Lead, Marketplace Operations

Organization: Qcommerce Marketplace (Shops)

• A team of 9 including 6 members from commercial team and 2 from Operation team

• All report to Head of Shops under the Qcommerce Director who take care of both marketplace and Dmart

Operations Performance:

• Drive continuous improvement initiatives to improve vendor performance including reducing vendor fail rate, vendor offline rate, vendor fulfillment level and enhance overall operational efficiency.

• Monitor and optimize logistics performance including vendor preparation times and rider lateness for orders.

• Implement strategies to reduce incident rates and improve operational reliability.

Cross-Functional Collaboration & Support:

• Logistics (in partnership with the Logistics Team):

  • Oversee vendor polygon updates to optimize delivery zones and efficiency.

  • Monitor and manage shrinkage exclusion processes.

  • Collaborate the logistics algorithm refinement for shops 

• Customer Service / Customer Experience (in partnership with CS & CX Teams):

  • Oversee and refine Customer Service SOP to ensure high-quality support.

• Pricing (in partnership with the Pricing Team):

  • Support the implementation and management of pricing structures for shops and vendors (e.g., delivery fees, service fees, minimum order values, basket-level delivery fees).

• Fraud (in partnership with the Fraud Campion):

  • Assist in fraud investigation and flagging processes to mitigate risks.

Product Operations & Rollout:

• Plan, coordinate, and execute the rollout of new products and features, ensuring smooth implementation.

• Act as a key liaison for product teams, consolidating and submitting product enhancement requests based on operational needs and feedback.

• Oversee bug handling and resolution processes for operational tools and systems.

• Manage and ensure the quality of translation processes for product-related content.

Vendor Operations & Relations:

• Manage the end-to-end vendor onboarding process, including developing training materials and conducting sessions.

• Ensure the timely and efficient supply of vendor operational materials (e.g., paper bags, PLA bags, devices).

• Oversee and refine Partner Service Standard Operating Procedures (SOPs) to enhance vendor experience and compliance.

Integration Management:

• Set up, monitor, and optimize partner integrations across various touchpoints (Inventory, Price, Promotion, Product Creation, POS integration).

• Strategically plan and execute new integration rollouts, ensuring seamless connectivity and data flow.

Content Management:

• Implement strategies on shops frontend experience 

• Oversee vendor content operations, including the creation and update of SKUs and categories.

• Manage and optimize vendor SKU promotion operations, including basket-level and item-level deals.

Data & Insights Management:

• Lead the creation and maintenance of operational reports for external stakeholders, providing transparent and actionable insights.

• Oversee the accuracy and integrity of shop data table creation and maintenance, ensuring reliable data for decision-making.

Requirements

• Vendor facing experience is needed.  Qcommerce marketplace operations has a heavy focus on vendor operations including instore training & visits and ops metrics presentation in vendor meetings

• Data driven with analytical skill.  Knowledge of SQL / Looker Studio is preferred

• Besides vendor operations experience, the candidate also has experience of rider operations & customer operations is a plus as QC marketplace operation is unique in that he / she will work on both as well on top of vendor ops to drive operation excellence.

• Growth mindset: Work closely with the commercial team to drive growth and be creative to initiate the solution on problem solving.

• Stakeholder management: The role has to communicate and align with different external and internal stakeholders on a day-to-day basis to accomplish the daily tasks and mid-long term projects.

foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

• Hybrid working model 
• Location: Hong Kong
• We have a vibrant and international team with diverse backgrounds
• This is a brand with competitive employees in an all hands on deck environment
• We recognize top performers, welcome our newbies, and share good food
• Competitive package, incentives, allowances, food perks, HMO, and more