Head of Customer Experience (all genders)

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 Head of Customer Experience is a critical leadership role dedicated to optimizing the end-to-end experience for vendors, customers, and riders, with accountability for key service and customer experience metrics. This individual will lead a team of marketplace experience managers and will spearhead transformation initiatives, leveraging cross-functional collaboration to aid the design and implement solutions that reduce friction and enhance overall support experience. The Head of Customer Experience will play a pivotal role in shaping operational strategies and customer-centric improvements that align with our business goals.

What’s on the menu:  Major Responsibilities

• Support Experience Ownership and Strategy: Own the entire support experience, from design to seamless execution, including footprint and channel strategy for customer experience. Develop and implement solutions that reduce marketplace friction, improve policies, and drive long-term value and customer satisfaction.

• Accountability for Service Operations Metrics:  Accountable to all metrics related to Service Operations and Customer Experience, including contact rate, cost per contact, automation rate, line of business performance such, and customer satisfaction related KPIs. 

• Customer-Centric & Transformative  Leadership: Provide strategic leadership for transformative support experience strategies, collaborating across functions and fostering trust at all levels and with local stakeholders. Champion the Voice of the Customer to influence policies and drive enhancements that meet both local and regional needs.

• Prioritization and Execution of Customer Experience Enhancements: Establish and prioritize a roadmap for customer experience improvements, leading their execution in a structured, data-driven, and efficient manner. Design processes that streamline touchpoints and enhance customer satisfaction.

• Stakeholder Management and Cross-Functional Collaboration: Build strong relationships with senior leaders and stakeholders, leading initiatives that enhance the customer experience and align with strategic business goals.

• ± 8 years of experience in customer experience, operations, or marketplace management, with significant leadership experience at a senior level.

• Proven leadership experience with a data-driven approach to decision-making and a focus on transforming customer experience capabilities.

• Strong ability to manage and analyze metrics and KPIs to drive performance improvements.

• Experience in fostering a culture of innovation and continuous improvement in customer service.

• Expertise in cross-functional collaboration, working effectively with teams across different departments to implement customer-focused changes.

• Ability to thrive in fast-paced environments, balancing multiple priorities while driving impactful outcomes.

• Full fluency in German and English.

This is what we offer you:

• Professional diversity, a spirit of collegiality, and a motivated team from whom you can learn and be inspired.

• An extremely varied, responsible position in a successful, fast-growing international company.

• A great learning curve in a collaborative environment with no limits to ideas.

• Based on full-time employment (38.5 hours per week), we offer an annual gross salary starting minimum €85,000 (all-in) depending on qualifications and experience, noting that the offer range can be flexible. In addition, you will receive a profit share in the form of a share package.

• A wide range of benefits, including regular team events, lunch vouchers, flexible working hours, home office options and much more.