Director, Marketplace Experience EU & Turkey

As 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, powered by tech, designed by people. As one of Europe’s largest tech platforms, 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. We enable creative minds to deliver solutions that create impact within our ecosystem. We move fast, take action and adapt. No matter where you're from or what you believe in, we build, we deliver, we lead. We are Delivery Hero.

The Director Marketplace Experience EU & Turkey is a senior leadership role responsible for setting and executing the marketplace experience strategy across multiple countries within the region. This role leads a team of marketplace heads and their teams and collaborates with country teams to deliver a consistent, high-quality experience for vendors, customers, and riders. This role will work at a strategic level to drive transformative change, ensure alignment with organizational goals, and optimize customer-centric practices across the region.

Main responsibilities:

• Regional Strategy and Leadership: Define and execute the marketplace experience strategy across Europe & Turkey.. Lead efforts to set standards, establish best practices, and drive alignment across multiple countries. Focus on creating a cohesive, exceptional experience for vendors, customers, and riders.

• Transformative Change Management: Spearhead transformative initiatives across the region to address key pain points, improve service operations, and drive continuous improvements. Engage with senior leadership to advocate for customer-centric solutions that enhance efficiency and reduce friction across markets.

• Leadership of Regional Marketplace Teams: Oversee and mentor a team of Marketplace Experience Heads in various countries. Guide each team to ensure they meet and exceed local performance goals while aligning with regional objectives. Provide support and development opportunities to build a high-performing team.

• Metrics Accountability and Performance Management: Own and monitor critical service and customer experience metrics at the regional level, such as contact rates, automation levels, line of business performance, and customer satisfaction. Drive regional strategies to improve KPIs and ensure consistency in customer experience across all countries.

• Stakeholder Engagement and Cross-Functional Collaboration: Serve as the primary point of contact for senior regional stakeholders. Build strong partnerships with Product, Operations, and Customer Support teams to drive collaborative, cross-functional efforts that support the marketplace experience strategy.

• Voice of the Customer in Regional Strategy: Champion the Voice of the Customer at the regional level, integrating feedback and insights from each market to influence product design, policy decisions, and process improvements. Advocate for customer needs and ensure regional alignment with organizational values.

• Resource Allocation and Prioritization: Develop a strategic plan for resource allocation and prioritize initiatives that have the highest impact on the customer experience across the region. Work closely with country heads to ensure optimal use of resources and alignment with local market needs.

• Process Optimization and Scalability: Identify opportunities to streamline and scale marketplace processes across the region, leveraging data-driven insights to develop scalable solutions. Drive efficiency by implementing standardized processes and best practices that improve the marketplace experience across all countries.

• Minimum 12 years of experience in Customer Experience, Operations Management, or a related field, with recent focus on end-to-end support experience across multi-sided marketplaces (e.g., vendors, customers, riders).

• Proven track record in leading cross-functional teams and driving large-scale transformation initiatives that improve customer experience and reduce operational friction.

• Strong background in data-driven decision-making, with experience in managing and optimizing service metrics (e.g., contact rate, automation rate, customer satisfaction KPIs).

• Demonstrated ability to prioritize and execute on customer experience improvements in a structured, efficient, and measurable way.

• Excellent stakeholder management skills, with the ability to build trust and collaborate effectively with senior leaders, regional teams, and local stakeholders.

• Skilled in navigating complex, fast-paced environments with a focus on balancing customer-centric strategies and operational efficiency.

• Location preferably in key operational markets within the region, with flexibility for travel as needed to support regional initiatives.

Why Delivery Hero?

• English is our working language and our colleagues at Delivery Hero come from every corner of the globe, working in a diverse, cross-cultural team. For most opportunities, we also offer visa & relocation support

• We take care of our employees and offer flexible working hours and, for most of the teams, the option of working from home

• Enjoy our free online yoga classes and subsidized Urban Sports Club membership

• Take care of your mental and emotional well-being with our free Headspace subscription and unlimited access to Employee assistance program

• Participate in our health campaigns such as seasonal flu vaccination

• Benefit from BVG subsidy or join our Bike rental program

• Join the global market leader and a publicly listed DAX company with a competitive remuneration package and a lot of training, career & development opportunities

• Develop your skills with your personal educational budget for conferences and external trainings

• Learn German with free classes, access our e-learning platform and participate in our inhouse trainings

• Save responsibly with our attractive corporate pension options

• Join company parties, team, cultural and sports events - due to the current situation on a virtual basis

• Our office lounges are filled with healthy (and some more indulgent!) snacks and refreshments to keep you energized throughout the day

We believe diversity and inclusion are key to creating not only an exciting product, but also an amazing customer and employee experience. Fostering this starts with hiring - therefore we do not discriminate on the basis of racial identities, religious beliefs, color, national origin, gender identities or expressions, sexual orientations, age, marital or disability statuses, or any other aspect that makes you, you. We encourage you to let us know if you need any accommodations or specific accessibility support to ensure a smooth interview experience—just include it in your application. You're welcome to share your pronouns (he/she/they) right from the start so we can address you respectfully from our first contact.

We believe diversity and inclusion are key to creating not only an exciting product, but also an amazing customer and employee experience. Fostering this starts with hiring - therefore we do not discriminate on the basis of racial identities, religious beliefs, color, national origin, gender identities or expressions, sexual orientations, age, marital or disability statuses, or any other aspect that makes you, you. We encourage you to let us know if you need any accommodations or specific accessibility support to ensure a smooth interview experience—just include it in your application. You're welcome to share your pronouns (he/she/they) right from the start so we can address you respectfully from our first contact.