Delivery Hero (talabat)Lead, VAM (CLM Cluster)
Delivery Hero (talabat) is hiring a Lead, VAM (CLM Cluster) in Phnom Penh, Cambodia. Level rates it ; you can apply on Delivery Hero (talabat).
Level's read on this job
- On Level's scale, this role is Little AI ●○○○: aI is not part of the work.
- The posting mentions Salesforce, Excel and Google Sheets among its tools and skills.
- Level classes it as a lead role.
- Delivery Hero (talabat) has 938 other open roles on Level.
- Posted within the past two weeks.
AI in this role
Lead virtual account management operations, driving performance, vendor retention, and supporting automation and AI rollouts.
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.
- 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 utilisation, coordinating with regional teams on account ownership changes.
- Set clear team goals and provide regular coaching, performance reviews and improvement plans in alignment with 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, prioritise 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.
- 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, organisational and prioritisation 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.
How we rate this
Lead, VAM (CLM Cluster) at Delivery Hero (talabat) rates 20 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.
Little AI. AI is not part of the work.
- ●●●● Builds AI80 to 100
- ●●●○ Works on AI60 to 79
- ●●○○ Uses AI40 to 59
- ●○○○ Little AI0 to 39
Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.
Prepare for this job
Built from this posting and from similar jobs on Level.
Skills and AI tools this role asks for
Questions you could be asked
- Tell me about a project where account management was part of your work. What did you do?
- Tell me about a project where team leadership was part of your work. What did you do?
- Tell me about a project where vendor management was part of your work. What did you do?
- Tell me about a project where bpo operations was part of your work. What did you do?
- Walk me through how you've used Salesforce in your day-to-day work.
Adapt your resume
- List these exact terms on your resume: Account Management, Team Leadership, Vendor Management, Bpo Operations, and Salesforce. An applicant tracking system matches the wording, not the idea.
- Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
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