YOUR NEXT OPPORTUNITY
Lead, VAM (CLM Cluster)
Delivery Hero
Employer posted: October 22, 2026. Source checked: October 23, 2026 11:09 pm. Availability and final application requirements are confirmed on the employer’s site.
Source: Delivery Hero — Cambodia careers. WorkerEra lists this opportunity from an external source; confirm current details with the employer.
About this opportunity
Company Description
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.
Job Description
- 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.
Qualifications
- 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.
Imported source listing. Details are supplied by the source and have not been independently verified by WorkerEra. Confirm the current vacancy on the employer’s page.
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- Read the linked employer announcement and compare its requirements with your experience.
- Tailor your CV to responsibilities and skills actually listed by the employer.
- Confirm the work location, deadline and application documents before submitting.
- Salary was not supplied in the listing fields; ask the employer about compensation.
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