The role of the Team Lead is to manage a team of Italian speaking Account Managers (AMs) and assist the Head of Department to guide the SMB (small/medium sized business) Account Management Team to success. You will be responsible for SMB restaurant growth by assisting AMs through coaching on commercial (e.g. contract negotiation) and client-facing best practices (e.g. pitching growth opportunities, building relationships)

We offer hybrid working two days a week and you will report to the Head of Account Management EU.

Responsibilities

• Responsible for the delivery and improvement of the SMB Account Management team through management and coaching of a team to provide an excellent onboarding experience
• Will directly manage a team of 10-15 with varying levels of expertise
• Responsible for recruitment, reward and development of your own team
• Establish a performance management framework for the team

Accountabilities

• Motivate the team to maintain high morale, low absenteeism and turnover
• Manage resources and prioritise workloads within the AM department to ensure achievement of targets
• Coach team members through regular 1:1 and bi-annual reviews to identify and address development needs and construct development plans which will build a high-quality team
• Monitor team performance and output through use and analysis of performance and quality data, to set or adjust targets and measure success against them, and raise the standards in the team
• Ensure quality staff are recruited into the department by interviewing and other recruitment tools together with HR
• Partner with Learning and Development to ensure content of training materials and programmes is of maximum value to staff
• Represent the SMB Account Management team and SMB Department on projects and other ad hoc assignments to ensure SMB AM needs are represented
• Provide accurate management information reports within deadlines to assist management and other departments in meeting their goals
• Research and answer complex complaints referred from our Account Managers, identifying the causes and taking appropriate action to deliver outstanding customer service
• Relevant briefings communicated to staff to ensure Company plans and procedural changes are cascaded and understood
• Work with other managers and stakeholders to ensure Account Managers receive development and technical support they need

Skills Required

• Demonstrated management role of 2 years +
• Experience managing teams of over 10 people
• Experience within an Account Management or Sales Management environment at a supervisory level
• Excellent planning
• Technical Skills: experience with Salesforce / Salesforce - High Velocity Sales is preferable
• Fluency in Italian and English

Benefits and Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a range of great 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 how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest growing startups in an exciting space.