Senior Manager, Retail Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and advance successful client delivery and strategies to achieve and surpass objectives for all clients under your management.

• Serve as leadership support, nurture client relationships, and act as a point of escalation for key accounts within your scope.

• Cultivate client trust and formulate actionable plans to attain a client satisfaction score of 9 or higher for those in your management.

• Actively seek out opportunities for account growth and service line expansion for clients within your responsibility.

• Lead the onboarding and account transition processes, ensuring alignment of goals and a positive client experience.

• Function as an escalation point internally and externally to facilitate a successful onboarding and transition process.

• Mentor Account Managers and Managers to ensure they possess the skills necessary to excel in their roles and become eligible for career advancement.

• Collaborate with the Senior Pod Leadership Team to drive larger team initiatives, including hiring and process enhancement.

• Encourage your Account Managers to expand their accounts, providing actionable feedback and aiding Managers in doing the same.

• Offer regular support to account team members and work towards resolving internal and external challenges.

• Communicate established team KPIs to the Senior Pod Leader Team or Director using internal dashboards.

• Aid in achieving or exceeding forecasted revenue targets within the pod/portfolio.

• Support the attainment of Same Store Growth (SSG) targets for clients under your management.

• Assist the Senior Pod Leadership Team with capacity planning and forecasting.

• Collaborate with the Senior Pod Leadership Team to develop thought leadership programs and resources to enhance the knowledge and skills of the Account Management team.

• Provide ongoing training to all direct reports utilizing information and training from the commerce media and commerce operations ecosystem.

• Maintain annual certifications for relevant commerce platforms.

⛳️ Requirements

• 7-10 years of experience in Commerce roles, demonstrating a successful track record of executing campaigns and achieving client goals.

• Management experience is mandatory.

• Familiarity with relevant commerce platforms such as Amazon, Walmart, Criteo, etc., is essential.

• Hands-on experience in commerce media or commerce operations account management is an advantage.

• Proven success in analyzing data and leveraging analytics tools to inform marketing decisions.

• Proficient computer skills, including Google Suite, Microsoft Excel, and PowerPoint.

• Capability to multitask, prioritize, and effectively manage time across clients, various partner relationships, and internal projects.

• Exceptional communication and interpersonal skills, enabling effective collaboration with both external and internal teams.

🏝️ Benefits

• Unlimited PTO: At Tinuiti, we believe in the importance of time for rest, rejuvenation, and enjoying life away from work. By prioritizing personal time, you're able to bring your best self to work. That's why we offer unlimited paid time off, a fully remote environment, and the flexibility to take the time you need, whenever you need it.

• 20 paid holidays, including multiple long weekends, to ensure you have designated time to step away and disconnect.

• We take pride in providing an above-industry standard work-life balance, consistently rated as one of the most valued benefits by Tinuitians year after year.

• Healthcare: Medical, Dental, Vision, Life & Disability, and Flexible Spending Accounts.

• Retirement: 100% match on your contributions up to 4%.

• Perks and Wellness: Access to Fringe, Forma, Unlimited Telemedicine and Teletherapy at no cost, and Thankful giving.

• Parental Leave: Birthing parents receive 16 weeks of leave at 100% pay (partners receive 12 weeks) following the birth or adoption of a child.

• Learning and Development: On-demand learning opportunities, a mentorship program, and resources for leadership and management development.