Account Manager, TheFork

Job Description

Account Manager

TheFork, part of Tripadvisor group, is the leading online restaurants booking platform in Europe and Australia. We are present in +12 countries with 60 000 partners restaurants in a mission to bring happiness through amazing dining experiences. Creator of a unique model that has disrupted the restaurant industry, we put innovation at the heart of our ambitious growth.

Thanks to TheFork (app/web), millions of diners can easily discover, book and pay at the right restaurant at the right price, and thousands of restaurant owners benefit from our solutions to optimize reservation management, streamline operations and ultimately improve service and boost revenue.

TheFork team aims to inspire and enable people to confidently discover, experience and share food. We operate under a shared set of values that define how we do business and how we interact with our colleagues, our partners, our customers and our food community. We strongly believe that building a diverse workforce of people from all walks of life helps us have a richer, more vibrant, more successful workplace.

We are looking for an Account Manager passionate about the restaurant industry to join our team based in Sydney.

What you will do:

As a part of our account management team, you will manage the relationship with our customers, the restaurants. You will offer them a personalized service once they have joined the TheFork network and you will:

• Ensure your Restaurant portfolio will generate significant more revenue with TheFork month over month, by selling TheFork solutions to the Restaurants
• Be the primary point of contact and build long-term relationships with customers
• Provide support, mainly through email and phone, to your client portfolio and help them with their positioning strategy, revenue management and online marketing
• Set up action plans defined with Sales and Marketing departments. You will work closely with our team of Marketing Restaurant Offer to develop promotional plans (including Festivals, other special offers, YUMS, and SUPER YUMS) for your portfolio in order to ensure the best offer to our users
• Negotiate favorable win-win conditions, allowing the restaurants to optimize their margins and increase the seat-occupancy rate
• Monitor and take actions to ensure restaurants comply with our T&CS and quality policies and that excellent B2C user experience is guaranteed
• Ensure the support and training to use our tools
• Express user requirements and work with other departments to constantly improve product relevance of TheFork websites and applications leveraging your knowledge of restaurants

Your KPIs will include (but will not be limited to) and are subject to change based on business needs:

• Monthly revenues generated by the restaurants in your portfolio
• Promotions available across your portfolio
• Level of B2C irritating factors
• Number of restaurants part of the YUMS/SUPERYUMS program across your portfolio
• Number and quality of restaurants participating in TheFork Festivals

Essential requirements:

• Years of experience in account management or relevant role: +2y
• Language: fluent English
• A Fully computer literate - MS Office and Salesforce
• Self-starter, results-oriented person who loves to reach and exceed targets
• Knowledge of the revenue management related issue
• Very comfortable having conversations and negotiations over the phone
• Analytical and creative mind, able to offer the customers the best solutions
• Able to quickly establish a climate of trust which conduces to the development of the business relationship
• Autonomous and familiar to work with KPIs and targets
• Proven ability to manage multiple projects at a time

Desirable requirements:

• Experience in the field of the Internet/Tech
• Experience in pitching and selling promotions/deals/flash sales
• Experience in dealing with a high number (20-50) of outbound and inbound calls and portfolios with numerous accounts (from 300 to 600)

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