Do you want to make bold impacts with some of our largest and most visible Retail brands on Amazon? Are you a passionate, customer-obsessed leader with a desire to influence how we drive business growth? You may be a great fit for the Amazon Vendor Services (AVS) team!
AVS works directly with a selection of the most strategic Retail vendors (supplier partners) to improve the value, selection and convenience across their Amazon business. Our team creates and innovates across brands, processes and people to grow business results and improve Vendor engagement and satisfaction.
We are seeking highly motivated Customer Success Managers, who will act as Account Managers owning the client-facing relationship with these supply partners and serve in an e-commerce capacity to drive their success, including growing revenue, improving operational efficiencies, executing initiatives and driving traffic and conversion. In this role, you will influence building and executing joint business plans with your Vendor, and collaborating with them to explore innovative merchandising, operational, and selection improvement opportunities.
The ideal candidate for this role should possess strong analytical, account management and/or vendor management skills. They should be able to deliver on commitments, manage workflows in a fast-paced work environment and actively participate in contributing to continuous improvement initiatives. Above all, they should demonstrate a high level of ownership and ability to navigate ambiguity. If you are interested in growing Amazon’s top brands, then we’re interested in you!
Key job responsibilities
Commencing by 2027, as a Customer Success Manager you will gain experience and a wide range of responsibilities, including;
- Identify, action, and/or provide advice on how to improve business input metrics that drive growth and improve end customer experience in collaboration with other Amazon programs and teams.
- Execute tactical support requests for Vendor, such as issue troubleshooting, data reporting, supply chain and catalogue management. Following up and escalating as appropriate to get these resolved in a timely manner.
- Demonstrate excellent time-management skills and the ability to work independently while using centralized resources and procedures.
- Build strong relationship with the Vendor; be a trusted advisor and the central contact for their issues, questions, requests, escalations, and concerns.
- Liaise with other internal departments as necessary to resolve Vendor issues and questions quickly and with high quality.
- Teach Vendors how to be more successful on Amazon through training them on Amazon tools and policies and educating them on relevant growth opportunities in Amazon’s ecosystem of products.
- Collaborating and exploring innovative ways to identify and execute new product selection, brand management, promotional strategies, operational efficiencies and reporting analysis for your vendors.
- Working with varied stakeholders across AVS and wider Amazon teams such as Vendor and Category Managers, Instock, Finance, Operations, Marketing to drive best possible outcomes for your strategic vendors and customers.
- Leading planning and performance sessions with your strategic vendors, and act as their main point of contact at Amazon.
To achieve success in this role, you will possess:
- A natural appetite for learning and the ability to pick up new skills quickly
- Strong analytical, relationship management and organizational skills
- A focus on identifying problems and creating solutions!
- Exceptional communication skills and a proven track record of building positive working relationships.
- Drive to deliver results in an ambiguous environment, being exceptionally detail orientated while looking around corners and thinking bigger about how we create a compelling customer offer.
A day in the life
You will learn and use a wide range of skills working across major functional areas:
Vendor management: growing selection of products available to Amazon customers, driving traffic and conversion initiatives, promotion planning, identifying and resolving vendor-related issues
In-stock management: inventory planning and sales forecasting, tracking purchase orders through to delivery, managing inventory sell-through, working with vendors on PO automation
Content management: improving product detail page content, developing and executing marketing and merchandising plans, improving customer experience onsite
View more information and our Day in the Life of Customer Success Manager here: https://www.youtube.com/watch?v=fYaySG_trNY
About the team
What does my onboarding program look like?
The initial onboarding program (AVS Academy) consists of an Orientation week, where graduates meet and network with senior leaders, get hands on experience at our Fulfillment Centre, learn more around our Day 1 culture and deep dive our Leadership Principles.
The second week consists of an AVS Functional Training curriculum, where graduates gain technical experience required for the Customer Success Manager role. The functional training week is structured around our key AVS pillars; Business Advice, Selection, Operational Excellence, Conversion and Traffic. AVS Academy is designed to develop our pipeline of future leaders, by exposing them to various learning and development opportunities.
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
