Account Ownership & Growth
- Own and manage a portfolio of premium takeaway-restaurant accounts as the primary relationship manager
- Build and maintain strong, long-term partnerships with restaurant owners, operators, and senior stakeholders
- Identify and execute growth opportunities through promotions, upsells, and cross-sells
POS & Operational Excellence
- Lead POS onboarding, system integrations, and ongoing operational support
- Ensure effective POS adoption, utilization, and issue resolution
- Partner with Operations, Tech, and Support teams to resolve partner issues within defined SLAs
Performance & Analytics
- Track, analyse, and optimise key performance metrics including GMV, order volume, cancellations, SLAs, and ratings
- Conduct regular business reviews and performance discussions with partners
- Drive data-backed recommendations to improve partner performance and revenue
Compliance & Retention
- Ensure compliance with platform policies, pricing, and service standards
- Drive partner satisfaction, retention, and churn reduction
- Act as an escalation point for critical partner issues and ensure timely resolution
Key Result Areas (KRAs)
- Partner satisfaction and retention
- Revenue and GMV growth
- POS adoption and effective usage
- Issue resolution turnaround time (TAT)
- SLA adherence and operational excellence
Key Performance Indicators (KPIs)
- Month-on-month revenue growth
- Partner retention rate
- POS utilization and issue resolution success rate
- Average response and resolution time
- Partner CSAT / feedback score
Requirements
- 2 to 5 years of account management experience in food delivery, food tech, or takeaway platforms
- Proven experience managing premium / enterprise restaurant accounts
- Hands-on experience with restaurant POS systems (onboarding, integrations, troubleshooting, reporting)
- Strong understanding of food delivery operations and marketplace dynamics
- Excellent communication, negotiation, and stakeholder management skills
- Data-driven mindset with strong analytical and problem-solving abilities
