Client Service Director, Amazon Marketplace; REMOTE

Position: Client Service Director, Amazon Marketplace (REMOTE) Client Service Director (Amazon Marketplace) is a player–coach role designed for a leader with deep expertise in the Amazon ecosystem. This role serves as the lead Amazon strategist for Enterprise-level accounts while also acting as the people manager for our 360 Account Managers across additional client portfolios. As the senior strategic lead, you will own Amazon marketplace strategy for key Enterprise accounts – developing full‑funnel approaches across Sponsored Ads, Amazon DSP, retail operations, and audience strategy. You will translate business objectives, retail dynamics, and performance insights into integrated, data‑backed marketplace strategies that drive measurable growth, including investment planning, forecasting, analytics, and optimization. In your management capacity, you will lead, coach, and elevate the 360 Account Management team – providing structure, strategic guidance, and quality oversight across their client work. You will also build direct relationships with their clients, acting as a trusted senior partner and engaging as needed to support escalations, unlock opportunities, or reinforce strategic direction. Additionally, you will help advance the agency practice, processes, and operating model as the team expands. Success in this role requires deep expertise in Amazon advertising, audience and media strategy, and marketplace mechanics paired with strong analytical and leadership skills. You will balance hands‑on strategic ownership of Enterprise accounts with proactive leadership of your account team, ensuring excellence across all clients and sustained growth for the business.

Key Responsibilities

Client Leadership & Strategic Ownership

• Serve as the senior point of contact for Enterprise-level accounts, building trusted, strategic relationships with senior stakeholders.
• Develop holistic, full‑funnel Amazon strategies – including retail, Sponsored Ads, DSP, and audience strategy – grounded in data, commerce signals, and competitive insights.
• Lead major client presentations, strategic reviews, and cross‑functional discussions, ensuring clear, concise communication of insights and recommendations.
• Deepen relationships within client organizations by facilitating senior‑level engagements and 1:1s, maintaining recurring strategic touchpoints, and proactively mitigating risks.
• Identify and drive growth opportunities within existing accounts, including cross‑selling and expanding utilization of agency capabilities.

Team Leadership & Management

• Manage and mentor the 360 Account Management team, coaching them on strategic thinking, Amazon best practices, analytical fluency, and proactive client service.
• Build relationships with their clients, serving as a senior partner, supporting as needed on escalations, unlocking opportunities, or reinforcing strategic direction.
• Provide structured quality control and oversight for all deliverables, ensuring consistency, accuracy, and strategic alignment.
• Help shape team processes, workflows, standards, and capability development as the department scales.

Strategic Planning, Analytics & Forecasting

• Apply strong analytical rigor to evaluate retail performance, media efficiency, consumer behavior, and competitive dynamics – translating insights into actionable plans.
• Demonstrate expertise in forecasting, scenario planning, budget modeling, SKU prioritization, and media mix strategy specific to the Amazon ecosystem.
• Define and oversee Amazon‑specific scopes, timelines, and deliverables, ensuring initiatives align with client objectives, retail‑readiness requirements, and internal capabilities.

Cross‑Functional Partnership & Agency Stewardship

• Represent the voice of the client internally, advocating their needs, goals, and quality expectations.
• Represent the agency's interests externally, ensuring scope discipline, proper resourcing, budget stewardship, and account‑level profitability.
• Collaborate with sales and new business teams on pitches, Amazon audits, onboarding, renewals, and organic growth opportunities.
• Coordinate with internal specialists (media, retail, analytics, creative, etc.) to deliver integrated, high‑caliber Amazon solutions.

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