SMB Senior Team Leader - Account Management at Deliveroo
Hybrid working: two days a week, office located in Manchester City Centre.
The role of the Senior Team Lead is to manage a team of Account Managers and assist the Head of Department to lead the SMB Account Management team to success. You will be responsible for SMB restaurant growth by coaching AMs on commercial negotiations, pitching growth opportunities, nurturing client relationships, driving performance excellence and leading strategic initiatives.
Responsibilities
* Deliver and improve the SMB Account Management function through management and coaching of a team to provide excellent service to partners.
* Directly manage a team of 10‑15 with varying levels of expertise.
* Recruit, reward and develop your own team.
* Establish and maintain a performance management framework.
* Focus on operational excellence and lead strategic initiatives to enhance client relationships, provide great outcomes for partners and identify commercial opportunities for growth.
Accountabilities
* Collaborate with the Head of Department to set strategic goals and implement strategies to drive restaurant growth and client satisfaction.
* Engage and motivate the team to maintain high morale and low absenteeism and turnover.
* Manage resources and prioritise workloads to ensure achievement of targets and KPIs.
* Support team members through regular 1:1s and reviews to identify and address development needs.
* Monitor team performance and output using performance and quality data, set or adjust targets and raise standards.
* Recruit quality staff through effective interviewing and recruitment tools, in collaboration with HR.
* Liaise with Learning and Development to maximise training value.
* Represent the SMB AM team on projects, campaigns and initiatives to guarantee SMB AM needs are represented and prioritised.
* Provide regular management information reports to assist in strategic decision‑making; use insights to drive continuous improvement.
* Research and resolve complex complaints referred from AMs, identifying causes and taking appropriate action.
* Ensure relevant briefings communicate company plans and procedural changes.
* Work with other managers and stakeholders to ensure AMs receive coaching, development and technical support.
Skills Required
* Demonstrated management experience of at least 2 years.
* Proven track record of managing large teams.
* Experience within an Account Management or Sales Management environment at a leadership level.
* Excellent planning, organisational and coaching skills.
* Proficiency with Salesforce or other CRM systems is advantageous.
Why Deliveroo
Our mission is to transform the way people shop and eat by bringing the neighbourhood to their door. We are a technology‑driven company at the front of the most rapidly expanding industry. We move fast, value autonomy and ownership, and are always looking for new ideas.
Benefits and Diversity
We offer a range of benefits in areas including health, family, finance, community, convenience, growth, time away and relocation.
We believe a great workplace is one that represents the world we live in and is as diverse as it can be. Any diversity, including gender, race, sexuality, religion or any other characteristic, is welcomed. All you need is a passion for food and a desire to be part of one of the fastest growing startups in an exciting space.
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