Head, Shops

foodpanda 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 65 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.

The Head of Shops – Pakistan is a senior leadership role responsible for shaping and executing the marketplace experience strategy for the Q-Commerce platform across the country. The position drives growth and operational excellence by leading a team of Strategic and Key Account Managers to deliver a seamless, high-quality experience for vendors, retail chains, and customers. This role plays a pivotal part in building a strong ecosystem of partners, driving efficiency across operations, and enabling data-driven decision-making to enhance commercial performance. By collaborating closely with cross-functional teams — including Operations, Commercial, and Product — the Head of Shops ensures strategic alignment and flawless execution of business priorities.

The role also champions customer-centric innovation and continuous improvement, designing scalable processes that reduce friction and elevate the overall vendor and customer experience. This position is key to strengthening foodpanda’s leadership in Pakistan’s rapidly evolving Q-Commerce landscape and setting new benchmarks for marketplace excellence.

Responsibilities

• Provide strategic leadership across commercial and operational functions to ensure strong marketplace performance and sustainable business growth.

• Lead, mentor, and develop the team to deliver operational excellence, strengthen collaboration, and achieve business objectives.

• Define and execute a profitable business strategy that expands the vendor portfolio, deepens partnerships, and enhances customer value.

• Build and maintain long-term partnerships with major retail chains and independent stores through effective negotiation and relationship management.

• Identify market opportunities and develop initiatives that drive category growth and strengthen foodpanda’s position nationwide.

• Improve operational efficiency and scalability by implementing data-driven processes, automation, and best practices across the marketplace.

• Oversee and optimize key performance indicators related to growth, profitability, customer satisfaction, and team engagement.

• Collaborate with cross-functional teams — including Operations, Vendor Management, and Regional Leadership — to ensure strategic alignment and flawless execution.

• Lead transformative initiatives to address operational challenges, enhance service quality, and drive continuous improvement.

• Serve as the primary liaison for regional stakeholders, fostering collaboration and alignment to deliver a consistent, high-quality marketplace experience.

• Minimum 10–12 years of experience in e-commerce, retail or marketplace management, customer experience with proven leadership in managing large, cross-functional teams.

• Demonstrated success in driving commercial growth and operational excellence within fast-paced, multi-sided marketplace environments (vendors, customers, and delivery partners).

• Strong background in data-driven decision-making, with the ability to interpret key business metrics (e.g., growth, profitability, customer satisfaction) and translate insights into strategic actions.

• Proven expertise in account management, portfolio growth, and vendor relationship management, including experience negotiating and securing key partnerships with large retail chains and independent stores.

• Excellent stakeholder management and communication skills, capable of collaborating effectively with senior leadership, regional teams, and external partners.

• Demonstrated ability to lead transformation initiatives, optimize processes, and implement scalable, customer-centric solutions.

• Solid business and financial acumen, with experience in P&L management, strategic planning, and execution.

• Thrives in dynamic, fast-growing environments, balancing strategic vision with hands-on operational execution.