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Senior Performance Analyst, Marketplace Experience

Delivery Hero — Germany · Posted ~3 hours ago

Senior Full-time Visa History ✓

Skills

Performance analysis KPI management Data analysis Financial impact analysis Customer retention analysis Operational performance management Cost optimization Cross-functional collaboration Stakeholder management Strategic problem-solving Data analytics KPI dashboards Performance reporting Financial analysis Marketplace analytics

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Summary ✨ AI‑Generated

A large international marketplace organization is seeking a Senior Performance Analyst to lead regional performance analysis and governance for customer, partner, and service experiences. You will identify experience-related losses, analyze retention and service costs, establish performance priorities, and coordinate with operations, finance, and executive stakeholders to turn insights into measurable business improvements. The role combines analytical ownership, strategic influence, and cross-functional collaboration.

Highlights

High-impact analytical role with ownership of regional performance metrics and direct influence on retention, operating efficiency, and cost control. The position offers collaboration with senior business leaders and cross-functional teams, connecting customer experience improvements to measurable financial outcomes.

Description

Job DescriptionYour work-life opportunity: As Senior Performance Analyst – Marketplace Experience, you will own the performance narrative and governance of Marketplace Experience across your region. You will be responsible for identifying, quantifying, and reducing experience-driven value loss, improving structural marketplace health, and closing the Retention Gap between seamless and non-seamless journeys. This role focuses on measurable business impact, connecting operational friction to financial outcomes and driving cross-functional alignment to improve retention, efficiency, and cost control. You will work closely with country MD’s, Operations, Service, Finance and Global HQ functions to ensure experience priorities translate into tangible regional performance improvements. Be a part of a team where you will: Own and drive regional Marketplace Experience KPIs: Experience-Driven Value Loss, Cost-to-Serve / Recover, and Retention Gap — balancing efficiency with experience protection Identify structural drivers of value loss across Customer, Rider, and Partner journeys and quantify their financial impact Challenge regional teams on inefficiencies and ensure clear action plans with measurable outcomes Prioritize high-ROI interventions and reallocate focus toward the biggest experience and cost levers Lead regional performance reviews with GMs and senior stakeholders, creating transparency and accountability Escalate systemic marketplace issues to Global teams, advocating for structural fixes over short-term patches Ensure consistent reporting, performance storytelling, and decision-making frameworks across markets