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• Head of Operations and Account Management

• Indefinite
• Full time
• Hybrid (00000, Dubai, Dubai, United Arab Emirates)

Who are we?

Qlub is revolutionizing the dining experience with ultra-fast, seamless payment solutions. Our technology lets customers pay in seconds by scanning a QR code – no app download required. From Pay-at-Table QR payments and Digital Menus to Order-and-Pay tech, Payment Links, and SoftPOS terminals, qlub streamlines the entire payment process, making it faster and more convenient for both diners and restaurants. Plus, splitting the bill with friends has never been easier!

We help restaurants focus on what they do best: providing exceptional dining experiences. By removing payment hassles, we increase table turnover and improve operational efficiency, boosting profits. Features like analytics, instant tipping and reviews, and automated accounting empower restaurants to thrive in today’s digital-first world. We work with some of the biggest restaurant brands including Paul, Nandos, Bateel, Sushi Samba, Addmind, etc.

The role?

As the Head of Operations and Account Management, you oversee the complete journey of a partner, starting from their initial sign-up with Qlub to becoming a loyal, long-term client who utilizes our diverse tools and services for the best possible experience.

In this role, you will lead one of our core functions, mentoring a diverse, multi-cultural team across four key areas: client onboarding, account management, customer support, and performance management. Your responsibilities will include:

• Managing the account management and customer success teams, overseeing 1,500+ clients, including some of the world’s largest restaurant brands and hotel chains.
• Strengthening and expanding relationships with clients and partners to ensure we deliver exceptional service and align their needs with our priorities.
• Leading the client onboarding process, continuously improving workflows, optimizing costs, and ensuring the smooth and successful implementation of Qlub at new client sites.
• Driving growth by deeply understanding client needs and identifying opportunities for account expansion, service diversification, and the introduction of new features.
• Utilizing data analytics to evaluate client portfolio performance, identify improvement opportunities, assess the impact of new product features, and drive adoption of Qlub.
• Overseeing the support team to ensure we provide exceptional service to our clients.
• Setting the vision and developing strategic objectives for the department, collaborating with the leadership team to define and track departmental goals and metrics.
• Working closely with Tech, Sales, and Finance teams to streamline and integrate account management processes across the company.
• Driving the go-to-market strategy and the rollout of new features and products, using data to assess success and identify opportunities for revenue growth.

What are we looking for?

• Bachelor’s degree in business administration, Engineering or similar relevant degree. MBA is desirable but not required
• Min. 7 years of professional experience, with 2+ years of experience in of managing teams. Experience working in fast paced start up environment is a plus
• Excellent leadership, communication, and analytical skills
• Experience setting up processes and deploying new tools from scratch
• Ability to operate in a dynamic start up environment, with an innovative mindset
• Strong entrepreneurial spirit - you want to build something big and have a measurable impact for your efforts
• You are self-motivated and have a result-oriented mindset, you hustle to get things done and proactively find ways to reach and overachieve your targets.

Why join qlub?

• Be part of an exciting, fast-paced environment, where you can grow the business from an early-stage start-up into a global organization;
• Drive growth and tailoring of fast-evolving new products and features;
• Work with highly motivated people, enthusiastic about improving the customer experience at table-service restaurants.

Sounds like you? Are you excited by this opportunity? If so, “Apply now”.