Head, Account Management (Food)

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Job summary

The Head of Account Management is responsible for leading the growth, retention, and strategic development of the company's restaurant and F&B partner portfolio in Singapore. This role drives commercial performance through strong leadership, operational rigor, and strategic account management, while serving as a key leader within the broader commercial organization.

As one of the most senior leaders within the commercial function, this role is expected to operate with strong commercial acumen, leadership maturity, and business ownership.

Responsibilities:

Commercial Strategy & Execution

• Develop and execute account management strategies that accelerate growth across the Singapore F&B and restaurant portfolio, clearly setting where to play and how to win

• Identify and prioritize key merchant segments, growth opportunities, and go-to-market approaches that improve order volume, merchant performance, retention, and customer experience

• Own strategic relationships with key restaurant partners, ensuring strong engagement, sustainable growth, and long-term partnership value

• Translate company and commercial priorities into clear action plans for the Account Management team, ensuring plans are measurable, actionable, and adopted across teams

• Support the team in complex commercial discussions, escalations, negotiations, and partnership opportunities

• Partner closely with Marketing, Operations, Finance, Product, and Regional teams to execute market-level initiatives effectively

• Define targets, KPIs, and performance metrics own the measurement and reporting process using appropriate systems, tools, and business review cadences

• Take ownership of high-priority, mission-critical initiatives that address urgent business needs, ensuring swift delivery and measurable outcomes

Leadership: Culture, Performance & Operational Excellence

• Lead, inspire, and develop a high-performing Account Management team, fostering a culture of accountability, ownership, agility, and continuous improvement

• Build leadership capability and succession depth within the team, ensuring strong bench strength and long-term organizational stability

• Elevate the team's commercial and consultative capabilities through structured coaching, QBR frameworks, pitch/play books, and data-driven account planning

• Empower the team to identify and resolve merchant, operational, and performance bottlenecks swiftly while ensuring alignment with broader strategic goals

• Lead a bottom-up approach to uncover local market opportunities, operational inefficiencies, and performance gaps, translating insights into scalable improvements

• Ensure service levels, sales productivity, merchant engagement, and operational standards are consistently met or exceeded

• Drive continuous optimization by identifying opportunities to improve team productivity, partner experience, and overall commercial performance

Requirements:

• Bachelor's Degree in Business, Marketing, Economics, or a related field Master's preferred

• 8-12 years of progressive commercial, account management, or sales leadership experience, ideally in F&B, e-commerce, marketplace, or high-growth environments

• Proven track record in developing and executing commercial or account management strategies that drive sustainable growth

• Demonstrated experience leading high-performing sales or account management teams, with strong coaching and people-development capabilities

• Strong understanding of the Singapore F&B / restaurant landscape and merchant operating realities

• Experience working cross-functionally with Operations, Finance, Marketing, Product, and Regional teams to execute complex initiatives

• Strong analytical, strategic, and operational decision-making skills, with comfort using data, forecasting, and reporting tools

• Strong stakeholder management skills, with the ability to influence senior leaders, external partners, and team members across levels

• Proven ability to diagnose operational issues, streamline processes, and lead continuous improvement initiatives

• Outstanding communication and presentation skills, with the ability to convey complex concepts simply and persuasively

• Highly adaptable, with the ability to thrive in fast-changing and ambiguous environments while maintaining strong ownership and urgency