Key Account Manager Italy

About the role

You will manage a regional cluster of cities as part of the City Development team, overseeing their growth from expansion to maturity. This role demands full operational and strategic control to elevate user experience, partner relations, and overall profitability across your portfolio. You will act as the primary architect of expansion, driving initiatives that increase coverage and optimize city mapping in collaboration with operations. Success hinges on your ability to own end-to-end strategy while maintaining rigorous control over key performance indicators. You will build deep, trust-based relationships with key partners to ensure alignment with Delivery Hero's commercial objectives. The position requires fluency in navigating complex marketplace dynamics to unlock sustainable growth in assigned cities. You will be expected to exercise judgment and initiative to solve challenges and capitalize on opportunities independently.

Key facts

What you'll do

• Direct expansion efforts and coordinate with operations to improve city coverage and mapping.
• Set acquisition targets for partners and manage the pipeline for top-tier accounts.
• Improve partner uptime through menu quality optimization, CTDP adjustments, and management of AVR thresholds.
• Execute promotional strategies at the city level with key partners to drive volume and engagement.
• Prepare and present the Weekly Business Review for your assigned cities with data-driven insights.
• Analyze marketplace metrics including GMV, contribution margin, fail rate, uptime, and conversion to identify trends.
• Influence cross-functional teams such as marketing, sales, and operations to align on strategic priorities.
• Negotiate commercial terms and partnerships leveraging experience in retail, marketplace, FMCG, or food delivery.
• Utilize SQL and Looker to extract insights and support decision-making for city performance.
• Leverage Salesforce for comprehensive account and pipeline management to track progress and opportunities.
• Conduct regular city visits and partner meetings to gather feedback and validate strategic hypotheses.
• Develop and maintain deep market knowledge of small and medium Italian cities to tailor expansion plans.
• Collaborate with logistics and operations teams to resolve coverage gaps and optimize delivery capabilities.
• Lead territory expansion or city launches by coordinating internal and external stakeholders effectively.

Requirements

• Proven track record of hitting targets independently with an ownership mindset in previous roles.
• Ability to analyze marketplace metrics including GMV, contribution margin, fail rate, uptime, and conversion.
• Experience influencing cross-functional teams such as marketing, sales, and operations to achieve shared goals.
• Strong negotiation skills gained in retail, marketplace, FMCG, or food delivery environments.
• Fluency in Italian and professional proficiency in English for communication with partners and stakeholders.
• Ability to travel regularly within the region for partner meetings, city visits, and operational reviews.
• Demonstrated success in managing and growing partnerships in a B2B marketplace context.
• Experience working with data tools to derive actionable insights for business performance.

Nice to have

• Experience using SQL and Looker or similar BI tools for data analysis and reporting.
• Hands-on experience with Salesforce for account and pipeline management.
• Deep understanding of market dynamics in small and medium Italian cities.
• Previous experience in territory expansion or city launches within the delivery sector.

Practical notes

• This role operates on a full-time basis, requiring availability during standard business hours.
• Travel is an essential component of the position, with regular regional visits expected.
• No specific visa requirements are outlined, but candidates must be eligible to work in Italy.
• The position is based in Milano, Italy, and candidates should be prepared to operate within this location.
• No application deadline is communicated for this role.

Benefits and perks

• The compensation package includes an equity plan designed to align long-term performance.
• Private health insurance is provided to support personal and family wellbeing.
• Monthly Glovo credits are included as part of the employee benefits.
• Flexible work policy allows two days per week to work from home.
• Option to work from anywhere for up to three weeks per year is available to support mobility.
• Enhanced parental leave is offered to support family planning and childcare needs.
• An office-based nursery is available to assist with childcare requirements.
• Access to online therapy and wellbeing resources is provided to promote mental health.

This role is ideal for a strategic thinker who thrives in fast-paced environments and is passionate about scaling marketplace operations. You will be responsible for driving growth, optimizing performance, and ensuring partner satisfaction across your portfolio of cities. The position requires resilience, analytical rigor, and the ability to operate autonomously while collaborating closely with internal teams. If you are motivated by impact, ownership, and tangible results in the food delivery sector, this role presents a significant opportunity. Join Delivery Hero in Milano and contribute to shaping the future of food delivery across Italian cities.