Manager, Customer Insights - Malaysia, Kuala Lumpur - Foodpanda

Description

'To be the most loved everyday food and groceries destination' - that's our mission at foodpanda (small 'f').

foodpanda is the largest food and grocery delivery platform in Asia, outside of China. Operating in more than 400 cities across 11 markets, we continue to expand and grow in our core food delivery business, as well as in new verticals like grocery deliveries, with a strong tech infrastructure at our core. From our restaurants-partners, cloud kitchens and cloud grocery stores - foodpanda is just one tap away, getting everything you need into your hands quickly and conveniently

We are looking for enthusiastic problem solvers to join us in scaling our platform, to digitalise businesses in Asia, uplift rider livelihoods and build a hyper-convenient platform for our customers. If you love working with technology to create solutions and are not afraid to roll up your sleeves to get things done, you will find your tribe here at foodpanda. Our diverse and high-performing team comprises people from more than 60 nationalities, and we welcome all experiences, backgrounds, and perspectives.

As the Manager of Customer Insights (Compensation Strategy) at foodpanda Malaysia, you will play a pivotal role in shaping and optimizing our compensation strategy to enhance customer engagement, retention, and overall satisfaction. Leveraging your analytical prowess and strategic mindset, you will dive deep into customer data to identify trends, preferences, and opportunities. Your insights will inform the development of innovative compensation strategies tailored to the Malaysian market, ultimately driving business growth and fostering a loyal customer base.

Responsibilities:

Compensation Strategy Development:

• Lead the research and analysis of industry trends, benchmarking data, and competitive practices related to delivery partner compensation.
• Develop and execute a compensation strategy that is aligned with customer expectations and competitive market trends.
• Ensure that compensation packages resonate with our target talent pool.

Data Analysis and Insights:

• Analyse performance and compensation data to identify correlations, patterns, and opportunities for optimizing compensation structures.
• Use data to provide evidence-based recommendations for adjustments and improvements.

Stakeholder Collaboration:

• Issue Resolution: Oversee the resolution of customer issues related to orders, deliveries, or experiences.
• Collaborate with customer support and operations teams to ensure swift and satisfactory resolutions.
• Communicate findings and proposals effectively to senior management and cross-functional stakeholders.

Process Improvement:

• Continuously assess and refine compensation processes to enhance efficiency and effectiveness.
• Implement automation where feasible.
• Monitor and evaluate the effectiveness of the initiative, making adjustments as needed.

Performance Analysis:

• Monitor the impact of compensation changes on customers' satisfaction, and retention.
• Generate reports and insights to evaluate the success of compensation strategies.
• Create regular reports on compensation program performance, providing insights and recommendations for adjustments as needed.

Requirements:

• Bachelor's degree in Business, Marketing, or a related field. Master's degree is a plus.
• Proven experience in customer compensation, customer experience management, or a similar role.
• Strong analytical skills and proficiency in data analysis tools (e.g., Excel, SQL) to derive insights and make informed decisions.
• Excellent communication and presentation skills, with the ability to convey complex information.
• Collaborative mindset with the ability to work effectively with cross-functional teams.
• Leadership experience, with the ability to drive projects, manage stakeholders, and mentor junior team members.
• Familiarity with compensation management software and data analytics tools is desirable.