Part of TripAdvisor Media Group since May 2014, LaFourchette (TheFork) is the leading European restaurant booking platform with more than 30 000 restaurants on 9 European markets. Our vision is to become the #1 restaurant app for diners outside of US, China, Japan. In order to do so, the plan is to:

- Deploy our business models on new geographical markets

- Continue scaling our operations

- And continue our mission to help people discover and book great restaurants and to help restaurants get additional demand and better manage their booking and CRM.

Our business model (subscription and commission based) is recurring and scalable The restaurant industry is massive ($1800 billion revenue/year), traditional and fragmented.

We are always looking for passionate, data driven, user oriented and humble colleagues, ready to change an industry.

Account Managers are our Partner-restaurants–facing work force. They each have a portfolio of ~500 restaurants. Their main goal is to grow the reservation revenues (commissions) generated through these restaurants, and to maintain a good relationship with them and a good satisfaction level.

In order to do this, they try to convince restaurants to propose promotional offers, encourage them to use our electronic reservation book (ERB) better, to open to us more inventory, to improve their web content, to adopt our widget, to be reservable even as last-minute and to serve B2C customers well, among other things.

Account Managers are not responsible for first-line of support to restaurants, though, which is handled by a central, shared-service center based in Barcelona, to answer very basic questions such as “How do I … ?”. Account Managers are centered on the commercial relationship with restaurants.

Role and responsibilities of the Global Head of Account Management:

Coordinate activities of Account Managers globally (~70 people) in order to:

- increase revenue made through restaurants, primarily by increasing the reservations done with them,

- increase restaurants NPS,

- increase restaurants’ proper usage of our system in order to limit operational issues and B2C-customer aggravating factors.

In particular:

• Identify, codify and roll-out best account management practices around the world. Build practices manuals, processes, ensure adoption and impact.
• Build and execute on a roadmap to evolve and sophisticate the Account Management job, with the aim of making it as sophisticated as what can be found in industry leaders (e.g. Booking.com). Drive priorities, indicators & dashboard definition, working methods, scorecards, …
• Drive Account managers enablement and production of reference & processes.
• Build onboarding process and content for Account Managers and ensure execution.
• Regularly review and coach individuals and managers.
• All of the above, in coordination and agreement with the Country Managers, to whom the local Account Management teams report. The role will have dotted-line responsibility over local Account Managers, but their ultimate and solid reporting line will be to Country Managers. Country Managers will be internal customers and stakeholders to the Global Account Management roadmap and activities.
• Cooperate with the Sales Operations team and the Shared Service Center team in areas that have a relation with the Account Management role. In particular, defines and drives roadmap and execution for processes/tools/dashboards/systems that are needed for the improvement of the Account Management function. Participates in the definition of policies towards our partner restaurants in the areas of: special offers, issues resolution, quality and compliance, approach by segment, contacts and relationship frequency and levels, …
• Is a source of input for our B2B Product roadmap and our B2B policies.

The role will report to the COO / B2B Director and is based in Paris.