SMB Account Manager

Why Deliveroo

Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it.

We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.

About the Team and Role

We are looking for an SMB (Small Medium Business) Account Manager to support our business in Kuwait. You will be responsible for a large portfolio of small to medium restaurant partners focused on driving core business performance. Our Account Managers lead the day-to-day management of their accounts, interacting with partner stakeholders who manage the business. Your responsibilities will include negotiating and developing long-term account plans to foster partner growth. The ideal candidate will independently resolve day-to-day issues, seek guidance for more complex challenges, and proactively identify key focus areas, growth opportunities, and inefficiencies within the portfolio to implement scalable solutions across multiple partners.

You will manage your portfolio both through ongoing relationship building and dedicated campaigns that drive improvements within your portfolio's performance. This role is pivotal in ensuring our SMB partners get the very best out of our platform whilst ensuring we support in communicating how they can grow their business and provide brilliant operational experiences for every single delivery. You will liaise with partners through a variety of communications methods including voice, video, email and the occasional site visit for local partners.

Based in Kuwait and reporting to the SMB Team Lead, this role is ideal for someone experienced in building strong partner relationships and strategic planning. The position requires balancing competing priorities, focusing on performance indicators, and delivering innovative initiatives. Strong stakeholder management skills and attention to detail are essential.

Responsibilities:

• Manage a portfolio of small to medium size partners ensuring world class customer service is provided to build strong partnerships with Deliveroo and our restaurants

• Support growth of partners through a variety of communication methods, including email, phone, online presentations and meetings where needed

• Maintain long-term relationships with our partner base, ensuring the best service is provided so our partners can be successful on our platform

• Negotiating with partners to reach favourable outcomes including contracts, renewals, extensions, product launches and advertising revenue

• Be they point representative of your partners and liaise effectively with our teams to resolve partner needs

• Grow accounts to strengthen relationship with partners and drive positive outcomes for Deliveroo

• Execute campaigns to improve important performance metrics including customer outcomes, restaurant retention and overall operational performance

• Drive partner engagement with Deliveroo's local marketing opportunities to unlock better value to our customers and support restaurant growth

Requirements:

• 2+ years experience in an Account Management role or similar

• Strong relationship building skills, with clear evidence of producing results

• Strong written and verbal communication skills

• BSc/BA in business, engineering, Economics or a related field is preferred

• Experience with Excel, Google Sheets or formula based tools

• A self-starter; proactive & always thinking of what the next step needs to be in order to future proof the operations

• Strong negotiation skills

• Solution-oriented individual using data to back decision-making

• Exceptional stakeholder management, with resilience & maturity to face challenges from senior members of the business & deliver a positive outcome

• A fantastic communicator with a "get it done" mindset, well-organised and efficient

• Looker and Power BI experience are a plus

• Fluency in English and Arabic is a MUST

Workplace & Benefits

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.

Diversity

At Deliveroo, we believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest-growing businesses in a rapidly growing industry.

We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know.