Account Management Team Lead, Lottie
£55-65k
+ Commission + Equity
2-5 days a week in office
A family's trusted guide to later life care
Posted today
A family's trusted guide to later life care
21-100 employees
Posted today
£55-65k
+ Commission + Equity
2-5 days a week in office
21-100 employees
Company mission
To elevate later life for everybody.
Role
Who you are
- You've got a background growing accounts, whether that's account management, customer success or sales. The commercial instinct to grow a relationship, not just service it, is the foundation everything else builds on
- You're interested in managing accounts at real volume, elevating a large book of business rather than a small portfolio of enterprise clients
- You've improved how a team works, not just worked in one. You've defined processes, built systems, or driven change that outlasted you
- You have a commercial edge. You don't need a sales background, but you have a track record of promoting products into accounts and are comfortable with expansion conversations
- You're ruthlessly efficient: highly organised, quick through your work, and always looking for ways to save time, improve process, and scale interactions
- You've coached or mentored others. Formal people management is useful but not essential, what matters is evidence of raising others' game
What the job involves
- Lottie is building the AI operating system for social care, changing how the UK finds, manages, and pays for care. Over 1,000 care providers run on our software, and every one of them is a partner our Account Management team looks after
- That network is growing fast. Your job is to make account management scale with it, becoming more efficient, more consistent, and more commercial. You'll lead a growing team of Account Managers while staying hands-on with accounts, and build the operating model the whole function runs on
- This is a genuine player-coach role. Half your time leading and coaching the team and building how account management works at Lottie. Half hands-on with your own accounts. If you can't do both at once, this isn't the right role
- Lead and coach a team of Account Managers, reporting into the Head of Account Management
- Lead by example by owning your own accounts and helping them grow across Lottie's products. This is a genuine 50/50 role
- Define what great account management looks like at Lottie, from the standards to the playbooks and processes the whole team runs on
- Drive structural change, including moving partners to a single point of ownership instead of multiple people across one account
- Build systems that make the way we work better: AI driven automation, self-serve, and lighter-touch approaches where a conversation isn't needed
- Increase revenue per partner, by working with them to proactively identify opportunities for them to grow with Lottie. Work with the team to bake this commercial approach into every partner touchpoint
- Work closely with our product team to identify emerging themes in partner feedback, back them with data and make the case for what to build next
- Raise the team's bar every day on quality, pace, and commercial instinct
- Many partners have real, untapped potential - higher tiers, more products, greater engagement - and it's on you to build the commercial approach that finds that potential and converts it across the whole book, not just your own accounts. This is the biggest part of the role
- Leading the team is half of this player-coach role. You'll get the best out of a growing team of Account Managers - coaching them, raising their commercial game, and strategically leaning in on their accounts to help them win, building a team that keeps performing as the book grows
- Lottie's partner base is large and growing fast across Lottie’s Marketplace, Found and Eliza. As the team scales, you'll make sure that growth in volume doesn't come at the cost of quality or commercial performance, and that the standard holds across everyone's accounts
- At this volume, structure and process matter more than bespoke handling. You'll define how a large book gets managed and get the whole team running on it - consistent, efficient and commercial, not just relationship-building
- Improving processes and optimising the manual parts of account management. You'll use AI and tech automations to take the repetitive work out of how the team operates
Application process
- We'd love to see a short video (2 minutes max) answering this question:
- Introduce yourself and tell us why you’re interested in Lottie and why you feel you’d be a good fit for the role
- We appreciate this takes time. We receive a high volume of applications and this helps us assess you on more than your CV
- Screening interview led by Lottie's Talent Acquisition Lead (Alice Rooke) - remote
- Case study - prework to be completed independently and presented to two commercial leaders at Lottie - remote
- Final interview with Will Donnelly (Lottie's Co-Founder & CEO) and Hiring Manager - in person (London Bridge)
- 🤩 Candidate Experience: All candidates will be informed of their application status
- Pre-Screen and Screening interview: You'll receive an email notification, but no specific feedback will be provided at this stage
- Case Study: If you are unsuccessful after the case study, you'll receive constructive feedback via email and be offered a debrief call with our Talent Lead
- Final Interview: For final-stage candidates who are not offered the role, we will provide feedback via a phone call
Salary benchmarks
Our take
Choosing a care home is often a hugely daunting, complex, and expensive process, coming at a time that's already stressful enough. What's more, the UK's ageing population is growing at an increasing rate, putting more strain on social care than ever before. The result is that 44% of care seekers often ultimately regret their choice of care home, something that has had increasing attention since the start of the COVID-19 pandemic.
Lottie aims to address this in part by simplifying the process of finding the perfect care home for every individual's specific needs. Its online marketplace gives users all the tools to select and compare the UK's best-performing care homes, taking into account CQC reports, facilities, treatment methods, and location.
Having received investment, Lottie aims to continue its growth to reshape the future of the care industry. It is doing so with a strong emphasis on data and real-time information, collecting datasets that will be vital not just to its business operations, but potentially to the UK government and healthcare policy too.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Oct 2023
$21m
SERIES A
Jul 2022
$8.2m
SEED
Total funding: $33.3m
Company benefits
- 26 days holiday + Bank holidays
- Flexible working hours
- Everyone owns equity
- Private Medical Insurance
- Cashplan
- Wellness budget
- L&D budget
- A 3-night stay at Unplugged
- 2-weeks Work from anywhere
- 20-weeks full pay for Primary Parental Leave
- 8-weeks full pay for Secondary Parental Leave
- 2-weeks unpaid Carers Leave
- 5-days paid leave for those going through the IVF process
- Workplace Nursery Scheme
- Compassionate Leave
- Employee Assistance Programme
- Access to Mental Health First Aiders
- Quarterly team events
Company values
- Ownership
- Impact
- Nimbleness
- Kindness
Company HQ
Bermondsey, London, UK
Articles
Leadership
Will Donnelly
(Founder & CEO)Prior to Lottie, Will spent 5-years at CBRE where he advised on £2.5bn healthcare M&A deals, supported the NHS during COVID-19, and became an industry leading expert.
Julien Lavigne du Cadet
(CPTO)Before Lottie, Julien was CTO of Zoe where he was part of the leadership team that helped scale their products to millions and revenue from £0 to £100m ARR.
Laura Mahy
(VP Product)Laura started her tech career at Sainsbury's before becoming Deliveroo's first Product Manager. Following this, she's held leadership roles at Deliveroo, Habito and Zoe.
People progressing
Hannah joined Lottie as the company's first Care Expert (Customer Care) following spells in the charity and tech sectors. Since joining, Hannah has been promoted a number of times and is now the Customer Care Lead.
Ruby started as a 4-week Care Expert Intern during University, which was extended. After 1.5 years in the Care Expert team, Ruby moved over to the Marketing team to pursue her career in Social Media!
Diversity, Equity & Inclusion at Lottie
Holly Leckenby Rye (Senior People Manager)
- Fostering an inclusive atmosphere where everyone feels valued and respected
- A wide range of inclusive benefits and policies
- Religious and cultural practices and holidays celebrated
- Job descriptions with inclusive language
- Quarterly anonymous employee engagement surveys
- Bias-free Performance Reviews with quantitive measures in place
- Employee Assistance Programmes
- A diverse social calendar to be inclusive of all employees
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