Director, User Retention

Company Description

foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

Job Description

The Director User Retention will lead user growth and engagement strategies across 16 countries and three brands, focusing on expanding and retaining our active user base. This role is key to developing our new verticals offerings to drive user retention and increased engagement. You will lead a team of 15+ managers and individual contributors, all dedicated to optimizing and growing our user ecosystem effectively.  

Main responsibilities:

• Own User Retention and Engagement: You set the strategic direction for the retention and New verticals team and drive initiatives to support the positive development of the key user retention and engagement metrics across our offerings;
   
• Optimize Retention ROI: Continuously refine user lifecycle communications and investments, encouraging users to adopt and retain high-value behaviours through communication triggers, discounts, and coupons at always-improving ROIs;
   
• Accelerate New Vertical Adoption: Collaborate with Quick Commerce business counterparts to set the strategy for accelerating Quick Commerce adoption and retention. You will drive the efficient and effective use of the Quick Commerce vertical’s marketing budget:
   
• Enhance Segmentation, Targeting, and Experimentation: Continuously improve user segmentation, enhance targeting, and lead the design and execution of experiments to boost customer retention and engagement, working closely with Product and data teams to support your objectives;
   
• Drive Cross-Functional Collaboration and Alignment: Partner effectively with Product, Data, Marketing, and our local + central teams to pressure-test our retention strategy and deliver on the right growth initiatives. 

Qualifications

• Minimum 12 years in relevant fields, with 5+ years in B2C tech (growth or marketing) and roles like management consulting, investment banking, or strategy in high-growth environments; Quick Commerce experience in customer adoption/retention is a plus;
• Proven ability to lead large teams (10+ people) and foster professional growth at all levels;
• Strong interpersonal skills with a track record of influencing senior leadership and aligning cross-functional teams;
• Skilled in data-driven decision-making and comfortable working in ambiguous, dynamic market conditions;
• Familiarity with CRM and marketing automation tools, such as Braze or HubSpot, is a plus.