Senior Manager, Retail Management Services (Amazon)

VML/WPP Enterprise Solutions; Chicago (IL); On-site; USD 60,000 - 140,000; Full time

Job summary

WPP Enterprise Solutions seeks a hands-on Senior Manager, Commerce (Amazon Operations) to own the day-to-day catalog health for our CPg clients on Amazon. You will operate inside Vendor Central and Seller Central, performing content changes, flat-file uploads, and support-ticket management to drive immediate retail success.

You will monitor inventory, resolve listing issues, coordinate with supply chain, and deliver weekly status reports to cross-functional teams, enabling optimized catalog

Qualifications

• 2-4 years of hands-on experience managing catalogs in Amazon Vendor Central (1P) and/or Amazon Seller Central (3P). Prior agency experience is highly preferred.
• Technical Amazon Expertise: deep, practical knowledge of Amazon inventory templates, category templates, variation relationships, and the Amazon ticketing ecosystem.
• Advanced Excel Skills: proficient in Excel (VLOOKUPs, Pivot Tables, Concatenate, Text-to-Columns) to manipulate large catalog data sets.
• Problem-Solving Mentality: gritty determination to solve problems; you don’t take the first No from Amazon Support as the final answer.
• Extreme Attention to Detail: ensure product listings are 100% accurate, properly mapped, and visually cohesive before going live.

Responsibilities

• Ticket Resolution & Troubleshooting on Amazon systems.
• Case Management: manage and follow up on Amazon support tickets across Seller, Vendor, and Brand Registry.
• Error Resolution: diagnose and fix complex catalog issues (e.g., ASINs, stock, hijackings).
• Compliance: monitor health dashboards and resolve listing suppressions and related statuses.
• Flat File Mastery: create and upload bulk inventory files to update catalogs and map attributes.
• Content Execution: update product content, upload images/videos, and configure A+ content.
• A/B Testing: set up and monitor tests for titles, images, and A+ content to optimize CVR.
• Availability & Inventory: monitor stock levels and flag PO/shipment issues with supply chain teams.
• Dispute Management: assist in disputing chargebacks and shortages to protect profitability.
• Walk-the-Store Audits: perform digital shelf diagnostics and provide visual reports to clients.
• Sales Enablement: deliver weekly status reports and catalog health readouts to clients and sales teams.
• Cross-Functional Collaboration: coordinate with Media and Strategy teams to ensure ASIN readiness for campaigns.

Skills

Amazon catalog management

Advanced Excel

Problem solving

Attention to detail

Cross-functional collaboration

Tools

Amazon Vendor Central

Amazon Seller Central

Excel (VLOOKUP, Pivot)

Job description

Senior Manager, Commerce Operations (Amazon)

Who We Are

WPP Enterprise Solutions designs, builds, and operates the growth systems that competitive businesses rely on. In a world where Al is reshaping how companies drive growth, we lead clients in business transformation and marketing modernization, connecting strategy directly to execution. Our 12,000 experts in engineering and platforms, commerce, consulting, content transformation, CRM, and CX work within a unified global operating unit across 40+ markets. WPP Enterprise Solutions works alongside best-in-class partners including Adobe, AWS, Braze, Google, Microsoft, Salesforce, and Shopify, as well as innovators in AI, to deliver growth solutions tailored to the needs of our clients’ businesses. VML, part of WPP, supports WPP Enterprise Solutions by helping brands activate transformation through creativity and experience.

About the Role

We are seeking a highly tactical, detail-oriented Senior Manager, Commerce (Amazon Operations) to join our retail execution team. This is a "hands-on-keys" position dedicated to the day-to-day operational health of our CPG clients on Amazon.

You will serve as the operational backbone for our clients' eCommerce and Sales teams. Your primary mission is to ensure their Amazon catalog is flawless, their products stay in stock, and any platform glitches are resolved swiftly. You will live and breathe inside Amazon Vendor Central and Seller Central, executing content changes, wrestling with flat files, and managing support tickets to drive immediate retail success.

Key Responsibilities

• Ticket Resolution & Troubleshooting
• Case Management: act as the primary point of contact for submitting, managing, and relentlessly following up on Amazon support tickets via Seller Support, Vendor Support, and Brand Registry.
• Error Resolution: troubleshoot and resolve complex catalog errors (e.g., Error 5665, Error 8541, stranded inventory, merged ASIN issues, and brand hijackings).
• Compliance: monitor Account Health dashboards and resolve listing suppressions, "Search Suppressed" statuses, and ANDON cords immediately.
• Flat File Mastery: create, manage, and upload bulk inventory files (flat files/NIS templates) to execute catalog-wide updates, establish parent-child variation families, and map backend attributes.
• Content Execution: execute day-to-day content updates. Coordinate the upload and configuration of visual assets, including new product images, videos, and A+ Content updates.
• A/B Testing Execution: set up, monitor, and report on A/B tests for product titles, main images, and A+ content to continuously optimize for conversion rate (CVR).
• Availability & Inventory Support
• In-Stock Management: monitor basic retail metrics (Out-of-Stock rates, Lost Buy Box) and work with client supply chain teams to flag PO (Purchase Order) issues or shipment discrepancies.
• Dispute Management: assist in identifying and disputing operational chargebacks and shortage claims to protect client profitability.
• Client & Team Support
• Walk-the-Store Audits: conduct routine digital shelf diagnostics. Provide clients with tactical, visual reports on real-time PDP accuracy, competitor positioning, share of search and out-of-stock visibility.
• Sales Enablement: support the client's internal eCommerce/Sales managers by providing weekly operational status reports, pending ticket updates, and catalog health readouts.
• Cross-Functional Collaboration: partner with our internal Media and Strategy teams to ensure ASINs are retail-ready before major advertising campaigns launch.

Key Qualifications & Skills

• 2-4 years of hands‑on experience managing catalogs in Amazon Vendor Central (1P) and/or Amazon Seller Central (3P). Prior experience in an agency setting supporting CPG/FMCG brands is highly preferred.
• Technical Amazon Expertise: deep, practical knowledge of Amazon inventory templates, category templates, variation relationships, and the Amazon ticketing ecosystem.
• Advanced Excel Skills: you must be highly proficient in Microsoft Excel (VLOOKUPs, Pivot Tables, Concatenate, Text-to-Columns) to manipulate large catalog data sets.
• Problem‑Solving Mentality: a gritty determination to solve problems. You don't take the first "No" from Amazon Support as the final answer; you know how to expedite and force resolution.
• Extreme Attention to Detail: an eye for precision to ensure product listings are 100% accurate, properly mapped, and visually cohesive before pushing them live.

The base salary range for this position at the time of this posting is indicated below. Individual compensation varies based on job‑related factors, including location, business needs, level of responsibility, experience, and qualifications. We offer a competitive benefits package, click WPP Benefits for more details.

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$60,000 - $140,000 USD

About WPP

WPP is the trusted growth partner for the world’s leading brands. With exceptional talent, trusted data and intelligence and world‑class partnerships – all united by our agentic marketing platform, WPP Open – we help clients navigate change, capture opportunity and deliver transformational growth. For more information, visit WPP.com .

WPP (VML/WPP Enterprise Solutions) is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.