Job Description & How to Apply Below
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
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