E-Commerce Account Manager (HYBRID

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Full Time Annapolis Junction, MD, US

Salary Range: $55,000.00 To $65,000.00 Annually

E-Commerce Account Manager

Job Description

Job Title

E-Commerce Account Manager

Department

E-Commerce Department

Reports to

Director, Company Stores and Information Systems

FLSA Status

Full-Time, Salary Exempt

Schedule

Location

Hybrid

9040 Junction Dr Annapolis Junction, MD 20701

Job Summary

The E-Commerce Account Manager is responsible for nurturing and growing relationships with our Standard and Growth E-Commerce accounts, driving revenue growth and ensuring a seamless experience for our customers and their end users. The E-Commerce Account Manager manages portal activity, participates in store builds, and reviews monthly reports. You will use your excellent communication, time-management, and project management skills to collaborate with cross-functional teams to optimize product listings, marketing strategies, and customer engagement while delivering exceptional customer service and ensuring customer satisfaction.

Essential Functions and Responsibilities

• Serve as Project Manager on Standard and Growth Accounts (may include Enterprise-level accounts as well) client store builds, working with the Director of Company Stores and E-Commerce team members to plan and deliver exceptional products and service.
• Act as the lead in new store builds, working with clients to obtain product details, user profiles, and other needed information.
• Serve as Project Manager for E-Commerce account customers’ offline order requests, supporting cross-selling initiatives and ensuring customer satisfaction with the customer’s overall Ironmark experience.
• Receive Sales Team and customer inquiries and requests, obtain and assemble information and specifications.
• Manage event fulfillment stores, working with the Warehouse team to ensure that shipments are on schedule and that inventory is received in a timely manner.
• In accordance with established departmental processes and workflows, accurately use Project Management Software, ERP Software, Web-to-Print Platforms, and other software used by the department to efficiently build stores, resolve customer requests, and collaborate with cross-functional teams.
• Maintain all store spreadsheets, ensuring up-to-date entry of data that will feed analysis and the creation of reports.
• Document standard operating procedures (SOPs) and user guides for each client to provide internal teams with needed client information and to assist with continuous improvement.
• Develop and analyze quarterly reports pertaining to users, products, inventory, activity, and more to evaluate performance and identify needs.
• Conduct regular client meetings, developing the meeting itinerary as well as following up on tasks and action items that are developed during the meetings.
• Track schedule and progress of projects, providing updates to sales, clients, internal team members, and management, ensuring that agreed-upon milestones, schedules, and deadlines are met.
• Troubleshoot issues that may arise during the e-commerce project lifecycle, proposing and implementing solutions to keep projects on track.
• Stay up-to-date with industry trends and emerging technologies in e-commerce.

Essential knowledge, Skills, and Abilities

• Excellent communication and customer service skills.
• Exceptional project management, time-management, and organizational skills.
• Team-oriented mindset and approach
• Must thrive under tight deadlines and effectively manage multiple projects simultaneously.
• Customer-centric
• Detail-oriented
• Proficient in ERP software (Pace), Project management software (Wrike), and Web-to-Print software (PageDNA, Marcom, Shopify) used to input and track sales orders.
  • If not currently proficient, comfort with technology and ability to quickly become proficient in organizational software used to input and track orders.
• Proficient in the operation of Windows computer systems and Microsoft Suite.
• Familiarity with graphic design concepts, layouts, and visual aesthetics.

Education and Experience

• High School Diploma (or equivalent)
• Minimum Industry
  
  Experience:
  • Three (3) years of experience in a production environment.
  • Previous sales, print, or customer relations position within the graphic industry or related field.

Physical Requirements

• The ability to move within the office environment, including walking, standing, and sitting for extended periods.
• Sufficient visual acuity to read written documents, view computer screens, and identify product details.
• Ability to communicate effectively and clearly with team members and clients, both in person and via phone or video calls.
• Ability to lift and carry items and printed material, which may weigh up to 30 pounds.
• Willingness to occasionally travel to attend client or vendor meetings, industry events, and other business- related activities as required.

EEO Statement

Ironmark is an equal opportunity…