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 Click Up 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.

Preferred Qualifications

• 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., Helium
10).

• 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 Click Up (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.

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