Global Head of Account Management

London, England, United Kingdom · Account Management (Community) expand job description ↓


Trouva is the world’s leading marketplace for independent boutiques. We provide an online platform for beautiful bricks-and-mortar stores to sell their homewares, clothing, and accessories internationally. We’re an award-winning platform, backed by VC and Angel Investors whose successes include Secret Escapes, Net-A-Porter, and Farfetch and have been widely recognised for our logistics and tech innovation. Moreover, we’re a passionate team, with the vision to create a thriving global community of independent shops and shoppers united by their passion for unique products.

The role:

To help us realise our ambitious vision, we're looking for an experienced Global Head of Account Management to lead a growing, ambitious team. Reporting into the Commercial Director, you'll be accountable for the commercial and operational performance of our rapidly expanding international portfolio of the world’s best boutiques. This will include on-boarding, events, communication strategies, product merchandising, and most of all helping our boutiques to grow their businesses.

Our ideal candidate will be an ambitious and experienced leader, who believes fervently in our mission to champion independent retail and can use that passion to drive change and performance in a fast-paced, target driven environment.


What you'll do:

  • Developing strategies that scale and game-change our business time and again
  • Guiding our team of Account Managers and Account Management Executives to develop a best-in-class playbook, as a model to replicate in other earlier stage markets
  • Hiring, managing and developing our growing team of non-UK Account Managers directly, to add value (both commercial and otherwise) to our international boutiques
  • Overall responsibility for our merchandising function, and therefore working closely with the Product [Tech] team to streamline the process of getting all the products from boutiques onto Trouva, and maximising their conversion
  • Sitting within the leadership team, responsible for setting and reporting team KPIs
  • Being the voice of the boutiques within Trouva; working with Product, Business Operations and Editorial to make sure we're providing our Community with what they need
  • Overseeing all communications to boutiques including newsletters and partnerships

Who you are:

  • At least one cycle working in a high-growth online marketplace through to scale
  • You've managed international teams of 20-50+ people, including remote workers
  • Experienced running B2B Account Management teams with 500-5000+ SME accounts
  • 10+ years in account management or similar commercial function
  • Confident owning a p+l and working to (and beating) clear KPIs
  • Experience building out strategies and documenting processes
  • Exceptional at people development demonstrating the ability to inspire, develop and get the very best out of team members
  • Track record of over-performance vs target
  • Skills to build business cases and reach internal consensus
  • Excellent verbal and written communication skills
  • Ability to absorb information quickly and prioritise initiatives
  • A huge amount of drive to effect change and improve everything
  • Analytical ability to help support and inform strategic decisions
  • Ability to multitask and work quickly in a fast-paced environment
  • Lots of energy, positive attitude and an outgoing approach
  • Understanding of and interest in independent retail
  • Ability to explain complex concepts in everyday terms
  • Passionate about new tech and entrepreneurship
  • Fun to work with and desire to help build and develop our culture


What's in in for you:

  • Competitive salary and share options in one of the UK’s most exciting startups. Equity is very important to us - we want you to be a shareholder in the company so you are part of the upside if we're successful together
  • 33 days including 8 bank holidays per annum
  • Company pension
  • A beautiful office space in Central London, with unlimited coffee, snacks and fresh fruit
  • Need tech or equipment? We'll provide whatever you need to get the job done
  • Regular team events where we celebrate our success and people
  • Company benefits membership (e.g. discount on Apple products, discounted gym membership, free mobile phone insurance - via Perkbox), unlimited staff discount on all Trouva products and a Trouva gift card to get something awesome for your desk
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