Account Management Lead
Lahore, Pakistan
3d ago

At Careem, we are driven by the purpose of simplifying the lives of people and building an awesome organisation that inspires.

Based in Dubai, we started our journey as a pioneer of the Middle East’s ride-hailing economy. Today, Careem is the region’s everyday Super App operational in 13 countries and over 100 cities.

The Super App provides a host of daily services that people need to move around, to order things and to transfer money in one unified smartphone app.

Our goal is to simplify people’s daily lives so that they can spend their precious time and mindshare on things that really matter and on realizing their potential.

Job Purpose

This position is responsible to manage and maintain overall merchant relations and issues for Pakistan with a focus on account management.

To ensure the company strategy is being followed and reflected in all our communication with merchants.

Key Accountabilities :

  • Responsible for meeting the set GMV and order target to meet the individual and company goals
  • To build a national level strategy for Account Management team with all relevant stake-holders onboard to ensure business and merchant growth
  • To build and implement smart processes for merchants issue resolution and consistently reduce SLAs to improve experience and achieve the required merchant NPS
  • To brainstorm and initiate product discussions with basecamp to priorities and resolve product level issues specific to Pakistan market.
  • To manage merchants for the new cities until the cities are at volume where we start building new teams
  • To build plan on how to procure maximum value from merchants in terms of discounts / partnerships and branding and correspondingly set the targets for the AM team
  • To develop a commission re-negotiation strategy and ensure timely re-negotiation from team with merchants
  • Identifying and building new KPIs for merchants to improve metrics affecting the overall customer experience
  • To keep all stake-holders aligned, identify improvement areas for the team and bring big ideas to the table; consequently countering the competition and establishing Careem's dominance in food business.
  • Qualification & Experience

  • Education to degree level or equivalent practical experience.
  • Proficiency in Microsoft office and similar software tools
  • The ideal candidate will have a passionate commitment to improving the lives of people, an insane focus on excellence and customer service, and a strong alignment with our core values : being bold, focused, agile and collaborative
  • 3 years experience in sales or account management; achieving weekly / monthly targets consistently
  • Experience in strategy making and long-term planning aligned with company goals
  • Experience in managing a diverse team of individuals successfully and setting clear targets and goals for the team
  • Managing multiple cities and dealing successfully with important clients
  • Working in pressure situations with stretched targets and limited resources and coning up with smart tech based ideas to solve problems
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