Head of Account Management

**The Opportunity**:
Reporting directly into the VP of the OfferZen Marketplace, as the **Head of Account Management **you are responsible for the **strategy and operations **of the Account Management function in all markets across the globe. Ultimately you create the strategy for our customer facing teams that drive business results.

**What you'll do**:

- Overall accountability for OfferZen's Account Management teams
- Directly managing **3 AM managers,** who are responsible for **managing 20 AM's**. You will continue to scale the teams to enable us to expand across Europe
- **Building the systems, structures and processes** that enable us to continuously improve our service while scaling the team in the most efficient way
- **Metrics and Incentives**: Ensuring we have the right metrics, and team incentives that drive high performance for AM's and their Managers
- **Strategy**: Creating clear short, medium and long-term priorities / objectives for the AM team across all markets
- **Leadership**: Ensure we have professional development paths for everyone in your teams (AM's and their Managers) and ensure we have a plan to grow new leaders
- **Onboarding and Training**: Ensure we have a world class onboarding and ongoing training program for AM's
- **Capacity Planning**: Ensuring we have the enough capacity in the AM team across all markets
- **Stakeholder management**: You'll be the voice of the AM team (and the customer) to Senior Leadership, Product, Data / BI, Marketing, Expansion, RevOps, SDR and Talent Ops
- **Retention and expansion**: Develop and execute on strategies to increase customer retention and grow our share of wallet with each customer
- Ensuring we have the right systems in place to **capture customer feedback** and continuously improving the quality of the AM service

**You'll be a great fit for this role if you**:

- Have held a senior leadership role for over 5 years with proven track record of leading customer facing teams successfully
- Previous experience in building teams and creating basic fundamentals for team success and solidifying these into frameworks that are designed for future scaling
- University degree (or interesting reason for dropping out)
- Obsessive about self-improvement & constant learning
- Thrives with lots of feedback - high resilience
- Understanding of the recruitment or people & culture teams advantageous
- Experience working within a high growth 100+ tech startup is preferable

**What it's like to work here**:**We love to do fun stuff together**. We are focused on building a connected tribe and a sense of belonging. We value unique and diverse approaches and ensure we create opportunities to share and learn from each other. We have regular online events, show and tells and a book club as well as regional and annual off-site events.

**We're dedicated to authenticity**: We treat people as people, caring personally and speaking openly. We foster low-ego behaviour - we own our mistakes as well as our victories. We're never about blame. We're always about honesty, learning and continuous improvement. We ensure lots of transparency and visibility. From OKRs and strategy to analytics and company performance numbers, it's all available for you to see and understand.

**We're passionate about learning and levelling up**: Everyone at OfferZen strives for a growth mindset. We read books, listen to podcasts, share expertise obsessively, then take on hard challenges with smart guidance and support. When things go wrong, we look for the learning and how to improve.

**We're all about balance**: We believe that maintaining a healthy balance between home and work is the key to feeling happier and more productive. We work fully remote and also offer 20 days of leave a year which are available to use from the time you start.

**The OfferZen Story**:
Over the last 6 years, we have managed to make a large dent in the South African online tech recruitment marketplace - and we're speeding up. We have a team of 100+ people with offices in both Cape Town and Amsterdam. At 6 years young, we're still in an exciting scale-up phase which allows us to develop new and exciting ideas, innovate our product, and think creatively about solving real problems
- **This role can be based locally or remotely - we welcome all applicants based in South Africa.