Team Lead, Account Management

Job Description

We are looking for a passionate, people-first, and commercially driven Team Lead, Account Management to guide, coach, and inspire our account management team. In this role, you will lead a dedicated team focused on nurturing, scaling, and championing our restaurant partners across the platform.

You sit right at the heart of our commercial engine. You are an encouraging leader who is excited to step up and develop talent, as well as a relentless advocate for the F&B industry. You genuinely love food, understand the hustle of running a kitchen, and thrive on walking into a restaurant, sitting down with owners, chefs, and decision-makers, and building lasting, trust-based partnerships that unlock sustainable mutual growth.

Team Vision

• Champion Restaurant Success & Food Culture: Act as the voice of our restaurant partners. We don’t just manage accounts; we partner with culinary visionaries, local favorites, and household brands to help their businesses flourish.

• Empower & Elevate People: Build a collaborative, high-energy coaching culture where Account Managers are mentored to reach their peak potential and take pride in their craft.

• Drive Commercial Excellence & Sustainable Growth: Deliver mutual value through Joint Business Planning (JBPs), data-led menu and marketing optimizations, and win-win commercial frameworks.

Responsibilities:

People Leadership & Team Enablement

• Lead and Mentor: Guide, coach, and support a team of Account Managers, fostering a culture of ownership, curiosity, and high performance.

• Target Setting & Accountability: Define, track, and review clear operational and commercial KPIs (portfolio GMV, revenue growth, partner retention, campaign adoption).

• Talent Development: Conduct regular 1-on-1s, support individual career growth paths, resolve day-to-day escalations, and participate in hiring and onboarding future team members.

Relationship Building & Partner Advocacy

• Authentic Relationship Management: Build authentic, long-term relationships with restaurant owners, F&B group directors, and store managers. You speak the language of restaurateurs—from table turn rates and kitchen workflows to margin pressures.

• Commercial Dialogues & Escalations: Step in on key partner discussions, including joint brand promotions, POS integrations, commission frameworks, and contract renewals.

• Partner Voice: Advocate fiercely for merchant needs internally, collaborating cross-functionally with Product, Operations, Marketing, and Logistics to resolve operational pain points.

Commercial Strategy & Account Growth

• Business Reviews & Planning: Guide the execution of Joint Business Plans (JBPs) and Business Reviews with key partners to forecast revenue, set growth milestones, and align promotional calendars.

• Growth Campaigns & Deals: Support your team in co-creating high-performing commercial campaigns, exclusive offerings, and curated vendor deals that delight foodies and maximize vendor profitability.

• Data-Driven Advisory: Translate platform analytics into clear commercial narratives, consulting partners on order trends, basket sizes, pricing architecture, and customer retention.

Operational Agility & Process Optimization

• Streamline Best Practices: Standardize AM workflows, SOPs, and reporting routines to minimize administrative friction and free up time for strategic partner touchpoints.

• Cross-Functional Collaboration: Partner with commercial ops, legal, and finance to ensure smooth contract management, incentive payouts, and billing processes.

Qualifications

• Experience: 4–8 years of commercial account management, business development, or merchant partnerships experience—ideally in food delivery, e-commerce, F&B retail, or fast-paced digital marketplaces.

• Genuine Passion for Food & Hospitality: You truly love food and respect the craft of the restaurant industry. You are energized by meeting owners, listening to their culinary journeys, and helping local eateries and restaurant brands thrive.

• Masterful Relationship & Negotiation Skills: An exceptional communicator with proven presence when interfacing with partners of all sizes—from head chefs and independent store owners to executive decision-makers. Skilled in navigating commercial discussions with empathy and backbone.

• Leadership & Coaching Mindset: A natural mentor who takes joy in supporting team members, sharing best practices, celebrating wins, and helping others navigate challenges.

• Analytical & Commercial Acumen: Confident working with data (Looker, Excel, Salesforce, or equivalent BI tools) to uncover growth bottlenecks, present business cases, and make informed decisions.

• Agility & Drive: A proactive, self-starter mentality with the ability to navigate ambiguity, roll up your sleeves, and thrive in a fast-paced environment.

Additional Information

What we can offer:
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• High Impact at Scale: Shape the future of the local culinary and on-demand delivery ecosystem, directly impacting thousands of restaurant livelihoods and millions of customers.

• Leadership & Growth: Ample room for personal and professional growth with international mobility options across the wider Delivery Hero network.

• Autonomy & Culture: A vibrant, inclusive, and collaborative working atmosphere with regular team events and a strong feedback culture.

• Total Rewards: Competitive compensation package, health and dental coverage, generous food perks, and tailored learning and development programs.