Lead, Account Management

foodpanda 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 around 65 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.

The Lead of Account Management (Shops) is responsible for driving the commercial growth of our existing Q-Commerce marketplace portfolio. This role spans across grocery and all non-grocery verticals, covering the whole of Malaysia.

Leading a high-performing team of Strategic Account Managers, Account Managers and Coordinators, your mandate is topline and commercial acceleration.

Key Responsibilities

1. Team Leadership & Performance Culture

• People Management: Lead, mentor, and coach a team of Strategic Account Managers, Account Managers and Coordinators, fostering a culture of data-driven portfolio management and high-velocity execution.
• KPI Management: Accountable for team delivery across KPIs and OKRs, including topline ambition, campaign participation, and revenue targets.
• Cross-Functional Alignment: Work closely with cross-functional teams (including acquisition, operations) to ensure smooth merchant lifecycles and resolve systemic performance bottlenecks.

1. 2. Commercial Performance & Top-Line Growth

• Top-Line Ownership: Drive overall commercial performance for the active marketplace, taking full accountability for merchant GMV & other income growth.
• Joint Business Planning (JBPs): Build, negotiate, and execute long-term JBPs with major partners and key accounts to align mutual growth goals.
• Campaign Participation & Strategy: Design and execute seasonal and platform-wide campaign strategies (e.g., Mega Campaigns, tactical promos); drive high merchant adoption, funded deal submissions, and co-marketing investments from key partners to boost platform competitiveness.
• Other revenue: Grow alternative revenue streams by pitching and scaling high-impact advertising, visibility packages, and digital marketing opportunities to existing partners.

1. 3. Merchant Success & Virtual Storefront Quality

• On-App Performance: Continuously optimize commercial potential by identifying performance gaps within the existing partner database.
• Catalog & Content Integrity: Oversee the customer-facing quality of your team's portfolios, ensuring partners maintain accurate imagery, high-standard content, and real-time inventory updates.

1. 4. Market Intelligence & Data Strategy

• Data-Driven Prioritization: Leverage commercial data analytics to assess campaign ROI, prioritize account manager resources, and back commercial decisions with hard metrics.
• Market Insights: Monitor competitor strategies and shifting retail trends in Malaysia to protect and expand market share within your active account base.

• Experience: 6–9 years of experience in Commercial, Account Management, or Category Management within Q-Commerce, E-Commerce, Food Delivery, or FMCG sectors.
• Leadership: Minimum 2 years of experience directly managing and developing a team of account or portfolio managers.
• JBP Expertise: Proven track record of negotiating Joint Business Plans and managing commercial growth metrics with large enterprise retail brands.
• Stakeholder Management: Exceptional communication skills with the ability to navigate a matrixed organization and collaborate across different functional arms.
• Market Knowledge: Deep understanding of the Malaysian retail landscape is preferred