The posting
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
