Customer Experience Director - Marketplace at DeliveryHero

We are looking for a Customer Experience Director, Marketplace to help us deliver a 5-star experience to our customers and maximize their value in Glovo. You will own Glovo Customer Experience; you will be accountable for the experience when customers interact with Glovo Support and you will own the Refunds and Compensations that we give to customers during bad experiences. You will need to define and implement new processes, run A/B tests, understand/request product needs, and work with local teams to improve overall customer experience. You will be the gatekeeper for an excellent experience for our customers. Responsibilities • Own the Global Refunds & Compensations Strategy: Manage a large-scale budget by designing data-driven policies. Run rigorous A/B tests on compensation models to maximize customer retention and lifetime value while protecting company margins. • Redefine the Support Experience: Design and implement seamless, scalable customer support workflows. Champion the shift toward automated solutions, leveraging AI and translations to harmonize processes and reduce friction. • Bridge Operations and Tech/Product: Act as the voice of the customer to our Product, Engineering, and Tech teams. Translate customer pain points into actionable product requirements to build robust self-service features and improve routing. • Drive Cross-Functional & Regional Synergy: Collaborate closely with Country GMs, Regional Ops Leads, and the International Performance team to ensure global strategies are successfully executed while navigating local market nuances. • Champion Key Performance OKRs: Take full accountability for top-level metrics that highly impact the overall Glovo experience, including Customer Satisfaction (CSAT), Contact Rate, Customer Retention, and cost-to-serve efficiencies. • Lead Through Innovation: Continuously monitor the end-to-end customer journey, identifying bottlenecks and proactively proposing innovative, scalable solutions to ensure Glovo remains an industry leader in customer experience. • Optimize CX with AI: Deploy AI and automation to scale support, resolve issues faster, and personalize the customer journey without compromising our 5-star quality.