Account Manager SMB at Glovo

Your Mission

• Over the next 12–18 months, your main challenge will be to unlock hyper-growth across a portfolio of local Small and Medium Business (SMB) partners, ranging from favorite local restaurants to independent grocers and retail stores.
• You will combine commercial hustle with deep data analysis to pitch expansion opportunities, optimize store operations, and drive partner profitability. This is a high-visibility, high-impact role where your work directly shapes local merchant success and drives quick-commerce growth in Kenya

THE JOURNEY

• High-Touch Partner Engagement: Execute high-volume partner outreach by making ~40 focused calls per day to your SMB portfolio to drive engagement, pitch growth initiatives, and resolve operational blockers.
• Agile Priority Execution: Align daily and weekly outreach directly with strategic priorities set by the SMB Lead—flexing focus seamlessly between revenue generation (e.g., upselling Glovo Ads, co-funded promos, store expansions) and operational health (e.g., reducing prep times, fixing cancellation rates, clearing catalog issues).
• Portfolio Growth & Revenue Management: Manage and grow a dedicated portfolio of high-potential SMB accounts, taking full ownership of order volume (Orders), Gross Merchandise Value (GMV), and Average Order Value (AOV).
• Commercial Strategy & Upselling: Identify expansion levers for your accounts—negotiating co-funded marketing campaigns, upselling in-app visibility solutions (Glovo Ads), and pitching store/radius expansions.
• Data-Driven Performance Reviews: Use Looker, Excel, and CRM tools (Salesforce) to conduct regular business reviews with partners, translating complex sales and operational metrics into actionable growth plans.
• Operational Excellence: Monitor partner health metrics (preparation time, cancellation rates, stockouts) and collaborate with internal Operations and Live Ops teams to eliminate bottlenecks.
• On-Ground Field Execution: Spend some days per week in the field meeting merchant owners and store managers face-to-face to build trust, audit store operations, and unlock growth opportunities.
• Partner Retention: Act as a trusted advisor to merchant partners, handling objections, resolving operational issues, and preventing account churn.

Qualifications

• Educational Background: Bachelor’s degree in Business, Marketing, Economics, Analytics, or a related field.
• Experience: 3+ years of account management, commercial sales, business development, or growth analytics experience in tech, quick-commerce, e-commerce, or FMCG.
• Execution & Discipline: Proven track record of high-volume execution, with the discipline to consistently perform ~40 focused calls/day aligned with weekly priorities set by leadership (revenue generation and operational health). 
• Commercial Drive: Proven track record in driving account growth, upselling, contract renewals, and securing commercial agreements.
• Data & Tool Fluency: Intermediate-to-advanced proficiency in Excel / Google Sheets (pivot tables, data modeling) and hands-on experience using CRMs (Salesforce) and BI tools (Looker, Tableau, or similar).
• Operational Insight: Ability to interpret quick-commerce metrics (AOV, conversion rate, cancellation rate, prep times) to diagnose store performance.
• Field Readiness: Willingness and capability to conduct field visits and face-to-face partner meetings 1–2 days per week.
• Languages: Professional fluency in both English and Swahili.

Nice-to-Have;

• Prior experience in restaurant/retail operations, POS technology, or delivery/quick-commerce platforms.
• Familiarity with AdTech solutions or digital ad monetization strategies.