Who are OnBuy? OnBuy are an online marketplace who are on a mission of being the best choice for every customer, everywhere. We have recently been named one of the UK's fastest-growing tech companies in Deloitte's Technology Fast 50 for the third year in a row (as well as 'Fastest-Growing Tech Business in the South West'). All achievements we are very proud of, but we don't let that go to our head. We are all laser focused on our mission and understand the huge joint effort ahead of us needed to succeed. Working at OnBuy: We are a team of driven and motivated people who thrive when working at pace. To succeed at OnBuy you need to take charge and fully own your responsibilities, rolling your sleeves up when needed to 'get it done'. Working at OnBuy you are surrounded by so much opportunity, but you must possess the ability to stay focused and prioritise ruthlessly. Most importantly, you will thrive in an ever-changing environment as we are constantly evolving. At OnBuy, you're not just a number or another cog in a machine. We are creating something really special, and you have the opportunity to affect meaningful change and have your voice heard. We are a close team, who have the opportunity to learn and grow as OnBuy evolves. We work in a flexible way, meaning we can prioritise our health and relationships, but when we are working, we graft. Head of Account Management As the Head of Account Management, your primary responsibility will be to lead the Account Management and Digital Account Management teams in maximising seller engagement, GMV and Revenue growth from existing sellers. You will optimise processes, leverage data to drive informed decision-making, and constantly lead and drive the teams to plan and execute to meet their objectives. Key Responsibilities: Seller Growth Strategy: Develop and execute OnBuy's seller growth strategy, focusing on increasing GMV from existing sellers through enhanced engagement, category expansion, and deeper platform integration through both assigned Strategic Account Management and Digital Account Management. Optimise Delivery and Execution: Establish end-to-end account management processes that deliver seller growth and retention Utilise automation and data analysis to constantly iterate and improve process efficiency and effectiveness Implement proactive monitoring systems to identify at-risk sellers and growth opportunities Drive automation tools and AI tools to deliver growth and efficiency in account management Strategic Account Management Leadership: Develop and execute high-touch account management strategies for the top [5%] of strategic sellers who drive or have potential to drive significant GMV Create comprehensive account plans for each strategic account, including growth targets, expansion opportunities, and risk mitigation strategies Implement structured quarterly business reviews and strategic planning sessions with key accounts Design support programmes and solutions for strategic sellers to accelerate their growth Establish clear metrics for measuring account manager effectiveness and strategic account health Define criteria for strategic account qualification and implement processes for transitioning accounts between digital and strategic management Foster deep relationships with key stakeholders within strategic accounts to ensure long-term partnership success Digital Account Management Leadership: Design and implement scalable digital account management strategies to effectively serve the 95% of accounts managed through digital channels Develop automated, data-driven engagement programmes that provide personalised support and growth opportunities without direct account manager intervention Create and optimise digital touchpoints throughout the seller lifecycle to drive engagement and growth Implement intelligent segmentation and targeting to ensure digital communications are relevant and impactful Establish clear escalation paths from digital to human account management based on seller potential and needs Drive continuous improvement in digital engagement metrics through A/B testing and data analysis Team Leadership: Lead and drive account management teams to deliver targets, providing direction, KPIs, commission structure and execution ability to enable the entire team. Account Management Reporting: Prepare regular performance reports, providing accurate and up-to-date information on seller health, engagement levels, GMV growth, and retention metrics. Compensation and Incentive Planning: Design appropriate account management commission and incentive plans that align with OKRs and motivate the teams to achieve their targets. Regularly review and adjust the compensation plans based on market conditions and internal performance. Seller Engagement and Development: Create and execute programmes to increase seller engagement, platform adoption, and category expansion. Develop strategies for identifying and nurturing high-potential sellers. Continuous Improvement: Foster a culture of continuous improvement within the teams, encouraging experimentation, innovation, and data-driven decision-making. Stay up-to-date with industry best practices in account management. Requirements Essential Proven experience as an account management leader, driving a team to deliver growth targets with existing clients (preferably within the e-commerce or online marketplace industry) Strong experience in digital account management and scaling automated customer success programmes An owner, that is self-motivated and results-oriented, with a strong drive to achieve and succeed in a fast-paced, target-driven environment Demonstrable experience in personally leading and executing in a fast-moving scaling environment Ability to create and deliver strategies that realise the team and company objectives Data-driven decision maker able to leverage data to optimise account management strategies and team execution Experience in optimising account management processes and implementing successful change Demonstrated success in growing existing accounts and consistently achieving or exceeding retention targets Strong proficiency in relationship management and building long-term partnerships Proficient in using CRM systems, account management tools, and data analytics platforms Excellent communication and interpersonal skills Desirable Knowledge of e-commerce trends, online marketplaces, and a deep understanding of seller needs and preferences Experience with seller lifecycle management in a marketplace environment Track record of implementing successful retention programmes Experience with marketing automation and digital engagement platforms Background in developing and optimising digital customer success programmes Benefits The salary for this role is £80,000. In return for helping us to grow, we’ll offer you company equity. That’s on top of your salary and in addition to our other benefits.