Overview In this role, you will own the performance narrative for Marketplace Experience across your region, driving measurable improvements in retention, efficiency, and cost control. You will quantify value loss, align cross-functional priorities with regional performance goals, and advocate for sustainable, structural fixes over quick patches. You'll partner with country MDs, Operations, Service, Finance, and Global HQ to translate experience priorities into tangible business impact.

This role offers the chance to shape marketplace health and deliver meaningful improvements for riders, customers, and partners.

Responsabilidades Own regional Marketplace Experience KPIs (Value Loss, Cost-to-Serve/Recover, Retention Gap) and balance efficiency with experience protection

Identify structural drivers of value loss across Customer, Rider, and Partner journeys and quantify financial impact

Challenge regional teams on inefficiencies and ensure actionable, measurable plans





Prioritize high-ROI interventions and reallocate focus to major experience and cost levers

Lead regional performance reviews with GMs and senior stakeholders, ensuring transparency and accountability

Escalate systemic marketplace issues to Integral teams and advocate for structural fixes

Ensure consistent reporting, performance storytelling, and decision-making frameworks across markets

Requisitos principales 5+ years of experience in performance, strategy, operations, or analytical roles

Strong ability to connect operational metrics to financial impact

Experience influencing cross-functional stakeholders without direct authority

Structured problem-solving and strong analytical capabilities

Excellent communication and stakeholder management skills

High ownership mindset, hands-on, and bias for measurable impact communication stakeholder management ownership analytical capabilities data-driven decision making financial impact assessment

📌 Senior Performance Analyst- Customer, Rider, Partner Experience [Customer Service] (Barcelona)
🏢 Glovo
📍 Barcelona