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Job summary

The Head of Account Management is responsible for leading the growth, retention, and strategic development of the company's restaurant and F&B partner portfolio in Singapore. This role drives commercial performance through strong leadership, operational rigor, and strategic account management, while serving as a key leader within the broader commercial organization.

As one of the most senior leaders within the commercial function, this role is expected to operate with strong commercial acumen, leadership maturity, and business ownership.

Responsibilities:

Commercial Strategy & Execution

Develop and execute account management strategies that accelerate growth across the Singapore F&B and restaurant portfolio, clearly setting where to play and how to win
Identify and prioritize key merchant segments, growth opportunities, and go-to-market approaches that improve order volume, merchant performance, retention, and customer experience
Own strategic relationships with key restaurant partners, ensuring strong engagement, sustainable growth, and long-term partnership value
Translate company and commercial priorities into clear action plans for the Account Management team, ensuring plans are measurable, actionable, and adopted across teams
Support the team in complex commercial discussions, escalations, negotiations, and partnership opportunities
Partner closely with Marketing, Operations, Finance, Product, and Regional teams to execute market-level initiatives effectively
Define targets, KPIs, and performance metrics own the measurement and reporting process using appropriate systems, tools, and business review cadences
Take ownership of high-priority, mission-critical initiatives that address urgent business needs, ensuring swift delivery and measurable outcomes

Leadership: Culture, Performance & Operational Excellence

Lead, inspire, and develop a high-performing Account Management team, fostering a culture of accountability, ownership, agility, and continuous improvement
Build leadership capability and succession depth within the team, ensuring strong bench strength and long-term organizational stability
Elevate the team's commercial and consultative capabilities through structured coaching, QBR frameworks, pitch/play books, and data-driven account planning
Empower the team to identify and resolve merchant, operational, and performance bottlenecks swiftly while ensuring alignment with broader strategic goals
Lead a bottom-up approach to uncover local market opportunities, operational inefficiencies, and performance gaps, translating insights into scalable improvements
Ensure service levels, sales productivity, merchant engagement, and operational standards are consistently met or exceeded
Drive continuous optimization by identifying opportunities to improve team productivity, partner experience, and overall commercial performance

Requirements:

Bachelor's Degree in Business, Marketing, Economics, or a related field Master's preferred
8-12 years of progressive commercial, account management, or sales leadership experience, ideally in F&B, e-commerce, marketplace, or high-growth environments
Proven track record in developing and executing commercial or account management strategies that drive sustainable growth
Demonstrated experience leading high-performing sales or account management teams, with strong coaching and people-development capabilities
Strong understanding of the Singapore F&B / restaurant landscape and merchant operating realities
Experience working cross-functionally with Operations, Finance, Marketing, Product, and Regional teams to execute complex initiatives
Strong analytical, strategic, and operational decision-making skills, with comfort using data, forecasting, and reporting tools
Strong stakeholder management skills, with the ability to influence senior leaders, external partners, and team members across levels
Proven ability to diagnose operational issues, streamline processes, and lead continuous improvement initiatives
Outstanding communication and presentation skills, with the ability to convey complex concepts simply and persuasively
Highly adaptable, with the ability to thrive in fast-changing and ambiguous environments while maintaining strong ownership and urgency

Head, Account Management (Food)