Job description
BASIC FUNCTION SUMMARY:
The Program Account Manager (PAM) is responsible for developing and managing the online store component of assigned Client program(s) while meeting and exceeding assigned sales, profitability, and account satisfaction goals. In close partnership with Sales, the PAM will develop and execute the overall online store sales strategy of assigned accounts and identify new key stakeholders, whether store-related or not. The PAM will also work closely with the Operations Team to help drive operational efficiencies of the stores assigned.
The following duties are not intended to serve as a comprehensive list of all duties required for this position. The job description is a summary of the major duties and responsibilities. This role may not be required to perform all duties listed and may be expected to perform additional duties as requested.
ESSENTIAL FUNCTIONS: Duties, Skills, Responsibilities, and Expectations:
- High customer satisfaction survey results
- Deep understanding and following of all Client contracts
- Adherence to all departmental SOPS and SLA’s
- Cultivating and developing relationships with the Client’s primary stakeholders
- Ensuring Client brand compliance both with the store platform and products within
- Identifying areas of improvement with the store user audience and suggesting remediation for positive results
- Create initial product data assortments and make recommendations for additions/removals in the associated program Master Product Data
- Tight inventory control management within company guidelines to include timely closeout suggestions
- Proactive suggestions for all store products to include working closely with the Merchandise team and Core products
- Assurance that the store meets and exceeds warehouse and fulfillment operational expectations
- Developing (if not client provided) and maintaining a marketing calendar to promote and drive sales to exceed targets
- Prepare and execute both company standard reporting and all Client custom required reporting
- Preparedness for all Client meetings with clear agendas always
- Preparing for and primary facilitator of all business reviews on a cadence agreed to by the Client and Sales
- Review and tightly manage Client contracts and SOW documents
- Participate in the creation of new SOWS as required
- Develop and maintain strong relationships with key stakeholders
- Partner with assigned EBM and AM to develop and execute strategic business plans, ensuring alignment with the company’s objectives
- Collaborate closely with all operational functions, including Art Team, eCommerce, Merchandising, Vendor Relations, Sales Support, and Quality Control
- Identify, establish, and execute process improvements to optimize the efficiency and effectiveness of the Client store experience
- Review and implement all new and current documented SLAs and SOPs
- Ensure proper finance and operational account setup
- Act as a key intermediary between merchandising and the Client
- Closely align all activities with the implementation checklist and proactively suggest ways to meet Client expectations
Online Store/Platform
- Review and maintain store compliance with contracts
- Supervise the user experience of the online company store, including site navigation, content development, online sales funnels, and online promotional campaigns, and be the Client and Sales primary point of contact
- Ensure the FAQ housed within the online store mirrors all client-specific requirements and is edited as needed for overall user experience satisfaction and understanding of store usage and product purchasing
Operational Process
- Collaborate with the Program Specialist (PS) to implement, develop, and manage online company store initiatives
- Communicate successfully with the PS while delegating specific day-to-day tasks such as inventory management, quotes, presentations, SOPs, and other operational processes
- Communicate successfully with the Account Coordinators for best-in-class client experience and to ensure the FAQ on the store is maintained to meet and exceed client service level requirements continually
- Utilize and partner with the Quality Control (QC) team to monitor and enhance client satisfaction
Merchandising
- Utilize the ePromos sourcing protocol and partner with the Merchandising Team to create and update products while prioritizing the CORE collection for merchandising programs
Inventory Management
- Solely utilize the company-prescribed warehouse
- Ensure client approval before all new and reorder inventory purchases, regardless of inventory ownership
- Ensure manager approval for inventory purchases per the inventory SOP
- Ensure that inventory levels per product meet or exceed the company’s minimum turns
- Review and act on the reorder report at least weekly and as required during peak or seasonal times
- Follow inventory management SOPs and SLAs
- Ensure that inventory protocols are followed for products to be received into the warehouse
- Tightly manage any inventory usage before, during, and after the client’s onsite sales events
Reporting
- Lead a team with cross-functional roles to prepare all required, but not limited to, weekly, monthly, quarterly reporting, including sales, inventory, Client custom reporting, and Google Analytics
- Capture customer satisfaction survey data
Communications
- Ensure all customer communications are housed in the Company CRM fields as available
- Collaborate with leadership and Sales stakeholders to identify and address overall online store customer satisfaction and opportunities for improvement, ensuring alignment with the company’s strategic account goals
- Key facilitator for all Client business review meetings
- Effectively communicate operational changes, opportunities for improvement, growth ideas/suggestions with the Client
- Attend and manage overall on-site product needs for Client pop-up events, meetings, and engagements as required
Other
- Adhere to the company’s core values
- Performs other duties as required
MINIMUM REQUIREMENTS:
- Proven work experience in an online store/corporate programs, branded merchandise support role, or similar role
- Demonstrated ability to lead client sales growth and drive results
- Working knowledge of online store platforms and features
- Strong operational and project management skillset
- Excellent verbal and written communication skills, with the ability to articulate complex ideas and influence Client stakeholders as required.
- Always maintain the highest level of confidentiality and professional conduct
- Establishing and carrying out organizational or departmental procedures, goals, and policies
- High acumen for problem solving and proactively identifying areas to improve customer satisfaction
- Strong writing and editing skills with attention to detail
- Excellent customer service skills
- Organizational and time management skills
- Superior verbal and written communication skills
- Independent self-starter with the ability to prioritize and work within established guidelines while maintaining confidentiality
- Excellent written and oral communication skills
- Ability to work independently or as part of a team as required by the task or project
- Ability to organize and manage multiple competing projects
- Strong PC skills and MS Office skills
Required Education:
- Associates and/or bachelor’s degree in business, or equivalent experience
- Minimum five years of progressive online store account management experience required in the branded and promotional merchandise sector
WORKING CONDITIONS:
- Position is fully remote to the US only
- Ability to accommodate multiple time zones with primary ET (EST/EDT)
- Dedicated workspace and high-speed internet
- Frequent video conference/email/chat
PHYSICAL DEMANDS:
- Maintaining a stationary position for up to 50% of the workday
- Consistently operate a computer and other productivity equipment, including keyboard, webcam, and document scanner
- Clarity of vision of 30” or less
- Ability to perceive sound in the capacity of oral communication
- Exertion of up to 10 lbs. of force as related to lifting or moving of objects
We are an Equal Opportunity Employer!
ePromos is committed to creating a diverse workplace environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
We do not accept resume submissions from third party recruiters.
