Manager Vendor Help Desk

Role Summary:

In this new role we are seeking a manager to coach and handle the performance of a group of 3-5 Team Leaders who in turn are responsible for managing a junior team of 50 online account managers. This centralized team is responsible for remotely managing talabats longtail restaurant portfolio - through telephone chat and email communications. 

Critical to our long-term strategy this role ensures the effective engagement growth and retention of accounts through impactful coaching training performance management and operational execution. Additionally the Manager plays a key role in promoting self-service capabilities across the portfolio and ensuring compliance with internal processes and KPIs Building strong long-lasting relationships with key clients and stakeholders.
This role will be accountable to drive process improvements and best practices within the account management team stay informed about industry trends competitors and market developments to proactively advise partners.
Key Responsibilities:

• Lead coach and develop 3-5 Team Leaders to deliver on portfolio level targets - including GMV growth engagement order volume and vendor satisfaction.
• Monitor performance and pipeline activities through regular reporting and provide strategic guidance to drive performance improvement & operational efficiency.
• Supporting the team in unlocking growth and resolving critical issues ensuring presence in tough negotiations. 
• Identify upselling and cross-selling opportunities to maximize account potential.
• Drive the adoption of self-serve capabilities among long-tail accounts by ensuring the team is consistently educating partners on the Vendor Portal Partner App and growth tools.
• Ensure team alignment with Talabats commercial priorities and frameworks ensuring consistent use of playbooks tools and engagement cadences.
• Collaborate with cross-functional teams (e.g. Sales Commercial Vendor Support Logistics) to streamline processes and improve the partner experience.
• Prepare regular reports and updates for senior management highlighting achievements and proposing strategic adjustments.
• Conduct in-depth market analysis to identify trends competitor activities and opportunities for improvement.

Qualifications:

• 5years of experience in Sales/Account Management with Proven experience of minimum 3 years in leadership in commercial roles.
• Demonstrated leadership ability with a track record of managing or mentoring high-performing teams
• Strong communication stakeholder management and problem-solving skills.
• Self-starter with high agility and resilience in fast-paced dynamic environments.
•  Excellent market analysis and strategic planning capabilities.

Remote Work:

No

Employment Type:

Contract