Account Management Specialist

About Job and Team:

The Account Management Specialist plays a growth-oriented and business-impactful role within the Fresh & Chain Stores team. This position is responsible for driving operational excellence, improving store performance metrics, and maintaining sustainable relationships with partner stores. The role goes beyond daily execution by identifying growth opportunities, analyzing operational trends, and contributing to long-term business improvement initiatives. The specialist is expected to create measurable impact on business KPIs through data-driven decision making, cross-functional collaboration, and effective stakeholder management.

RESPONSIBILITIES

 • Monitor and improve key operational KPIs including cancellation rate, return rate, fulfillment quality, and service levels.
• Build and maintain strong, long-term relationships with Fresh & Chain Store partners and act as a trusted point of contact.
• Analyze store performance dashboards, operational reports, and business metrics to identify gaps, trends, and growth opportunities.
• Provide actionable recommendations and operational improvement plans based on data analysis and market insights.
• Support acquisition, onboarding, and retention of high-performing stores to strengthen the platform ecosystem.
• Collaborate proactively with cross-functional teams to resolve operational challenges and improve execution quality.
• Ensure compliance with platform standards, SLAs, and operational processes while continuously improving execution efficiency.
• Contribute to business growth initiatives by identifying scalable opportunities and supporting performance-driven projects.

Qualifications:

• Strong analytical and problem-solving skills with the ability to interpret operational and business performance data
• Advanced proficiency in Microsoft Excel and PowerPoint
• Ability to work with dashboards, reports, and KPI tracking tools independently
• Strong communication, negotiation, and stakeholder management capabilities
• Ability to manage challenging situations professionally while maintaining strong partner relationships
• High sense of ownership, accountability, and business impact orientation
• Strong presentation and reporting skills with attention to data accuracy
• Ability to prioritize tasks independently and work effectively in a fast-paced environment
• Familiarity with e-commerce, retail operations, or quick commerce ecosystems is preferred