We are looking for eCommerce Accounts Manager foreCommerce dept. to manage F&B and Floral Brands of Grandiose.
Role overview:
Accounts Manager will take end-to-end ownership of the online business performance and commercials of our food, cake and flower brands across aggregators and our own app.
The role is responsible for a substantial business portfolio, with aggregators representing the primary sales channel, followed by our own app. It combines commercial ownership, partner relationship management, operational performance improvement, marketing coordination and new brand and location launches.
Our current portfolio includes:
- 5 brick-and-mortar food brands operating across 30 branches
- 15 cloud kitchen food brands operating from 3 cloud kitchens
- 3 flower delivery brands
- 2 cake brands
he portfolio is continuously growing, with additional brands across all verticals and expansion into new branches and cloud kitchen locations.
Strong food industry experience and a proven track record of growing food brands are essential. Prior flower delivery experience is an advantage but is not required.
Key responsibilities:
Business performance and commercial ownership
- Take end-to-end ownership of online performance and commercials across all brands, locations and platforms.
- Drive sales growth and profitability, translating business targets into clear plans and actions.
- Monitor daily performance by brand, location and platform, identifying opportunities, investigating gaps and driving corrective action.
- Manage pricing, promotions and platform commercials within agreed approval limits.
- Assess the impact of commissions, platform fees, discounts and marketing investment on business performance.
- Present regular performance reviews, forecasts and recommendations to management.
Aggregator and platform management
- Own day-to-day relationships with aggregators and other online business partners.
- Lead account reviews, commercial negotiations, campaign planning and issue resolution.
- Secure opportunities for improved visibility, promotional support and business growth.
- Manage the food, cake and flower offering across all platforms, including our own app, in coordination with the relevant internal teams.
- Meet partners regularly to review results, address challenges and develop opportunities.
- Identify and close new partnerships and commercial opportunities within agreed approval limits.
Operational performance and site engagement
- Monitor and improve operational KPIs across all brands and locations, including availability, order acceptance, cancellations, preparation times, order accuracy, customer ratings and delivery performance.
- Conduct regular visits to branches, cloud kitchens and fulfilment sites to identify operational and technical challenges affecting online performance.
- Work with site teams, operations, technical teams and last-mile partners to resolve issues and verify improvements.
- Identify recurring problems and implement consistent processes with the teams responsible.
- Coordinate training on platform processes, order handling, menu updates and service standards.
Menu, pricing and assortment optimization
- Own menu and catalogue accuracy across platforms, including product availability, descriptions, images, modifiers and pricing.
- Optimize menu structure, product selection, bundles and add-ons to improve conversion, average order value and profitability.
- Conduct competitor and pricing research and recommend commercially sound adjustments.
- Coordinate updates with commercial, content and operations teams to ensure accurate and timely execution.
Marketing, visibility and conversion
- Develop promotional plans with marketing and commercial teams, aligned with business priorities and seasonal opportunities.
- Plan and coordinate aggregator campaigns, sponsored placements and other visibility initiatives.
- Improve the path from platform visibility to completed orders through effective content, menus, pricing, promotions and customer experience.
- Monitor campaign performance, conversion and return on marketing spend, using results to refine future activity.
- Ensure campaigns are supported by product availability and operational readiness across participating locations.
New brand and location launches
- Lead online launch coordination for new brands, branches and cloud kitchen locations across all verticals.
- Manage platform onboarding and readiness, including listings, menus, content, pricing, operational setup, training and launch promotions.
- Align stakeholders on launch timelines, responsibilities and requirements.
- Monitor initial performance and resolve issues to support successful launches and continued growth.
Stakeholder coordination
- Work closely with commercial, marketing, operations, content, technical and last-mile teams, alongside aggregators and other external partners.
- Establish clear ownership, deadlines and follow-through for cross-functional actions.
- Maintain effective communication between management, platform partners and site teams.
- Develop scalable processes that support the continuously expanding portfolio.
Required experience and capabilities
- Proven track record of managing and growing food brands, with measurable results in online sales, profitability and operational performance.
- Previous hands-on experience managing aggregators, including relationships, commercial negotiations, promotions and performance improvement.
- Strong understanding of the online food business and e-commerce, ideally across multiple brands, locations and cloud kitchens.
- Strong understanding of aggregator marketing, visibility and conversion strategies, including sponsored placements, platform campaigns, menu optimization, pricing, promotions and customer ratings.
- Strong commercial judgment, with the ability to evaluate partnership terms, promotional effectiveness and growth opportunities.
- Strong analytical skills and confidence using platform dashboards, spreadsheets and performance reports to guide decisions.
- Excellent communication, negotiation and relationship-management skills.
- Ability to influence and coordinate internal stakeholders and external partners, with clear ownership and follow-through.
- Experience coordinating new brand or location launches and delivering operational or platform training.
- Willingness to conduct regular site visits and partner meetings.
- Food industry experience is essential. Flower delivery experience is an advantage but not required.
Key measures of success
- Online sales growth and profitability across brands, locations and platforms.
- Improved availability, order acceptance, preparation times, cancellation rates, order accuracy and customer ratings.
- Improved platform visibility, conversion and average order value.
- Effective promotional and marketing investment with measurable commercial returns.
- Accurate and optimized menus and product listings.
- Successful, timely launches of new brands and locations.
- Valuable partnerships and improved commercial outcomes.
- Timely resolution of operational and technical issues.
