Customer Experience Director - Marketplace

Job description

Company Description Glovo is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 70 countries worldwide. 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. Job Description 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. Qualifications 10+ years of experience in growth, strategy consulting, operations, tech, or customer experience. 3+ years of leadership experience managing cross-functional teams and driving execution through others in complex, matrixed organizations. Strong strategic and operational capability, with a proven ability to translate strategy into clear plans and deliver results. Deep analytical acumen, able to use data to inform decisions and manage trade-offs across growth, margin, and operational complexity. Experience operating across multiple countries, navigating local market differences, regulatory constraints, and stakeholder complexity. Ability to influence senior stakeholders and align diverse teams without formal authority. Fluency in English required; Spanish is a plus Additional Information Here at Glovo, we thrive on diversity, we believe it enhances our teams, products, and culture. We know that the best ideas come from a mashup of brilliant diverse minds. This is why we are committed to providing equal opportunities to talent from all backgrounds – all genders, racial/diverse backgrounds, abilities, ages, sexual orientations and all other unique characteristics that make you YOU. We will encourage you to bring your authentic self to work, fostering an inclusive environment where everyone feels heard. Feel free to note your pronouns in your application (e.g., she/her/hers, he/him/his, they/them/theirs, etc). So, ready to take the wheel and make this the ride of your life? Delve into our culture by taking a peek at our Instagram and check out our Linkedin and website !