Sub-Region Head of Account Management

Wolt - English; Warszawa; Hybrid; PLN 260,000 - 420,000; Full time

Benefits offered by this job

Tableau/Looker BI tooling

Job summary

Wolt is seeking a strategic, hands-on Subregional Head of Account Management to lead and scale our account management function across multiple countries. You will manage Team Leads and Account Managers, owning retention, revenue growth and operational excellence in the segment.

You’ll set strategy, build playbooks, lead forecasting, recruit leaders, and partner cross-functionally to drive lifetime value for thousands of merchants.

Qualifications

• 8+ years of experience in account management, customer success, or sales leadership.
• 3+ years managing managers (Team Leads) — proven experience as a “manager of managers.”
• Track record of scaling teams (hiring, enablement, process, tooling) while improving retention and account growth 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).
• Bachelor’s degree or equivalent experience.

Responsibilities

• Define and execute the account management strategy — segmentation, coverage model, lifecycle motions (onboarding, adoption, retention, growth), and long-term roadmap.
• Line manage Team Leads and frontline Account Managers. Hire, coach, develop and scale high-performing leaders; run regular 1:1s, calibration, and career planning.
• Build standard operating procedures, playbooks, KPIs, forecasting cadence, quota & incentive design, and capacity planning for the channel.
• Own revenue retention, expansion (upsell/cross-sell), and churn reduction strategies — working to maximize Take Home Pay.
• Define go-to-market and coverage for Ads, Promo & Campaigns, and venue marketing credits; partner with local Advertising teams to prioritise spend, co-funding and conversion playbooks.
• Create playbooks for promo funding/co-funding (local & Mx), set co-funding targets, ensure campaign efficiency and measurement.
• Grow ad sales revenue within the book and increase ARPA from advertising and promotional products.
• Establish and monitor the right metrics, dashboards and reporting; use data to optimize coverage, productivity and targeting.
• Work closely with Sales, Marketing, Onboarding, Product, Finance and Operations to align acquisition to post-sale motions, surface product feedback, and improve customer outcomes.
• Represent customer needs internally, lead resolution for strategic/high-impact accounts and systemic issues, and steward voice-of-customer insights.
• Lead workforce planning, staffing models, and budget recommendations for the account management organization.
• Lead change initiatives as you scale — tooling, process, CRM automation, and quality assurance.

Skills

8+ years exp

3+ years managing managers

Team scaling

Forecasting & KPIs

CRM systems

Leadership coaching

Strong communicator

Customer focus

Recurring revenue models

Education

Bachelor’s degree or equivalent experience

Tools

Tableau/Looker

Job description

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 Subregional Head of Account Management to lead and scale our account management function to support our Rx, NV and Commerce Platform teams. You’ll manage a layer of Team Leads (managers of frontline Account Managers) or directly manage Account Managers in several countries and be accountable for the overall retention, revenue growth, and operational excellence across the segment. This is a leader role — you’ll set strategy, build the playbook, run operations & forecasting, recruit and coach leaders, and partner cross-functionally to drive lifetime value for thousands of merchants.

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.
• People Leadership: Line manage Team Leads and frontline Account Managers. Hire, coach, develop and scale high-performing leaders; 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: 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.

What you'll be doing:

Must-have

• 8+ years of experience in account management, customer success, or sales leadership, with direct experience.
• 3+ years managing managers (Team Leads) — proven experience as a “manager of managers.”
• Track record of scaling teams (hiring, enablement, process, tooling) while improving retention and account growth 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).
• 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:

• Net Revenue Retention (NRR) and Gross Revenue Retention (GRR)
• Commission Rate %
• Take Home Pay Rate %
• Revenue expansion (upsell & cross-sell) from accounts
• Ads revenue (absolute and growth %)
• 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)
• 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.