Lead, VAM (CLM Cluster)

About the Position

Lead, VAM (CLM Cluster)

foodpanda is seeking a dynamic and experienced Lead, VAM (CLM Cluster) to manage market operations, drive performance, and lead vendor reactivation efforts. This role is pivotal in ensuring the success of our Virtual Account Management (VAM) operations.

Responsibilities

• Report to the Head of Virtual Account Management and manage market VAM operations across in-house and BPO teams.
• Drive portfolio performance across Active Inventory, Zombie Performance, VFD/GMV, Ads/GMV, and other agreed commercial and operational KPIs.
• Lead vendor reactivation and retention efforts, ensuring agents resolve operational blockers and follow the VAM Universal Framework.
• Manage portfolio allocation, workload, and lead utilization, coordinating with regional teams on account ownership changes.
• Set clear team goals and provide regular coaching, performance reviews, and improvement plans in alignment with the People Team and BPO partners.
• Partner with Training and QA teams to strengthen agents’ commercial skills, vendor handling, and adherence to SOPs.
• Analyse portfolio and agent performance to identify root causes, prioritize opportunities, and implement corrective actions.
• Maintain accurate Salesforce records and consistent case management, follow-up, and escalation processes.
• Support the rollout of AI and automation initiatives, including team readiness, escalation handling, and operational feedback.
• Coordinate with local Commercial, Vendor Health, Product, and Operations teams to resolve vendor issues and deliver market initiatives.
• Prepare weekly and monthly performance updates, presenting clear insights, actions, and risks to stakeholders.
• Support recruitment, onboarding, and succession planning to maintain team capability and operational continuity.

Requirements

• Bachelor’s degree or equivalent relevant experience.
• At least three years of relevant experience in account management, commercial operations, telesales, or customer success, including experience leading teams.
• Experience managing performance against commercial and operational targets; exposure to BPO operations is an advantage.
• Strong coaching, stakeholder management, and communication skills.
• Fluency in English; relevant market language proficiency is an advantage.
• Strong Excel or Google Sheets skills; Salesforce and dashboard experience are an advantage.
• Ability to translate data into clear business insights and practical action plans.
• Strong problem-solving, organizational, and prioritization skills.
• Ability to manage competing priorities and make sound decisions in a fast-paced environment.
• Strong attention to detail and ownership of execution and follow-through.

We Offer

• Opportunity to work with a leading global company in the food delivery industry.
• Be part of a dynamic and innovative team.
• Competitive salary and benefits package.
• Professional development opportunities.

About the Company

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.