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.

• 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.

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