SmartQ
Website:
thesmartq.com
Job details:
About SmartQ
SmartQ is redefining how the world experiences food. As a next-generation food-tech innovator, we solve real operational challenges through empathy-led insights and powerful technology. Our mission is clear: to elevate everyday dining into a seamless and meaningful experience.
In the last decade, we’ve transformed cafeteria and food operations across industries with scalable, cutting-edge solutions. Operating in 14 countries and backed by Compass Group- a $60B global foodservice leader SmartQ continues to push the boundaries of what modern food-tech can achieve.
Since our inception in 2015, we’ve become a trusted partner for corporates, hospitals, universities, and food courts worldwide. With a bold vision to become the world’s largest B2B food-tech company, we connect people through exceptional food experiences powered by advanced technology. Today, we proudly serve 400+ global clients, including leaders like Google, HSBC, Amazon, and Wells Fargo.
At the heart of SmartQ is a culture shaped by four core pillars:
Great People | Great Food | Great Experience | Greater Good
These values inspire collaboration, innovation, humility, and a relentless pursuit of excellence.
To dive deeper into what drives us, explore our cultural pillars on the SmartQ LinkedIn ‘Life’ page. It offers an authentic glimpse into the journey you could be part of: https://www.linkedin.com/company/smartq-bottlelabs/life/cdc290f8-ff81-4e7f-9c96-37d842f936c4/?viewA…
Are you excited to join our team as Key Account Manager?
Are you passionate about building and managing strong relationships with key clients? If yes, this opportunity could be the right fit for you.
As a Key Account Manager at SmartQ, you will be responsible for managing end-to-end operations of vending machines across assigned client locations. This role serves as the primary point of contact for key accounts, ensuring optimal machine uptime, consistent product availability, adherence to SLAs, and high levels of customer satisfaction. You will work closely with on-ground teams, service partners, warehouse teams, and internal stakeholders to ensure seamless operations, timely issue resolution, and continuous service improvement.
Key roles and responsibilities:
Operation Management
- Oversee the day-to-day functioning of vending machines across assigned sites.
- Ensure machines are operational, online, and stocked as per defined SLAs.
- Monitor refilling schedules, product availability, and hygiene standards.
- Coordinate machine installations, relocations, and de-installations as required.
- Drive operational consistency and efficiency across all locations.
SLA & Escalation Management
- Own and monitor key SLA metrics, including machine uptime, refill frequency, and response/resolution timelines.
- Act as the first point of contact for client escalations received via calls or emails.
- Ensure timely closure of issues by coordinating with technicians, vendors, and warehouse teams.
- Maintain detailed escalation trackers and ensure accurate reporting of resolution timelines.
- Identify recurring issues and implement preventive measures.
Client & Stakeholder Management
- Serve as the primary SPOC for client stakeholders, including admin, facilities, and procurement teams.
- Build and maintain strong client relationships through proactive communication and service delivery.
- Conduct regular site visits, performance reviews, and client meetings.
- Support client requirements such as product assortment changes, pilot deployments, and usage analytics.
- Ensure alignment with client expectations and contractual commitments.
Reporting & MIS Management
- Ensure accurate and timely updates of operational trackers, including machine status, product availability, escalation logs, and inventory records.
- Prepare and share weekly and monthly MIS reports with internal teams and clients.
- Analyze data to identify trends, risks, and opportunities for operational improvement.
- Maintain data integrity and consistency across all reporting systems.
Team & Vendor Coordination
- Coordinate closely with refill staff, technicians, service partners, and warehouse teams.
- Ensure adherence to processes, reporting standards, and service timelines.
- Monitor team performance and address gaps in execution or manpower.
- Proactively escalate operational challenges and recommend solutions.
Commercial & Account Support
- Support revenue growth by ensuring high machine uptime and optimal product assortment.
- Enable smooth onboarding and execution of new accounts or expansions.
- Collaborate with internal teams to support billing, PO alignment, and commercial tracking.
- Assist in implementing marketing initiatives and improving machine placement strategies.
Qualifications:
- 4+ years of experience in operations, vending, or retail operations.
- Graduate or Postgraduate in any discipline.
- Strong operational and execution-oriented mindset.
- Excellent problem-solving and escalation management skills.
- Effective client-facing communication and stakeholder management abilities.
- Proficiency in Excel, data tracking, and dashboard reporting.
- Ability to manage multiple sites and priorities simultaneously.
- High level of ownership and accountability.
- Experience in managing multi-site operations or enterprise/key accounts is an advantage.
- Willingness to travel locally and spend significant time at client locations.
Message from CEO:
We've come to realize that we're not merely in the B2B Food service industry; we're in the business of 'Capturing Hearts.' We find ourselves in a unique position to turn ordinary, mundane corporate cafeterias into places of pure delight, where individuals can freely express themselves, find inspiration, and share happiness. Such a profound transformation opportunity is a rare gift, where the purpose of our enterprise transcends the ordinary. If this vision resonates with you, we invite you to join us in our mission to spread joy and happiness in a world weighed down by stress and pressure. Together, let's play our part in making this world a more beautiful place.
Click on Apply to know more.