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Wolt

On-demand delivery platform for food

Sub-Region Head of Account Management

Account ManagementUpdated on Nov 14
Full-timeWarsaw, PolandIn-person

About the Job

Requirements

  • At least 8 years of experience in account management, customer success, or sales leadership, including direct experience.
  • At least 3 years of experience managing managers or Team Leads.
  • A track record of scaling teams through hiring, enablement, processes, and tooling while improving retention and account-growth metrics.
  • Strong operational and analytical skills, including forecasting, key performance indicators, dashboards, and customer relationship management systems such as Salesforce, HubSpot, or Gainsight.
  • Experience coaching people, running calibration, conducting performance management, and building leadership bench strength.
  • Ability to influence senior leadership and partner across product, sales, marketing, and operations.
  • A customer-first approach focused on measurable outcomes, including net revenue retention, churn, adoption, and average revenue per account.
  • A bachelor's degree or equivalent experience.

Responsibilities

  • Define and execute the account management strategy, including segmentation, coverage models, customer lifecycle motions, and the long-term roadmap.
  • Line-manage Team Leads and frontline Account Managers; hire, coach, develop, and scale leaders; and run regular one-to-ones, calibration, and career planning.
  • Build standard operating procedures, playbooks, key performance indicators, forecasting cadence, quota and incentive design, and capacity planning for the account management channel.
  • Own revenue retention, expansion through upselling and cross-selling, and churn-reduction strategies to maximize merchant take-home pay.
  • Lead advertising and promotions commercial motions by defining go-to-market and coverage for WoltAds, promotions, campaigns, and venue marketing credits, and partnering with local advertising teams to prioritize spend, co-funding, and conversion playbooks.
  • Create local and Mx promotion-funding and co-funding playbooks, set co-funding targets, and ensure campaign efficiency and measurement, including orders uplift per promotional euro.
  • Grow advertising sales revenue within the account portfolio, drive adoption of evergreen campaigns and AutoBidding, and increase average revenue per account from advertising and promotional products.
  • Establish and monitor metrics, dashboards, and reporting, and use data to optimize coverage, productivity, and targeting.
  • Partner with Sales, Marketing, Onboarding, Product, Finance, and Operations to align acquisition with post-sale motions, surface product feedback, and improve customer outcomes.
  • Represent customer needs internally, lead resolution for strategic or high-impact accounts and systemic issues, and steward voice-of-customer insights.
  • Lead workforce planning, staffing models, and budget recommendations for the account management organization.
  • Lead change initiatives involving tooling, processes, customer relationship management automation, and quality assurance.

Desired Qualifications

  • Experience in marketplaces, logistics, software as a service, or commerce platforms.
  • Experience with subscription or recurring-revenue business models and incentive-plan design.
  • Experience scaling teams across multiple markets or countries and managing distributed teams.
  • Experience with operational tools such as Tableau or Looker, or other business-intelligence tools.

About the Company

Wolt

On-demand delivery platform for food

Wolt is an on-demand delivery platform based in Helsinki that connects customers with local restaurants and stores to deliver food and other goods. How it works: users order via a mobile app or platform, and Wolt’s technology routes orders to nearby couriers who are independent contractors. Couriers pick up items from partners and deliver them to customers; the app handles payments, including delivery fees, service charges, and commissions for partners, with customers able to tip couriers directly. Differences from competitors: Wolt combines a broad network of partner restaurants and stores with a route-optimizing platform, offers flexible earnings for couriers, and supports tipping through the app, all aimed at making deliveries quick and convenient. Goal: to provide a seamless, efficient delivery experience by leveraging technology to optimize routes and timing.

Company size
10,001+
Company stage
Acquired
Total funding
$821.3M
Headquarters
Helsinki, Finland
Founded
2014

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