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 longterm 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 indepth 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 biweekly 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 fastpaced 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.
            • Clientfocused 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.