Account Manager II

As a Senior Account Manager, you will be responsible for managing a portfolio of merchants (Key
accounts, Enterprises and Small and Medium Merchant Partners) within our food delivery platform.
Your primary focus will be on building strong and positive relationships with merchants - you will be
consulting such partners to ensure high satisfaction and to drive growth in their businesses. You will also
sell and upsell marketing products to grow revenue, maintain operational quality, and maximize
business retention. In addition, you will focus efforts on new acquisition of Small and Medium (SMB)
Merchant Partners to the platform. It is the perfect mix between a commercial and an
analytical/operational role.
If you are passionate about customer service, operations and have commercial skills in partner
management, communication, and problem-solving, as well as outstanding learning agility, this is an
amazing opportunity for you!
Key Responsibilities:




1.Merchant Relationship Management:
Develop and maintain strong relationships with assigned key merchants, through regular visits
and meetings.
Understand their business needs, challenges, and goals and develop strategies in conjunction
with your partners to help grow their businesses (e.g. effective marketing plans, menu
optimisations, operational improvements etc.) and experiment with new busine ss models (eg.
delivery-only kitchens).
2. Portfolio Management:
Hold accountability and ownership in managing a portfolio of merchants, and ensure sales
attainment targets are met month-on-month.
Monitor performance metrics, including order volume, revenue, investments, customer
satisfaction, churn and other key metrics.
Use your analytical ability combined with operational rigor to identify gaps in your portfolio to
drive forward partnership KPIs and maximize your impact. Utilize data-driven decision making to
understand the performance of initiatives to ensure you are effectively prioritizing those with
the highest return on investment.
3. Sales and Upselling:
Drive demand to the app, by working with Marketing and Growth teams to improve our brand
strength and in-app conversion. This includes selling and upselling MarTech products to
merchants.
4. Retention Strategies:
Implement strategies to retain existing merchants.
Address any issues promptly and proactively.
Provide exceptional customer service to ensure long-term partnerships.
5. Market Insights:
Stay informed about industry trends, competitor activities, and market dynamics.
Use these insights to tailor solutions and recommendations for merchants.
6. SMB Acquisition:
Travel extensively to acquire SMB merchants in targeted geos in order to acquire SMB
merchants to grow the assigned portfolio.




Basic Qualifications & Skills:
Bachelor's degree in Business Administration, Marketing, or a related field.
4-8 years of experience in account management, with at least 4 years of it being in online
marketplaces would be an added advantage.
Confident in making data-led decisions and using sound business judgment.
Excellent communication (verbal and written) and negotiation skills.
Fluent in both English and Sinhala to effectively communicate with merchants. Fluency in Tamil
will be an added advantage.
Willingness to hustle, roll up sleeves, and get in the weeds with our highest value partners.
Speed and go-getter attitude is highly advantageous in this role.
Preferred Skills:
Problem solving skills: when you see a problem, you work hard and think out of the box until
you fix it.
Capable to run analysis and/or understand data and transform it into relevant insights.
Strong executive presence and have a track record of outperforming metrics-based business
goals