Senior Manager, Commerce Operations; Amazon

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VML, part of WPP, is a leading creative company that combines brand experience, customer experience, and commerce, creating connected brands to drive growth. VML is celebrated for its innovative and human first, award-winning work for blue chip client partners including AstraZeneca, Colgate-Palmolive, Dell, Ford, Microsoft, Nestlé, The Coca-Cola Company, and Wendy's. The agency is recognized by the Forrester Wave™ Reports, as a Leader among Marketing Creative and Content Service Providers, Commerce Services, Global Digital Experience Services, Global Marketing Services and, most recently, Marketing Measurement & Optimization.

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We are seeking a highly tactical, detail-oriented Senior Manager, Commerce (Amazon Operations) to join our retail execution team. This is a  hands-on-keys  position dedicated to the day-to-day operational health of our CPG clients on Amazon.

You will serve as the operational backbone for our clients' eCommerce and Sales teams. Your primary mission is to ensure their Amazon catalog is flawless, their products stay in stock, and any platform glitches are resolved swiftly. You will live and breathe inside Amazon Vendor Central and Seller Central, executing content changes, wrestling with flat files, and managing support tickets to drive immediate retail success.

• Case Management: act as the primary point of contact for submitting, managing, and relentlessly following up on Amazon support tickets via Seller Support, Vendor Support, and Brand Registry.
• Error Resolution: troubleshoot and resolve complex catalog errors (e.g., Error 5665, Error 8541, stranded inventory, merged ASIN issues, and brand hijackings).
• Compliance: monitor Account Health dashboards and resolve listing suppress ions,  Search Suppressed  statuses, and ANDON cords immediately.

• Flat File Mastery: create, manage, and upload bulk inventory files (flat files/NIS templates) to execute catalog-wide updates, establish parent-child variation families, and map backend attributes.
• Content Execution: execute day-to-day content updates. Coordinate the upload and configuration of visual assets, including new product images, videos, and A+ Content updates.
• A/B Testing Execution: set up, monitor, and report on A/B tests for product titles, main images, and A+ content to continuously optimize for conversion rate (CVR).

• In-Stock Management: monitor basic retail metrics (Out-of-Stock rates, Lost Buy Box) and work with client supply chain teams to flag PO (Purchase Order) issues or shipment discrepancies.
• Dispute Management: assist in identifying and disputing operational chargebacks and shortage claims to protect client profitability.

• Walk-the-Store Audits: conduct routine digital shelf diagnostics. Provide clients with tactical, visual reports on real-time PDP accuracy, competitor positioning, share of search and out-of-stock visibility.
• Sales Enablement: support the client's internal eCommerce/Sales managers by providing weekly operational status reports, pending ticket updates, and catalog health readouts.
• Cross-Functional Collaboration:
  
  partner with our internal Media and Strategy teams to ensure ASINs are retail-ready before major advertising campaigns launch.

• 2-4 years of…