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.