Vendor Experience Specialist

Role Overview: As a Vendor Experience Specialist in Incubation you will support newly activated partners through their critical first weeks on the platform. This role ensures that recently onboarded vendors reach their early performance milestones first orders menu quality operational readiness and receive the right guidance and support before transitioning to steady-state account management. You are the first line of proactive support for new vendors helping them succeed and reducing early churn.

Key Responsibilities:

• Incubation Monitoring & Issue Deep Dives: Monitor and improve the performance of vendors in the incubation phase. Act as Point of Contact (POC) for local market development topics and lead deep dives to address any performance or process-related issues.
• Support Experience Coordination: Assist in executing the support experience for vendors in the incubation phase collaborating with Activation Sales Logistics and Account Management to ensure smooth handoffs and effective interactions.
• Data-Driven Insights and Metrics Tracking: Monitor and analyze key incubation metrics such as first order completion rate early defect rate menu quality score contact rate and vendor VSAT. Help identify vendors at risk of underperformance or early churn and support implementation of corrective actions to optimize early-stage outcomes.
• Process Improvement and Friction Reduction: Assist in identifying common pain points faced by incubating vendors such as menu setup issues device problems or operational misunderstandings and suggest process improvements to minimize friction. Collaborate with the team to create scalable coaching materials FAQs and SOPs that streamline the incubation experience.
• Cross-Functional Collaboration: Work closely with Activation Account Management Operations and Support teams to ensure alignment on incubation priorities and vendor health. Share insights from the incubation phase and participate in cross-functional initiatives aimed at improving early vendor performance and reducing churn.
• Support Transformation Projects: Participate in transformation projects led by the Supporting functional teams to bring innovative solutions to the vendor incubation journey. Support implementation efforts maintain tracking tools and contribute to progress reporting on key initiatives.

Qualifications :

• 12 years of experience in operations vendor support account management or customer-facing roles.
• Interest in marketplace dynamics and vendor/partner success.
• Strong attention to detail with ability to manage multiple vendors simultaneously across different stages of the incubation journey.
• Comfortable working across systems and tools (Excel CRM ticketing platforms Salesforce).
• Proactive organized and collaborative mindset able to spot problems before they escalate.
• Good communication skills; confident reaching out to external partners by phone or email.
• Fluency in English and Hungarian

Remote Work :

No

Employment Type :

Full-time