Job Description: Key Accounts Manager (Food Delivery - Online

Platforms)

Position Overview:
As a Key Accounts Manager for an online food delivery company, you will be responsible
for managing and developing relationships with a portfolio will be on all the restaurants but
your primary focus will be on around the 200 key accounts, which require close follow-up,
attention, and specialized support. Many of these key accounts consist of international
restaurants owned by foreigners. This role requires strong relationship-building skills,
exceptional communication abilities, and a deep understanding of the food delivery industry.

Responsibilities:
1. Key Account Management:

- Foster strong relationships with key account stakeholders, including restaurant owners,
managers, and decision-makers. This involves regular communication, understanding their
unique needs and challenges, and acting as a trusted advisor.
- Proactively address any issues or concerns raised by key accounts, working closely with
internal teams to resolve them in a timely and satisfactory manner, that means Conduct
regular check-ins, meetings, and consultations with key accounts to understand their
performance, address concerns, and identify opportunities for growth and improvement.
- Develop a deep understanding of the key accounts' needs, goals, and challenges, and
provide personalized support and solutions to ensure their satisfaction and loyalty.

2. International Restaurant relationship building:

- Build strong relationships with international restaurant owners, by Fostering open lines of
communication, trust, and collaboration with key account stakeholders, ensuring their needs
are understood and addressed effectively.
- Act as a brand ambassador, promoting the company's values, services, and benefits to key
accounts, and cultivating a positive image of the company within the restaurant community.
- Understand and respect the cultural nuances and business practices of international
customers by understanding their cultural backgrounds, expectations, and business practices
of the restaurant owners, ensuring effective communication, collaboration, and support.
- Provide guidance and assistance to international key accounts in navigating any language or
cultural barriers they may encounter while using the online platform
- On Problem Resolution act as a dedicated point of contact for key accounts, promptly
addressing any issues or concerns they may encounter. Take ownership of problem
resolution, liaising with internal teams and leveraging resources to ensure timely and
satisfactory resolutions.
- Making sure this accounts use the restaurant application, by giving proper training and
follow ups.
3. Market Analysis and Insights:

- Conduct market research and analysis to identify opportunities for growth and improvement
within the key accounts segment.
- Regularly analyse key accounts' performance data, such as order volume, customer
feedback, and revenue, to identify trends, opportunities, and potential challenges.
- Provide regular reports and feedback to the management team, Generating comprehensive
reports and presentations summarizing key accounts' performance, growth potential, and
recommendations for enhancing their success and satisfaction.
- Analyse and suggest different ways for to boost revenue and increase visibility of key
accounts to marketing team and follow up their progress

4. Cross function with other departments

A. Operations Team:

- Coordinate on order processing and delivery logistics: Collaborate with the operations team
to ensure smooth order processing, accurate delivery, and timely order fulfilment for key
accounts. Communicate any specific requirements or changes requested by key accounts and
ensure they are implemented effectively.
- Address operational challenges: Act as a liaison between key accounts and the operations
team to address any operational challenges or concerns raised by key accounts. Provide
insights from key accounts to help streamline processes, optimize delivery routes, and
improve overall operational efficiency.

B. Customer Support Team:

- Advocate for key accounts: Act as an advocate for key accounts within the customer
support team, ensuring their needs and concerns are addressed promptly and effectively.
Provide insights and context on key accounts' specific requirements to enable the customer
support team to deliver personalized and efficient support.
- Coordinate issue resolution: Collaborate with the customer support team to resolve any
issues or complaints raised by key accounts. Provide necessary information and context to
facilitate timely and satisfactory resolutions. Follow up with key accounts to ensure their
concerns have been addressed to their satisfaction.