Program Account Manager

Role Overview

• 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.
• 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
• 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.
• Develop and maintain marketing calendars when not provided by the Client to promote store engagement and drive sales growth.

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

Benefits

• Competitive Compensation Package
• Medical, Dental, Vision, Life and Ancillary product options
• HSA and FSA
• Traditional and Roth 401(k) with employer matching contributions
• Paid Time Off with Holidays
• An engaging work life with life balance
• Growth opportunities
• 100% remote workforce