Manager, Account Management, NA AVS

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Overview

About the Role: Team Manager, Account Management, North America (NA). Work Timings: 3pm-12am IST.

As a Manager, Account Management as part of Amazon Vendor Services (AVS) NA Team of Retail Business Services, you will help shape and deliver on a strategy for managing Amazon AVS North America vendors. The AVS team seeks a bright, customer-centric, driven, and creative people leader to join. The role leads a team of Account Managers responsible for managing business growth for influential Selling Partners (vendors) on Amazon, ensuring Selling Partner satisfaction with the program through high levels of service and operational standards. You will manage strategic joint business plans for Selling Partners across your team by collaborating with them to identify and execute new selection, merchandising, and operational improvement opportunities.

You will interface internally with leaders from our Retail and Vendor Services teams and will be responsible for all aspects of the vendor’s business with Amazon. Your team will engage directly with multiple internal teams to optimize the product line for key manufacturers (vendors) on Amazon. The candidate thrives in an ambiguous environment where they must develop, implement and iterate data, processes, mechanisms and guardrails to improve the customer experience. They are a business owner who understands the levers to drive growth and can operationalize those levers across their team. They have a passion for people leadership and are at their best when building, developing and managing high-performing teams. Your team will utilize a wide range of skills across site merchandising, buying, inventory management, finance, operations and online marketing to drive the performance of strategic vendor partners at Amazon. You will focus on the strategic and operational aspects of managing the customer relationships with our vendors. You will lead the team to conceive, create and analyze a wide range of marketing and site merchandising efforts, including marketing campaigns to grow the vendor’s traffic, brand awareness, customer conversion, and revenue on Amazon. You will also address strategic and operational aspects of the vendor’s business with Amazon, including root cause analysis of issues and opportunities affecting the vendor’s business.

Key job responsibilities

• Lead a team of Account Managers, prioritizing strategic initiatives and providing escalation support as needed.
• Measure success by the performance of internal teams on input metrics and the impact of vendors on delivering a great customer experience.
• Identify, action and/or advise on improvements to business input metrics that drive growth and improve end customer experience, in collaboration with other Amazon programs and teams.
• Manage end-to-end goal setting for the team to align with organizational goals.
• Build relationships with Selling Partners across the portfolio; proactively develop joint business plan action items and act as a point of escalation for issues, questions, and concerns.
• Act as a thought leader in defining success criteria and understanding Selling Partner needs in a changing business environment; contribute to and lead strategic plans and documents for the organization.
• Lead recruiting and hiring efforts across the direct team and broader organization.
• Manage Selling Partner needs and monitor complexity through efficient resource allocation of Account Managers.
• Monitor Selling Partner satisfaction survey results to analyze feedback trends and establish improvement plans; manage expectations with Account Managers as appropriate.

Basic Qualifications

• 6+ years of digital advertising and client-facing roles with a focus on data analysis experience
• Bachelor's degree
• Experience analyzing data and best practices to assess performance drivers
• Experience influencing internal and external stakeholders
• Experience with sales CRM tools such as Salesforce or similar software

Preferred Qualifications

• 2+ years of mentoring, leading and coaching experience

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