Vendor Performance Senior Specialist

About HungerStation

HungerStation is a key part of the Delivery Hero Group, a global leader in local delivery platforms operating in approximately 65 countries. Headquartered in Berlin, Germany, Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is included in the MDAX stock market index. The company's mission is to provide a fast, easy, and reliable delivery experience.

Role Overview

HungerStation is seeking a Vendor Performance Senior Specialist to join its team in Riyadh, Saudi Arabia. This full-time role requires 2-5 years of experience and focuses on enhancing fulfillment performance and optimizing vendor operations to ensure a seamless customer experience and protect Gross Merchandise Value (GMV).

Key Responsibilities

• Monitor daily, weekly, and monthly fulfillment performance metrics, including 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 implement 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 successful replacements by evaluating the end-to-end replacement journey, including suggestion relevance, customer response times, configurations, and vendor execution.
• Analyze order failure reasons across vendor, customer, and logistics ownership to identify root causes, trends, and recurring patterns, driving both immediate recovery and long-term prevention.
• Increase seamless orders by investigating issues such as late, incomplete, incorrect, damaged, or spilled orders, including related refunds and compensation, and collaborating 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 Product, Technology, and other relevant teams.

Governance and Operational Duties

• Adhere to all relevant policies, procedures, and processes to ensure consistent and controlled daily operations.
• Contribute to identifying opportunities for continuous improvement in processes, practices, cost-effectiveness, and productivity.
• Promote and ensure adherence to organizational policies, procedures, and instructions among colleagues.
• Execute daily operational tasks to maintain work continuity.
• Assist in preparing timely and accurate reports relevant to the role's objectives and standards.
• Ensure satisfaction for both internal and external stakeholders by addressing their needs promptly and courteously.

Qualifications and Experience

• 2-5 years of relevant professional experience.
• Demonstrated ability to monitor performance, identify trends, and drive corrective actions.
• Experience in operational problem-solving and process improvement.
• Strong analytical skills to assess root causes and propose solutions.

Work Environment

This is a full-time position based in Riyadh, Riyadh, Saudi Arabia, within a dynamic and fast-paced delivery platform environment.