Senior Amazon Director

This role focuses on client satisfaction and retention to build loyalty, while overseeing operations.

This position serves as a key operations role and represents the organization publicly.

Roles & Responsibilities

• Ensure ClickUp profiles are consistently updated correctly
• Oversee a seamless onboarding process for new clients
• Manage a streamlined client offboarding process, ensuring proper documentation and centralization
• Ensure team members complete training videos as they are released
• Responsible for executing Amazon audits
• Manage the operation of the Amazon support desk
• Ensure Amazon teams monitor and understand their churn metrics monthly
• Establish clear and effective communication between account managers and clients

KPIs

• 90% of Amazon clients meet 100% of their ad spend budget
• Maintain a churn rate below 7.5% per month for the Amazon department
• 90% of audits are completed and followed up on within five business days
• 30% of active clients leave a review on Google
• 30% of clients are billed for performance bonuses
• 95% of clients successfully launch within seven business days of starting, including:
• Onboarding calls with clients
• Strategy sessions
• Internal team onboarding calls
• Task assignments
• Produce one case study every quarter
• Ensure less than 20% of client offboarding includes negative feedback
• Maintain a 150% margin per team member

Daily Responsibilities

• Cultivate and sustain long-term client relationships
• Oversee client progress at key intervals (30, 60, and 90 days)
• Support milestone achievements and brand management initiatives
• Identify and resolve ongoing client challenges, ensuring satisfaction
• Lead retention efforts by providing tailored proposals, negotiating contracts, and recommending upgrades or upsells
• Monitor quarterly survey responses to ensure client satisfaction
• Propose strategic enhancements to improve client performance
• Ensure client needs are met and contractual tasks are completed on time
• Gain in-depth knowledge of clients' businesses, competitors, and marketing goals to solve business challenges
• Regularly track and report client progress to confirm goals are met
• Conduct account and onboarding audits based on the Account Audit Checklist
• Participate in bi-weekly board reviews to:
• Monitor design team workload and current projects
• Confirm sufficient client work across core areas (SEO, troubleshooting, design, images, copy, catalog, etc.)
• Ensure timely task completion and consistent progress
• Track milestone progress with the brand manager
• Coordinate with the brand manager for issue resolution, leaving tasks on their client board as needed

Requirements

• Preferred 3+ years of Amazon Seller Central experience or equivalent knowledge. Comprehensive understanding of Seller Central, including flat files, FBA, PPC, brand registry, and related tools (e.g., Helium10)
• 2+ years of agency experience, with a focus on dynamic client needs
• At least 2 years in a management role, with team leadership, hiring, and performance management experience
• Ability to thrive in a fast-paced environment, effectively managing tasks and setting priorities
• Proficiency with tools like Zoom, Slack, and ClickUp (or similar project management software)
• Strong project management skills and enthusiasm for eCommerce
• Client-focused with experience conducting calls and account management to grow Amazon sales

Benefits

• Yearly bonuses based on performance
• Health benefits (medical, dental, and vision) after 90 days
• Seven paid company holidays

Seniority level

Director

Employment type

Full-time

Job function

Other

Industries

IT Services and IT Consulting