Head of Account Management Operation Excellence, Hybrid

Yemeksepeti 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 over 70+ 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.

Strategic Leadership

• Define and execute strategic initiatives to drive transformation/automation of manual tasks to elevate operational excellence across Account Management, Account Management Admin.
• Standardised operating methods, implemented robust performance frameworks, and optimised tools to achieve strategic business outcomes.
• Leverage Balanced Scorecard metrics to evaluate operational performance and align programs with key organisational priorities.
• Coordinate cross-functional teams to execute initiatives, ensuring seamless communication and alignment across stakeholders.

Team Leadership

• Lead, mentor, and inspire a team of Account Management Admins, fostering ownership and accountability across diverse operations and projects.
• Build a culture of excellence and teamwork, encouraging innovation and cross-functional collaboration.
• Set measurable team goals aligned with organisational objectives, ensuring successful delivery of high-impact initiatives.
• Identify growth opportunities for team members and craft development plans to expand their program management expertise.
• Coordinate cross-functional teams to execute complex initiatives, ensuring seamless communication and alignment across stakeholders.

Account Management Admin Transformation

• Develop and implement strategies to redefine service excellence, focusing on end-to-end transformation and operational agility.
• Introduce automated scalable solutions to enhance service delivery, ensuring consistency across diverse markets while meeting local requirements.
• Leverage digital tools and advanced analytics to optimise workflows, improve service outcomes, and increase customer satisfaction.
• Act as a change agent, driving innovative approaches to streamline operations and elevate the quality of service delivery.

Change Management and Stakeholder Engagement

• Implement change management frameworks to ensure transformational initiatives' smooth adoption and integration.
• Engage with key stakeholders across markets and functions to align on goals, secure buy-in, and build momentum for change.
• Communicate the value of service transformation initiatives using data-driven insights and storytelling.

Performance Tracking and Sustainability

• Monitor program outcomes using advanced analytics to measure success and identify areas for improvement.
• Establish feedback loops to continuously refine strategies and programs, aligning them with evolving business needs.
• Build sustainability into transformation initiatives, ensuring long-term impact and adaptability in a rapidly changing environment.

• 10+ years in program / account management, operations, or process optimisation, with at least 3–4 years in a leadership role.
• Proven experience in process design and SOP development, with the ability to standardize and scale workflows. Demonstrated ability in workflow automation and tool implementation.
• Expertise in program management tools, frameworks, and methodologies, with a track record of delivering high-impact initiatives.
• Strong analytical and problem-solving skills, with the ability to use data to inform decision-making and track ROI.
• Advanced communication and stakeholder management skills, capable of engaging diverse audiences and aligning cross-functional teams.
• Experience with change management frameworks and best practices.
• Proven experience in Account Management / Sales Operations, ideally within SaaS or technology industries, with a deep understanding of Salesforce. Familiarity with Lean methodologies, Kaizen, or Six Sigma is a plus.
• Experience in developing and enforcing policies and procedures to ensure operational integrity.

Nice to have:

• Proven ability to analyse large datasets using data analysis tools such as SQL, Excel, Python, or similar.
• Experience using data visualisation tools (e.g., Tableau, Power BI) to report on key performance metrics and identify trends.

• A chance to crown your career at Yemeksepeti, Turkey's largest online quick delivery platform, that has been raising future managers and industry leaders for 20 years!
• A working environment where employee happiness is prioritized, with a strong corporate culture, passionate colleagues working together towards the same goal, and a transparent management approach!
• Project opportunities that you can run together with the employees of Delivery Hero companies in 43 countries of the world and great teachings about global industry leadership!
• Flexible work hours so that you can plan your business and social life as you wish! (Start working at any time between 08:00 and 10:00!)
• A birthday leave waiting for you the next day so you can have fun and party as much as you want on your birthday!
• Online trainings shaped by your choices, where the opportunities you can learn and improve yourself are unlimited!
• A comprehensive private health insurance that will never let you down when you need it!
• The Yemeksepeti family! Always smiling and high communication skills!
• A pre-planned orientation program so that you can capture the spirit of Yemeksepeti in the best way, get to know the brand from the inside, and always feel at home. And of course, a Buddy who will always support you in your first weeks!

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