Program Account Manager

ePromos Promotional Products, LLC, has been a leading industry distributor in the promotional space for over 20 years!  Our award-winning website combined with our sales strategy, service capabilities and enterprise level solutions consistently set us apart. As a remote-first company, ePromos embraces flexibility, collaboration, and continuous improvement. Our team is composed of passionate professionals who thrive in a fast-paced, performance-driven culture where ideas are valued and innovation is encouraged.  Our values are strong with a deep-rooted emphasis on giving back as part of our ePromos Cares mission. At ePromos, we don’t just sell products—we help build brands. Join us and be part of a company that’s redefining the promotional marketing space through strategic thinking, bold creativity, and a people-first approach.This is an evergreen position. We are continuously interested in connecting with qualified candidates and may keep applications on file for future opportunities that align with this role. While an immediate opening may not be available, applicants may be contacted as business needs evolve.BASIC FUNCTION SUMMARY:The Program Account Manager (PAM) is responsible for developing and managing the online store component of assigned Client program(s) while meeting and exceeding assigned sales, profitability, and account satisfaction goals. In close partnership with Sales, the PAM will develop and execute the overall online store sales strategy of assigned accounts and identify new key stakeholders, whether store-related or not. The PAM will also work closely with the Operations Team to help drive operational efficiencies of the stores assigned.ESSENTIAL FUNCTIONS: Duties, Skills, Responsibilities, and Expectations:Client Relationship Management

• Partner with assigned Enterprise Business Manager (EBM) and Account Manager (AM) to develop and execute strategic business plans aligned with company objectives.
• Ensure adherence to all departmental SOPs and SLAs.
• Identify, establish, and execute process improvements to optimize the Client store experience.
• Review and implement all new and existing documented SLAs and SOPs.
• Ensure proper finance and operational account setup.
• Align all program activities with implementation checklists and proactively recommend improvements to meet and exceed Client expectations.
• Collaborate closely with internal departments including: Art Team, eCommerce, Merchandising, Vendor Relations, Sales Support, Quality Control

Online Store / Platform Management 

• Ensure Client brand compliance across both the online store platform and all associated merchandise.
• Supervise the user experience of the online company store, including: Site navigation, Content development, Sales funnels, Promotional campaigns
• Serve as the primary Client and Sales point of contact for all online store-related matters.
• Identify opportunities to improve the user experience and recommend corrective actions to drive positive outcomes.
• Ensure the store FAQ accurately reflects Client-specific requirements and is continuously maintained to support customer satisfaction and ease of use.
• Develop and maintain marketing calendars when not provided by the Client to promote store engagement and drive sales growth.

Operational Process Management

• Collaborate with Program Specialists (PS) to implement, develop, and manage online company store initiatives.
• Effectively communicate with and delegate operational responsibilities to Program Specialists, including: Inventory management, Quotations, Presentations, SOP administration, Operational processes
• Partner with Account Coordinators to ensure a best-in-class Client experience and maintain store FAQs to meet evolving service requirements.
• Work closely with the Quality Control (QC) team to monitor and enhance client satisfaction.
• Ensure operational processes consistently meet warehouse, fulfillment, and company performance expectations.

Merchandising & Product Management

• Create initial product assortments and provide recommendations for additions and removals within Master Product Data programs.
• Partner with the Merchandising Team to source, create, and update products using company sourcing protocols.
• Prioritize CORE Collection products whenever appropriate.
• Proactively recommend product enhancements and assortment improvements.
• Serve as a key intermediary between Merchandising and the Client to ensure product offerings align with Client objectives.

Inventory Management

• Maintain tight inventory controls within company guidelines.
• Provide timely closeout recommendations when appropriate.
• Utilize only company-approved warehouse facilities.
• Ensure Client approval is obtained prior to all new and reorder inventory purchases, regardless of ownership.
• Obtain management approval for inventory purchases in accordance with inventory SOPs.
• Ensure inventory levels meet or exceed company minimum turn requirements.
• Review and act upon inventory reorder reports at least weekly and more frequently during seasonal or peak demand periods.
• Follow all inventory management SOPs and SLAs.
• Ensure all receiving procedures and inventory protocols are properly followed.
• Manage inventory before, during, and after Client onsite events and sales activities.

Reporting & Analytics

• Prepare and execute both standard company reporting and all Client-specific reporting requirements.
• Lead cross-functional teams in preparing: Weekly and monthly and quarterly reporting, sales reporting, Inventory reporting, Client custom reporting, Google Analytics reporting
• Monitor and report on program performance metrics.
• Capture and analyze customer satisfaction survey data.
• Provide recommendations and insights based on reporting results to improve overall program performance.

Communication & Collaboration

• Ensure all customer communications are documented within company CRM systems.
• Collaborate with leadership and Sales stakeholders to identify opportunities for improving customer satisfaction and overall program effectiveness.
• Serve as the primary facilitator for Client business review meetings.
• Communicate effectively across all departments to ensure seamless execution of Client initiatives.
• Attend and manage onsite product support for Client events, meetings, pop-up stores, and related engagements as required.

Other Responsibilities

• Adhere to company core values and professional standards.
• Maintain the highest level of confidentiality and professional conduct.
• Perform other duties as assigned.

MINIMUM REQUIREMENTS:

• Associates and/or bachelor’s degree in business, or equivalent experience
• Minimum five years of progressive online store account management experience required in the branded and promotional merchandise sector 
• Proven work experience in an online store/corporate programs, branded merchandise support role, or similar role
• Demonstrated ability to lead client sales growth and drive results  
• Working knowledge of online store platforms and features
• Strong operational and project management skillset
• Excellent verbal and written communication skills, with the ability to articulate complex ideas and influence Client stakeholders as required.
• Always maintain the highest level of confidentiality and professional conduct
• Establishing and carrying out organizational or departmental procedures, goals, and policies
• High acumen for problem solving and proactively identifying areas to improve customer satisfaction
• Strong writing and editing skills with attention to detail
• Excellent customer service skills
• Organizational and time management skills
• Superior verbal and written communication skills
• Independent self-starter with the ability to prioritize and work within established guidelines while maintaining confidentiality
• Excellent written and oral communication skills
• Ability to work independently or as part of a team as required by the task or project
• Ability to organize and manage multiple competing projects
• Strong PC skills and MS Office skills

• Position is fully remote to the US only
• Ability to accommodate multiple time zones with primary ET (EST/EDT)
• Dedicated workspace and high-speed internet
• Frequent video conference/email/chat

PHYSICAL DEMANDS:

• Maintaining a stationary position for up to 50% of the workday
• Consistently operate a computer and other productivity equipment, including keyboard, webcam, and document scanner
• Clarity of vision of 30” or less
• Ability to perceive sound in the capacity of oral communication
• Exertion of up to 10 lbs. of force as related to lifting or moving of objects

We do not accept resume submissions from third party recruiters.

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