Country Account Management Lead

Wolt; Warszawa; On-site; PLN 21,000 - 26,000; Full time

Job summary

Wolt in Warsaw seeks a strategic, hands-on Country Account Management Lead for Poland. You will lead the Poland account management team, set country strategy and drive gross value growth while partnering with Sales, Marketing, Onboarding and Product.

You will own accountability for adoption of new products, retention and ARPA, and you’ll report to senior leadership in quarterly business reviews. This is a leadership role with broad scope.

Qualifications

• 3-4 years of solid experience leading teams and in account management.
• Based 100% in Warsaw, working on the ground with the team.
• Ability to bring structure to a team while improving metrics.
• Strong operational and analytical skills with forecasting and dashboards.

Responsibilities

• Define and execute the account management strategy for Poland.
• Lead the Poland account management team and guide day-to-day work.
• Build SOPs, KPIs, forecasting cadence and incentive design.
• Own revenue retention, expansion and churn reduction strategies.
• Define go-to-market for WoltAds, promos and campaigns.
• Drive promo funding strategy, co-funding targets and efficiency.
• Grow ads revenue and ARPA from advertising products.
• Establish dashboards and reporting to optimize coverage and productivity.
• Collaborate cross-functionally with Sales, Marketing, Onboarding, Product, Finance and Operations.

Skills

Team leadership

Account management

Forecasting & analytics

CRM systems

Strategic thinking

Executive communication

Education

Bachelor’s degree or equivalent experience

Tools

Salesforce

HubSpot

Gainsight

Job description

Country Account Management Lead, Poland

Location: Warsaw, Poland

Department: Merchant account management SMB

About Wolt

At Wolt, we create technology that brings joy, simplicity and earnings to the neighborhoods of the world. In 2014 we started with delivery of restaurant food. Now we’re building the delivery of (almost) everything and you’ll find us in over 500 cities in 30 countries around the world. In 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe.
Working at Wolt isn’t always easy, but it’s definitely exciting. Here you’ll learn more, build more, and ship more than in most other companies. You’ll be challenged a lot, but also have a lot of fun on the way. So, if you’re a self-starter with drive and entrepreneurial spirit, this could be the ride of your life.

Role Summary

We’re hiring a strategic, hands‑on Country Account Management Lead for Poland, based in Warsaw, to lead and scale our account management function. You’ll lead the Poland account management team, guide its day‑to‑day work and advise the team, and bring structure while working on the ground. You’ll be accountable for gross value growth, adoption of new products and team performance. This is a leadership role: you’ll set the country strategy, work with senior stakeholders from other teams, and take part in top management quarterly business reviews.

What you’ll own

• Strategy & Vision: Define and execute the account management strategy — segmentation, coverage model, lifecycle motions (onboarding, adoption, retention, growth), and long‑term roadmap, including pricing, discounts and exclusivities for Poland.
• People Leadership: Lead the Poland team and guide its day‑to‑day work. Hire, coach and develop high‑performing team members; run regular 1:1s, calibration, and career planning.
• Operational Excellence: Build standard operating procedures, playbooks, KPIs, forecasting cadence, quota & incentive design, and capacity planning for the channel.
• Revenue & Retention: Own revenue retention, expansion (upsell/cross‑sell), and churn reduction strategies — working to maximize Take Home Pay
• Lead Ads & Promotions commercial motions: define go‑to‑market and coverage for WoltAds, Promo & Campaigns, and venue marketing credits; partner with local Advertising teams to prioritise spend, co‑funding and conversion playbooks.
• Drive promo‑funding strategy & efficiency: create playbooks for promo funding/co‑funding (local & Mx), set co‑funding targets, ensure campaign efficiency and measurement (e.g., orders uplift per promo euro).
• Own ads revenue and adoption targets: grow ad sales revenue within the book, drive adoption of evergreen campaigns and AutoBidding, and increase ARPA from advertising and promotional products.
• Performance & Analytics: Establish and monitor the right metrics, dashboards and reporting; use data to optimize coverage, productivity and targeting.
• Cross‑Functional Partnership: Engage senior stakeholders from other teams, present in top management quarterly business reviews, and work closely with Sales, Marketing, Onboarding, Product, Finance and Operations to align acquisition to post‑sale motions, surface product feedback, and improve customer outcomes.
• Customer Advocacy & Escalations: Represent customer needs internally, lead resolution for strategic/high‑impact accounts and systemic issues, and steward voice‑of‑customer insights.
• Headcount & Budgeting: Lead workforce planning, staffing models, and budget recommendations for the account management organization.
• Change Management / Scaling: Lead change initiatives as you scale — tooling, process, CRM automation, and quality assurance.
• Country Projects: Drive country‑level projects such as compliance and exclusivities, and the growth of new products (ads, promos, drive).

Who you are (requirements)

Must-have

• 3-4 years of solid experience leading teams and in account management, able to guide daily work and advise the team.
• Based 100% in Warsaw, working on the ground with the team.
• Ability to bring structure to a team while improving retention, revenue growth and account metrics.
• Strong operational and analytical skills — comfortable with forecasting, KPIs, dashboards, and CRM systems (Salesforce, HubSpot, Gainsight, etc.).
• Excellent people leader: coaching, running calibration, performance management, and building leadership bench strength.
• Excellent communicator — able to influence senior leadership and partner across product, sales, marketing and operations.
• Customer‑first mindset with a bias for measurable outcomes (NRR, churn, adoption, ARPA).
• Willingness to travel occasionally by train to other cities in Poland.
• Bachelor’s degree or equivalent experience.

Nice-to-have

• Experience in marketplace, logistics, SaaS or commerce platforms that serve s.
• Experience with subscription / recurring revenue business models and designing incentive plans.
• Experience with scaling teams across multiple markets/countries and managing distributed teams.
• Experience with operational tools such as Tableau/Looker, or BI tooling.

Success metrics / KPIs

• Gross value growth or revenue
• Penetration and revenue of new products (ads, promos, drive)Team satisfaction and motivation
• Country projects such as compliance and exclusivities
• Net Revenue Retention (NRR) and Gross Revenue Retention (GRR)
• Churn rate (monthly/quarterly)
• Commission Rate %
• Take Home Pay Rate %
• Revenue expansion (upsell & cross‑sell) from accounts
• Ads revenue (absolute and growth %)
• Promo Funding
• Merchant satisfaction (CSAT/NPS) for segment
• Team productivity metrics (accounts per AM, bookings per rep)
• Forecast accuracy & management of renewal pipeline
• Employee engagement and leadership bench strength (turnover of Team Leads / AMs)

Competencies & leadership qualities

• Strategic thinker who is hands‑on and operationally excellent.
• Data‑driven decision maker who balances quantitative rigor with customer empathy.
• Coach and talent developer who builds trust and drives results through others.
• Change agent who can scale processes and build a culture of continuous improvement.
• Highly adaptable and comfortable with ambiguity and rapid growth.

Why you’ll love it

• Global and growing fast: Be part of a fast-moving scaleup
• Ride of a lifetime: Accelerate your career and build your sales skills
• Instant impact: Take ownership and make a difference
• Big hearts and small egos: Surround yourself with smart, friendly people

The successful candidate's starting total target compensation (On‑Target Earnings) for this role will fall within the pay range listed below and is determined based on a number of job‑related factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. This compensation is composed of a percentage based split between base salary and variable pay (where the base salary represents a percentage of the total range below. Eligible employees may earn variable compensation if they meet 100% of their performance targets. Actual earnings may be higher if targets are exceeded or lower if targets are not fully met.

This position would be eligible for consideration for an equity award grant of restricted stock units on commence and during the annual pay review cycle. Upon commencement of employment, you would be eligible to be considered for a grant. Thereafter, any further grants would be at the Company's discretion.

Poland Pay Range

20 570 zł — 25 712 zł PLN

Our Commitment to Diversity and Inclusion

We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.