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.
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.
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.
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.
