Program Account Manager

Summary

Join ePromos as a Program Account Manager (PAM) and be responsible for developing and managing the online store component of assigned client programs. You will work closely with Sales to develop and execute online store sales strategies, identify key stakeholders, and collaborate with the Operations Team to drive operational efficiencies. Key responsibilities include managing client relationships, ensuring brand compliance, identifying areas for improvement, and managing inventory. You will also prepare reports, facilitate business reviews, and collaborate with cross-functional teams. This fully remote position requires strong communication, project management, and problem-solving skills, along with experience in online store account management within the branded and promotional merchandise sector. A minimum of five years of progressive experience is required, along with an Associate's or Bachelor's degree or equivalent experience.

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
• 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
• 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
• 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

Responsibilities

• Develop and manage the online store component of assigned Client program(s) while meeting and exceeding assigned sales, profitability, and account satisfaction goals
• Develop and execute the overall online store sales strategy of assigned accounts and identify new key stakeholders, whether store-related or not
• Work closely with the Operations Team to help drive operational efficiencies of the stores assigned
• Ensure High customer satisfaction survey results
• Deep understanding and following of all Client contracts
• Adherence to all departmental SOPS and SLA’s
• Cultivate and develop relationships with the Client’s primary stakeholders
• Ensure Client brand compliance both with the store platform and products within
• Identify areas of improvement with the store user audience and suggest 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
• Develop (if not client provided) and maintain 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
• 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
• Utilize the ePromos sourcing protocol and partner with the Merchandising Team to create and update products while prioritizing the CORE collection for merchandising programs
• 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
• 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
• 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
• Adhere to the company's core values
• Performs other duties as required