Lead, VAM (CLM Cluster)
Core
Lead Virtual Account Management (VAM) operations for foodpanda, managing in-house and BPO teams to drive portfolio performance and vendor health.
Role type
Senior IC Virtual Account Manager (Team Lead)
Builds
Vendor accounts and commercial operations for foodpanda delivery platform
Domain
Food delivery / Logistics / BPO operations
Required skills
Team leadership, Vendor management, Commercial operations, Data analysis, Stakeholder management, Coaching, Performance management, Process improvement, Salesforce administration, AI/automation adoption
Preferred skills
BPO operations experience, Market language proficiency, Dashboard tools, Excel/Google Sheets
Responsibilities
Manage market VAM operations across in-house and BPO teams; Drive portfolio performance against commercial KPIs; Lead vendor reactivation and retention efforts; Manage portfolio allocation and workload; Set team goals and provide coaching; Partner with Training and QA to strengthen agent skills; Analyse performance and implement corrective actions; Support rollout of AI and automation initiatives; Coordinate with Commercial, Vendor Health, Product and Operations teams; Prepare performance updates for stakeholders; Support recruitment and succession planning.
