projects, set up pilots and scale new initiatives to better engage with existing vendors.
  • Coordinate with various teams to put in place necessary localisations.

  • End-to-end creation, design and execution of newsletter and email templates.
  • Creation of country specific email templates on CRM tools to ensure consistency across local teams and to increase the efficiency of send outs at a local level.
  • Build a detailed understanding of the audience segments, taking ownership of optimizing the segments with learnings from previous campaigns
  • Evaluate campaign performance based on A / B testing techniques.
  • Create weekly and monthly performance reports that analyze various campaign metrics and derive insights that would steer improvements in future campaigns.
  • Create training manuals for local teams to utilize new CRM tools for campaign send outs.
  • Assist with reviewing quarterly test scores to ensure local teams fully understand the mechanics of the new CRM tools.
  • Serve as a reliable PIC for internal issues with regard to the tool, process and SOPs for vendor communication
  • Proactively initiate ideas, validate ideas via data and local insights with a view to retain existing vendors and increase vendor engagement.
  • Determine project needs and business resources required to execute these new initiatives successfully.
  • Regular communication of project progress to relevant stakeholders and teams
  • Requirements :

  • Bachelor's / Master’s Degree
  • 5 years of professional experience
  • Good understanding of quality tools and systems
  • Basic understanding of e-commerce business processes
  • Social media marketing experience.
  • Knowledge of excel, SQL, ability to analyze key data
  • SEO & SMM development experience
  • Experience developing social media strategies.
  • Experience working with and developing a marketing plan.
  • Proven ability to build social media communities.
  • Understanding of graphic design principles.
  • Ability to measure the success of campaigns.
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