Lead, VAM (CLM Cluster)

Job description

Report to the Head of Virtual Account Management and manage market VAM operations across in-house and BPO teams. Drive portfolio performance across Active Inventory, Zombie Performance, VFD/GMV, Ads/GMV and other agreed commercial and operational KPIs. Lead vendor reactivation and retention efforts, ensuring agents resolve operational blockers and follow the VAM Universal Framework. Manage portfolio allocation, workload and lead utilisation, coordinating with regional teams on account ownership changes.

Set clear team goals and provide regular coaching, performance reviews and improvement plans in alignment with People Team and BPO partners. Partner with Training and QA teams to strengthen agents’ commercial skills, vendor handling and adherence to SOPs. Analyse portfolio and agent performance to identify root causes, prioritise opportunities and implement corrective actions. Maintain accurate Salesforce records and consistent case management, follow-up and escalation processes.

Support the rollout of AI and automation initiatives, including team readiness, escalation handling and operational feedback. Coordinate with local Commercial, Vendor Health, Product and Operations teams to resolve vendor issues and deliver market initiatives. Prepare weekly and monthly performance updates, presenting clear insights, actions and risks to stakeholders. Support recruitment, onboarding and succession planning to maintain team capability and operational continuity.

Qualifications

Bachelor’s degree or equivalent relevant experience. At least three years of relevant experience in account management, commercial operations, telesales or customer success, including experience leading teams. Experience managing performance against commercial and operational targets; exposure to BPO operations is an advantage. Strong coaching, stakeholder management and communication skills. Fluency in English; relevant market language proficiency is an advantage.

Strong Excel or Google Sheets skills; Salesforce and dashboard experience are an advantage. Ability to translate data into clear business insights and practical action plans. Strong problem-solving, organisational and prioritisation skills. Ability to manage competing priorities and make sound decisions in a fast-paced environment. Strong attention to detail and ownership of execution and follow-through.