Personal Shopper Lead

About the role

Delivery Hero is looking for a Personal Shopper Lead in Cairo to lead and develop the Personal Shopper Coordinator team. The role owns the operational performance of the Personal Shopper network and drives its key KPIs, working with retail partners and commercial teams.

Key responsibilities

• Lead and develop the Personal Shopper Coordinator team, ensuring consistent execution, high performance and achievement of operational objectives across all retail partners.
• Own the operational performance of the Personal Shopper network, driving KPIs such as productivity, preparation time, order accuracy, substitutions, cancellations, service levels and customer satisfaction.
• Develop and run strategic initiatives to grow the business, increase order capacity, improve efficiency and enhance the customer experience.
• Partner with Commercial and Retail Partner teams to strengthen key account relationships, support expansion, resolve escalations and prepare for new launches.
• Analyse performance, identify trends and turn insights into action plans that improve efficiency, quality and profitability.
• Lead workforce and capacity planning and resource optimisation to meet current and future demand.
• Drive continuous improvement by redesigning processes, introducing best practices and using data to raise service quality.
• Work cross-functionally with Customer Experience, Live Operations, Fleet, HR, Training, Product and Commercial teams.

Required profile

• Bachelor's degree in Business Administration, Logistics, Supply Chain, Operations Management or a related field.
• 6+ years of experience in Operations, Retail, E-commerce, Grocery or Marketplace, including at least 2 years in a leadership role.
• Proven experience managing managers or multi-site operations.
• Demonstrated ability to lead large-scale operational improvements in a fast-paced environment.

Required skills

• Strong analytical skills and stakeholder management.
• Excellent communication skills.
• Advanced Excel; Power BI or SQL is a strong advantage.