Senior Specialist, Customer Experience, Amazon - Marketplace Partnership

At Front Row, we partner with leading brands to accelerate their ecommerce growth. We leverage our capabilities and proprietary technology to design, market, distribute and accelerate brands on a global scale. We’re continually cultivating functional areas of expertise and retaining the highest caliber of talent — while sharing knowledge and data, creating efficiencies, and looking at every aspect of our client’s business from a 360 perspective. We work effectively to give every client the hands-on support, niche knowledge, and first-access they need to win in the world’s most competitive commerce markets and make each of our six capabilities the first to act on the next big things.

We live for the exchange of energy between brands and audiences, you should too, and we’ve made it our mission to expand every brand’s market share and heart share. Because we believe every transaction has the potential to be transformational.

We leverage data-driven insights from Catapult, our proprietary technology, and our deep understanding of marketplaces like Amazon, Walmart.com, TikTok Shop, to craft strategies unique to each brand we work with while protecting their pricing and channel strategies at every lifecycle stage and in any global market.

Role Overview:

The Senior Specialist, Customer Experience (CX) will manage the day-to-day health of our ecommerce channels, primarily Amazon, and be the operational backbone of a portfolio of brands across the health, wellness, beauty and CPG categories. This individual will work closely with cross-functional members of internal teams such as Brand Strategy, Creative, SEO and Logistics as well as external brand partners and our Amazon contacts to ensure we maintain the optimal customer experience. From ensuring the detail pages reflect the work that our teams have delivered to troubleshooting suppressions and putting together appeals, you will have ownership of the brands under your belt and be able to utilize your experience to keep our listings up and running.

Reporting to the Manager, Customer Experience, this person should be organized, meticulous, and have a strong ability to project manage and navigate multiple client priorities. The individual should be well-versed in the Amazon space, have knowledge of the breadth of issue types that may come up in Seller Central, the ways to resolve them, and an understanding of compliance requirements across the health & beauty categories.

Key Responsibilities

Set up new brands and products in our internal system, and maintain accurate product details in our catalog

Create and manage feeds for SKU/ASIN creation as well as catalog updates on Amazon for images, copy and backend attributes

Monitor Account Health, performance notifications, policy violations, stranded inventory, restricted ASINs, etc across marketplaces

Address inventory and/or compliance issues promptly, taking escalation measures where necessary

Manage cases/tickets through regular follow-ups, relaying status updates to appropriate teams and tracking in our project management system

Conduct audits on our listings to ensure they match whatwe pushed live and address any new issues that arise

Identify opportunities for streamlining processes to enhance team efficiency and lead improvement projects

Remain up to date on new Amazon listing compliance requirements and provide strategic recommendations to maintain healthy listings

Oversee the brand registry application process and manage trademarks across new and current brands

Collaborate across teams on any changes or requests needed to ensure timely communication and resolution of issues

Qualifications:

3+ years working hands-on in Amazon Seller Central managing catalogs, account health & cases

1+ years working in an agency/multi-brand or high SKU count environment preferred

1P/Vendor Central and international marketplace experience a plus

Deep fluency with flat files, listing feeds, Amazon catalog tools, best practices and compliance

Detail-oriented, self-motivated with strong analytical, research, and problem-solving skills

Advanced Google Sheets knowledge

SQL experience with data querying and reporting preferred

Relevant experience and degree in operations or related field preferred

Basic HTML, and/or Photoshop knowledge preferred

Walmart, TikTok Shop or other e-commerce channel experience a plus

OMS/ERP systems (NetSuite) system and/or Asana experience a plus

Background in health, wellness, beauty, or supplement space is beneficial

Benefits:

Health, dental and vision insurance

PTO

Summer Fridays

401K matching

Educational stipend

Wellness and commuter benefits

Salary: $80,000 – $90,000 + bonus