Assistant Manager, Performance & Insights

Company Description

“To be the most loved everyday food and groceries destination!” - that’s our mission at foodpanda (small ‘f’).

foodpanda is the largest food and grocery delivery platform in Asia, outside of China. Operating in more than 400 cities across 11 markets, we continue to expand and grow in our core food delivery business, as well as in new verticals like grocery deliveries, with a strong tech infrastructure at our core. From our restaurants-partners, cloud kitchens and cloud grocery stores — foodpanda is just one tap away, getting everything you need into your hands quickly and conveniently!

If you love working with technology to create solutions and are not afraid to roll up your sleeves to get things done, you will find your tribe here at foodpanda. foodpanda comprises of people from more than 60 nationalities, and we believe in winning through diversity.
foodpanda is part of the Delivery Hero Group, the world’s leading local delivery platform operating in 70+ countries worldwide

Job Description

The pandas have embarked on an inspiring journey to serve “Meal for Every Table.” This adventure began in the bustling hub of our Delivery Heroes, Vendor Partners, Suppliers, Pandamarts, and Passionate Homechefs, all united by the dream of delivering joy through delicious food & more. Together, our pandas face challenges, bring innovations, and with unwavering determination and heart, they strive to deliver Meal for Every Table. 

Join us on our journey as we aim to connect with 25% of Pakistan's population, delivering more than just meals, uplifting lives, and driving positive transformation throughout the nation. Come onboard as a Assistant Manager, Performance & Insights and play your part in the Commercial Domain.

On this journey, you will report to Manager Vendor Operations

Your Responsibilities will include: 

• As one of the brains behind our vendors’ operations, you will be responsible for the performance analysis, optimization and process design of one of the biggest stakeholders of our business: vendor partners.
• Extract and analyze large datasets to identify patterns, trends, and actionable insights for optimizing operational metrics of vendor partners.
• Develop and maintain dashboards, reports, and visualizations to communicate insights to stakeholder with clarity and precision.
• Lead projects to design best in class service functions that address vendor pain points, improve performance metrics, and deliver an exceptional experience.
• Analyze vendor feedback and lead projects focusing on improving user experience through the Bottom-Up NPS Closed Feedback Loop in collaboration with commercial, logistics, and marketing teams
• Manage relationships with regional and functional managers, as well as vendors partners, to influence business objectives, aiming to maximize Net Promoter Score (NPS)
• Constantly engage with regional counterparts to collaborate, understand, and implement regional and global best practices
• Regular identification and monitoring of forces within the system can potentially impact NPS - for the good or worse
• Develop and implement a robust vendor fraud framework to proactively detect and mitigate fraudulent activities
• Implement and enforce vendor penalty mechanisms for non-compliance with contractual obligations or performance standards
• Manage vendors’ disputes, facilitating resolution through SOPs modifications, mediation, or escalation, as appropriate
• Conduct financial analysis for vendors, including investigations and reconciliations, to address and prevent leakages in collaboration with relevant stakeholders

Qualifications

Your role in this journey requires the following:

• A 4-year degree program in STEM from a reputable institution with SQL and Python knowledge is a must, further skill in data science is a plus
• 3-4 years or more experience in analytical roles involving designing customer support strategy/experiencing is required for succeeding in this role
• Exceptional skills in data presentation, visualization, and communication
• You are comfortable using business intelligence tools (e.g. Tableau, Google Data Studio)
• You are proficient in predictive modeling and forecasting via Excel or other tools
• Highly organized and self-disciplined, able to work on multiple projects in a self-structured and well-prioritized way
• Extremely analytical, data-driven & with a keen eye on process improvement

Additional Information

What does your playfield look like?  

• A 4-year degree program in STEM from a reputable institution with SQL and Python knowledge is a must, further skill in data science is a plus
• 3-4 years or more experience in analytical roles involving designing customer support strategy/experiencing is required for succeeding in this role
• Exceptional skills in data presentation, visualization, and communication
• You are comfortable using business intelligence tools (e.g. Tableau, Google Data Studio)
• You are proficient in predictive modeling and forecasting via Excel or other tools
• Highly organized and self-disciplined, able to work on multiple projects in a self-structured and well-prioritized way
• Extremely analytical, data-driven & with a keen eye on process improvement
• Effective communication and interpersonal skills with a problem-solving attitude is the cornerstone of your personality
• You must be adept at G-Suite