Manager Vendor Help Desk

talabat is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

Role Summary:

In this new role, we are seeking a manager to coach and handle the performance of a group of 3-5 Team Leaders, who in turn are responsible for managing a junior team of 50 online account managers. This centralized team is responsible for remotely managing talabat’s longtail restaurant portfolio - through telephone, chat and email communications. 

Critical to our long-term strategy, this role ensures the effective engagement, growth, and retention of accounts through impactful coaching, training, performance management, and operational execution. Additionally, the Manager plays a key role in promoting self-service capabilities across the portfolio and ensuring compliance with internal processes and KPIs, Building strong, long-lasting relationships with key clients and stakeholders.

This role will be accountable to drive process improvements and best practices within the account management team, stay informed about industry trends, competitors, and market developments to proactively advise partners.

Key Responsibilities:

• Lead, coach, and develop 3-5 Team Leaders to deliver on portfolio level targets, - including GMV growth, engagement, order volume, and vendor satisfaction.
• Monitor performance and pipeline activities through regular reporting and provide strategic guidance to drive performance improvement & operational efficiency.
• Supporting the team in unlocking growth and resolving critical issues, ensuring presence in tough negotiations. 
• Identify upselling and cross-selling opportunities to maximize account potential.
• Drive the adoption of self-serve capabilities among long-tail accounts by ensuring the team is consistently educating partners on the Vendor Portal, Partner App, and growth tools.
• Ensure team alignment with Talabat’s commercial priorities and frameworks, ensuring consistent use of playbooks, tools, and engagement cadences.
• Collaborate with cross-functional teams (e.g. Sales, Commercial, Vendor Support, Logistics) to streamline processes and improve the partner experience.
• Prepare regular reports and updates for senior management, highlighting achievements and proposing strategic adjustments.
• Conduct in-depth market analysis to identify trends, competitor activities, and opportunities for improvement.

• 5+years of experience in Sales/Account Management with Proven experience of minimum 3 years in leadership in commercial roles.
• Demonstrated leadership ability with a track record of managing or mentoring high-performing teams
• Strong communication, stakeholder management, and problem-solving skills.
• Self-starter with high agility and resilience in fast-paced, dynamic environments.
•  Excellent market analysis and strategic planning capabilities.