Vendor Performance Senior Specialist

About Delivery Hero SE

Delivery Hero SE is a global leader in local delivery platforms, operating in approximately 65 countries worldwide. Headquartered in Berlin, Germany, the company has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index. Hungerstation, a part of the Delivery Hero Group, is dedicated to providing a fast, easy, and exceptional delivery experience directly to customers' doors.

Role Overview

Delivery Hero SE is seeking a Vendor Performance Senior Specialist to join its team in Riyadh. This full-time role focuses on enhancing vendor fulfillment performance and ensuring a seamless customer experience. The specialist will be responsible for monitoring key performance indicators, identifying areas for improvement, and implementing corrective actions to optimize delivery operations.

Key Responsibilities

• Monitor daily, weekly, and monthly fulfillment performance across metrics such as replacement rate, Item Not Found (INF), Item Not Delivered (IND), order failure rate, and seamless orders.
• Identify trends and recurring issues, prioritize opportunities based on customer and business impact, and drive corrective actions to achieve measurable improvements.
• Reduce INF and IND by improving the accuracy and timeliness of vendor stock feeds and addressing discrepancies between ordered and delivered items, accounting for successful replacements.
• Optimize replacements by assessing the end-to-end replacement journey, including suggestion relevance, customer response windows, configurations, and vendor execution.
• Analyze order failure reasons across vendor, customer, and logistics ownership to identify root causes, trends, and recurring patterns, implementing both immediate recovery and long-term prevention measures.
• Increase seamless orders by investigating unsatisfactory orders (late, incomplete, incorrect, damaged, spilled) and related refunds, working with teams to address recurring causes.
• Act as the operational point of contact for vendor fulfillment issues, assessing impact, raising incident tickets, coordinating workarounds, and driving resolution with relevant teams.
• Adhere to all relevant policies, procedures, and processes to ensure consistent daily operations.
• Contribute to identifying opportunities for continuous improvement in processes, practices, cost-effectiveness, and productivity.
• Prepare timely and accurate reports to meet requirements, objectives, and standards.
• Ensure satisfaction for both internal and external stakeholders by addressing their needs promptly and courteously.

Required Experience

• Candidates should possess 2-5 years of relevant professional experience.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, offering an opportunity to contribute to a dynamic global delivery platform.