Senior Amazon Director

Client Satisfaction And Retention Role

This role focuses on client satisfaction and retention to build loyalty, while overseeing operations. This position serves as a key operations role and represents the organization publicly.

Roles & Responsibilities

• Ensure ClickUp profiles are consistently updated correctly.
• Oversee a seamless onboarding process for new clients.
• Manage a streamlined client offboarding process, ensuring proper documentation and centralization.
• Ensure team members complete training videos as they are released.
• Responsible for executing Amazon audits.
• Manage the operation of the Amazon support desk.
• Ensure Amazon teams monitor and understand their churn metrics monthly.
• Establish clear and effective communication between account managers and clients.

KPIs

• 90% of Amazon clients meet 100% of their ad spend budget.
• Maintain a churn rate below 7.5% per month for the Amazon department.
• 90% of audits are completed and followed up on within five business days.
• 30% of active clients leave a review on Google.
• 30% of clients are billed for performance bonuses.
• 95% of clients successfully launch within seven business days of starting, including:
• Onboarding calls with clients.
• Strategy sessions.
• Internal team onboarding calls.
• Task assignments.
• Produce one case study every quarter.
• Ensure less than 20% of client offboarding includes negative feedback.
• Maintain a 150% margin per team member.

Daily Responsibilities

• Cultivate and sustain long-term client relationships.
• Oversee client progress at key intervals (30, 60, and 90 days).
• Support milestone achievements and brand management initiatives.
• Identify and resolve ongoing client challenges, ensuring satisfaction.
• Lead retention efforts by providing tailored proposals, negotiating contracts, and recommending upgrades or upsells.
• Monitor quarterly survey responses to ensure client satisfaction.
• Propose strategic enhancements to improve client performance.
• Ensure client needs are met and contractual tasks are completed on time.
• Gain in-depth knowledge of clients' businesses, competitors, and marketing goals to solve business challenges.
• Regularly track and report client progress to confirm goals are met.
• Conduct account and onboarding audits based on the Account Audit Checklist.
• Participate in bi-weekly board reviews to:
• Monitor design team workload and current projects.
• Confirm sufficient client work across core areas (SEO, troubleshooting, design, images, copy, catalog, etc.).
• Ensure timely task completion and consistent progress.
• Track milestone progress with the brand manager.
• Coordinate with the brand manager for issue resolution, leaving tasks on their client board as needed.