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Delivery Hero · Hong Kong

# Head of Marketplace Experience

Hong Kong Full-time Executive Marketing 

Listed on Delivery Hero’s official careers site. Posted September 22, 2026. Check that it is still open and apply there.
[Apply on Delivery Hero’s careers site →](https://jobs.smartrecruiters.com/DeliveryHero/744000150970069-head-of-marketplace-experience)

[OpenNash Jobs](https://jobs.opennash.com/) / [Delivery Hero](https://jobs.opennash.com/companies/delivery-hero/) / Head of Marketplace Experience

## Job description

### Strategic Matrix Leadership Local-to-Regional Bridge

Act as the primary liaison between local operations and regional leadership to ensure global strategies are localized effectively.

### Stakeholder Management

Foster trust with local stakeholders and regional senior leaders to align operational improvements with broader business goals.

### Strategic Translation

Translate regional marketplace product roadmaps into executable plans tailored to the unique vendor and customer landscape.

### End-to-End Vendor & Marketplace Operations Lifecycle Ownership

Own the complete vendor operations lifecycle, ensuring seamless integration and performance across the marketplace.

### Onboarding & Incubation

Ensure all vendor onboarding and incubation operational targets meet high standards of quality, implementing course corrections as needed.

### Friction Reduction

Design and streamline touchpoints to reduce friction for vendors, directly impacting their success and satisfaction.

### Support Experience & CX Innovation Multi-Stakeholder Focus

Optimize the experience for vendors, customers, and riders, ensuring a frictionless delivery chain.

### Support Strategy

Own the entire support experience, from design to execution, including footprint and channel strategy.

### Roadmap Prioritization

Prioritize a roadmap for experience enhancements, executing them in a structured, data-driven manner.

### Voice of the Customer

Champion the "Voice of the Customer" to influence policies that meet both local and regional needs.

### Accountability for Metrics & KPIs Service Operations

Maintain full accountability for contact rate, cost per contact, and automation rates.

### Performance Monitoring

Drive line-of-business performance and all customer satisfaction-related KPIs (NPS/CSAT).

### Operational Rigor

Use data visualization and analytics to monitor complex KPIs and drive data-driven decision-making Team Management Direct People Leadership: Manage, mentor, and develop a team of marketplace managers and specialists.

### Performance Excellence

Ensure all ground-level teams consistently meet or exceed productivity benchmarks and output goals.

### Quality Assurance

Maintain a rigorous focus on "right quality" standards, implementing real-time training and course corrections.

### Resource Optimization

Strategically align team efforts with local requirements and regional needs to ensure efficient resource allocation

## Qualifications

### Experienced Leader

7+ years of experience in high-growth tech, e-commerce, or Q-commerce (Quick Commerce) environments.

### Matrix Organization Proficiency

Proven ability to navigate a matrixed organization, juggling local requirements with central strategies.

### Analytical Rigor

Data-driven innovator skilled at managing complex KPIs and holding a high bar for quality.

### Operational Excellence

Experience managing teams and a track record of driving meaningful change through cross-functional collaboration.

### Thrives in Speed

Comfortable in a fast-paced environment with the ability to lead transformative support strategies

## At a glance
- Posted by the employer: Sep 22, 2026
- First seen by OpenNash: Oct 12, 2026
- Last checked: Oct 19, 2026
- Listed for: 27 days
- Location: Hong Kong
- Employment type: Full-time[Apply on Delivery Hero’s careers site →](https://jobs.smartrecruiters.com/DeliveryHero/744000150970069-head-of-marketplace-experience)

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### [Executive, Field Sales](https://jobs.opennash.com/companies/delivery-hero/jobs/bfa37c69ca8955a8ecfb/)

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### [HR & Employee Engagement Specialist (Freelance)](https://jobs.opennash.com/companies/delivery-hero/jobs/98f53cceec2f5a3f2183/)

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### [Head of Commercial, pandamart](https://jobs.opennash.com/companies/delivery-hero/jobs/e0dbb858ed70bd4118e4/)

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### [Specialist, Workplace Experience & Office Management](https://jobs.opennash.com/companies/delivery-hero/jobs/fe1c36bd97e687cdadb1/)

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Dates come from the employer where stated; “first seen” and “last checked” are our own observations.

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