Vendor Experience Specialist

Job description

Company Description foodora is part of the Delivery Hero Group , the world's leading delivery platform. Our mission is to provide a fantastic ordering experience – fast, simple, and straight to your door. We operate in approximately 65 countries worldwide. The Delivery Hero Group is headquartered in Berlin, Germany , and has been listed on the Frankfurt Stock Exchange since 2017, and is a member of the MDAX stock index . Job Description Role Overview: As a Vendor Experience Specialist in Incubation, you will support newly activated partners through their critical first weeks on the platform. This role ensures that recently onboarded vendors reach their early performance milestones — first orders, menu quality, operational readiness — and receive the right guidance and support before transitioning to steady-state account management. You are the first line of proactive support for new vendors, helping them succeed and reducing early churn. Key Responsibilities: Incubation Monitoring & Issue Deep Dives: Monitor and improve the performance of vendors in the incubation phase. Act as Point of Contact (POC) for local market development topics, and lead deep dives to address any performance or process-related issues. Support Experience Coordination: Assist in executing the support experience for vendors in the incubation phase, collaborating with Activation, Sales, Logistics, and Account Management to ensure smooth handoffs and effective interactions. Data-Driven Insights and Metrics Tracking: Monitor and analyze key incubation metrics such as first order completion rate, early defect rate, menu quality score, contact rate, and vendor VSAT. Help identify vendors at risk of underperformance or early churn, and support implementation of corrective actions to optimize early-stage outcomes. Process Improvement and Friction Reduction: Assist in identifying common pain points faced by incubating vendors — such as menu setup issues, device problems, or operational misunderstandings — and suggest process improvements to minimize friction. Collaborate with the team to create scalable coaching materials, FAQs, and SOPs that streamline the incubation experience. Cross-Functional Collaboration: Work closely with Activation, Account Management, Operations, and Support teams to ensure alignment on incubation priorities and vendor health. Share insights from the incubation phase and participate in cross-functional initiatives aimed at improving early vendor performance and reducing churn. Support Transformation Projects: Participate in transformation projects led by the Supporting functional teams to bring innovative solutions to the vendor incubation journey. Support implementation efforts, maintain tracking tools, and contribute to progress reporting on key initiatives. Qualifications 1–2 years of experience in operations, vendor support, account management, or customer-facing roles. Interest in marketplace dynamics and vendor/partner success. Strong attention to detail with ability to manage multiple vendors simultaneously across different stages of the incubation journey. Comfortable working across systems and tools (Excel, CRM, ticketing platforms, Salesforce). Proactive, organized, and collaborative mindset — able to spot problems before they escalate. Good communication skills; confident reaching out to external partners by phone or email. Fluency in English and Hungarian Additional Information Why choose us? Thanks to our international background, you'll also be inspired by examples from abroad and be part of a fast-growing team with a secure corporate background. We're happy to support your development with on-demand in-company English language training, and you'll also have access to thousands of online courses on LinkedIn Learning. Our employees are covered by group life, accident and health insurance from the first day of employment. After your probationary period, you will receive a Medicare Health Insurance package and a SZÉP card benefit. You can participate in our employee mental and psychological support programme. We also offer office massages to help you get your week off to a good start. We regularly collect feedback on what works and what needs to be improved, so you can help shape what it's like to work here and make us a better place to work. You'll find a specially customised, dog-friendly office in Budapest, part of the category-leading Haller Gardens office complex. Our office is easily accessible from any part of the city - you can even cycle in. We provide you with all the tools you need to work (computer, mobile phone, etc.). We also provide extra days off for our colleagues according to our internal rules. We are committed to society (we currently support 6 different charities, which you can support through us).