Head of Marketplace Experience, Hungary

Job Description

The Head of Marketplace 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 and budget. This individual will lead a team of marketplace experience managers and will implement initiatives, leveraging cross-functional collaboration, to reduce friction and enhance overall support experience. The Head of Marketplace Experience will play a key role in shaping operational strategies and customer-centric improvements that align with Pandora’s business goals.

Main responsibilities

• Own marketplace experience performance and strategy: Lead marketplace performance across customer, vendor, and rider journeys. Monitor key business metrics, identify opportunities and risks, and drive initiatives that improve marketplace health and support business objectives.

• Drive operational performance and KPI delivery: Accountable for marketplace experience and operational metrics, including customer, vendor, and rider satisfaction, contact rate, service cost efficiency, onboarding performance, vendor activation, and other key KPIs. Align stakeholders and execute actions to deliver sustainable improvements.

• Lead and develop the Marketplace Experience team: Manage, coach, and develop a team of Marketplace Experience Managers, fostering a culture of accountability, collaboration, and continuous improvement.

• Champion customer, vendor, and rider insights: Act as the voice of customers, vendors, and riders by leveraging data and feedback to identify pain points, influence decisions, and drive experience improvements.

• Adapt and implement strategic initiatives: Partner with regional and central teams to localize and execute marketplace experience best practices, frameworks, and strategic initiatives, ensuring they are effectively adapted to local market needs and deliver measurable impact.

• Build cross-functional partnerships: Collaborate closely with local and regional stakeholders across Operations Excellence, Service Delivery, Vendor Operations, Product, and other functions to align priorities, influence decisions, and drive business outcomes.

• Set priorities and ensure execution excellence: Define and manage a roadmap of marketplace experience initiatives based on customer needs and business impact, balancing immediate performance improvements with long-term strategic goals

Qualifications

The ideal candidate is an experienced leader who is data-driven, innovative, and passionate about transforming customer experience capabilities. They thrive in a fast-paced environment, are skilled in managing metrics and KPIs, and excel in cross-functional collaboration to drive meaningful, customer-focused change.

Additional Information

Your Benefits

• Modern, dog-friendly office in Budapest’s Mill Park – easy to reach, even by bike!
• International good vibe + strong corporate background = a secure & inspiring place to grow. 
• From day one: life, accident & health insurance (MetLife).
• SZÉP-card & Medicare health package.
• foodora PRO & vouchers – tasty meals, even in the home office.
• Mental health support & relaxing office massages.
•  In-house English lessons + LinkedIn Learning access.
• Extra days off, AYCM partnership & all tools provided.
• Social impact matters: we support 6 charities and you can join in!