Retail Account Manager Lead

Retail Account Management Lead

The Retail Account Management team works to help Vendors be successful on Amazon, removing blockers where necessary in order to deliver the best possible customer experience. Amazon's Bratislava Retail Account Management team is currently looking for a Leader to support and manage our existing vendor base, maximizing their potential on the Amazon websites. In this role you will contribute to Amazon's mission to deliver timely, accurate and professional service to all vendors and ensure that high quality standards are guaranteed while maintaining high Service Levels. Come and experience a company that reinvents itself every day and immerse yourself in an environment that is fast-paced, expanding and continuously inventing new efficiencies to offer great opportunities for our Customers and for you!
Operating in a fast-moving and often ambiguous environment, the Leader of the team will have full responsibility for achieving business objectives and be the voice of the vendor; effectively managing escalations of complex problems from Vendors; identifying potential issues and working closely across multiple stakeholders in order to solve problems and improve; managing time and workflow independently and effectively including appropriate delegation. We expect that the leader of the team can work autonomously, think both strategically and tactically, and take full control and responsibility for achieving your goals. This position requires phone and e-mail communication with different departments within Amazon, vendors and employees, utilizing a wide variety of software tools to navigate vendor accounts, research and review policies and communicate effective solutions.


Ideal candidate is required to demonstrate performance in the following areas:
- Metrics, by consistently leading the team to meet and exceed service levels and targets in answering vendor’s request; maintain the performance and metrics of all team members, and hence manage the team at the expected levels.
- Process Improvement, by delivering significant business impacts and/ or contributions to the Company through improvement to quality, productivity, and/or customer experience. Work with peer technical teams to articulate and prioritize feature needs for investigation tool sets.
· People Development, by developing the Performance levels, career and skills of their team through continuous closure of performance feedback loops. Possess ability to recruit excellent team members into the team and company.
· Project Participation, by effectively participating in projects that involve multiple teams within the Company that are above and beyond the normal area of responsibility or expertise. Consistently demonstrate timely delivery of projects on roadmap to support the team and department vision.
· Judgment and Discretion: The candidate has direct responsibility over multiple functions and processes. She/he consistently exercises discretion in tactical and strategic decision making/problem solving and routinely reports to management chain as required. She/he takes decisions that are reasoned, documented, and involves partnering with other internal stakeholder teams as appropriate and required when making decisions that have wider impact.

Key responsibilities:
• Provide real time support, assistance and feedback to Account Management Associates.
• Coach & mentor Associates to ensure they meet the required performance standards for quality & productivity. Drive your team to high level of achievement
• Support timely and efficient service to Amazon's Vendors; serving as first point of escalation, Work closely with the EU Mass Vendor Recruitment and Retail teams to share knowledge & best practice.
• Liaise with other departments within Amazon. Be a committed vendor advocate; driving process & tool improvements.
• Identify research and push for resolution on technical issues affecting internal and external customers.
• Demonstrate appropriate sense of urgency for email response times and phone service levels.
• Being involved in the recruitment and training of the team.
• Set/ clarify requirements and expectations for Associates: Measuring performance, providing feedback and holding Associates accountable for their performance
• Maintain a positive and professional demeanour and portray the company in a positive light.
• Demonstrate Amazon Core Competencies in all aspects of your daily role.