Virtual Account Management Performance Lead - BPO

Job Description

The Virtual Account Management Performance Lead - BPO will play a crucial role in supporting the Head of VAM Performance by driving performance optimization for long-tail accounts. This role focuses on leveraging data-driven insights, setting and monitoring performance targets, and supporting process improvements that contribute to growth and profitability. You’ll work closely with BPO teams, the Center of Excellence (COE), and other strategy teams to improve vendor performance, ensure alignment with business objectives, and provide actionable feedback to drive continuous improvement in Ads and Deals.

Key Responsibilities:

• Support the tracking and analysis of key performance metrics for long-tail accounts. Use data to identify performance gaps, suggest improvement opportunities, and ensure the focus remains on areas with the highest impact.

• Assist in the development and implementation of performance targets and incentive structures for Vendor Account Management (VAM) teams, ensuring alignment with revenue goals.

• Contribute to the creation and management of performance reports, monitoring key trends and providing actionable insights to improve operational efficiency and effectiveness.

• Act as a liaison between the VAM, BPO teams, COE, and strategy teams to ensure smooth communication, alignment, and the effective execution of performance optimization strategies.

• Monitor Ads and Deals performance for long-tail vendors, identify areas for improvement, and relay product feedback to enhance vendor performance and product optimization.

• Ensure consistent tracking of performance, reporting findings to senior leadership, and helping to address any challenges affecting vendor performance.

• Minimum 8 years of experience in account management, vendor performance, or BPO operations, with a focus on performance optimization and process improvements.

• Strong understanding of BPO operations, shared services, and process design, with a demonstrated ability to collaborate across teams to improve efficiency.

• Experience with performance monitoring and long-tail account management, with a data-driven approach to identifying key performance gaps and improvement areas.

• Proven experience in incentive and target setting, aligning performance goals with broader business revenue targets.

• Ability to analyze data and provide actionable insights that drive continuous process improvements and support vendor optimization.

• Excellent collaboration skills, with the ability to work cross-functionally with BPO teams, COE, and other business units to ensure smooth execution and alignment.

• Strong communication skills, with the ability to report findings, manage stakeholder expectations, and present performance insights to senior leadership.

• A proactive approach to continuous improvement, with the ability to identify and address challenges in vendor performance, process execution, and operational effectiveness.

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 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.