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DESCRIPTION

Account Manager – Google Store Retail

Reports To: Sr. Account Manager

Role Overview

The Account Manager (AM) for the Google Store Program is a high-impact, client-facing partner dedicated to the operational success and strategic growth of Google’s first-party (1P) retail presence. This role is the "connective tissue" between Google’s brand vision and the agency’s field execution.

You will be responsible for managing the client relationship, maintaining the operational "Source of Truth" through SOPs, and ensuring our field teams are informed, engaged, and delivering a premium, "Google-y" experience.

RESPONSIBILITIES

1. Client Partnership & Strategic Consultation

+ Act as a trusted advisor to Google Store leads, translating 1P retail objectives into actionable agency workstreams.

+ Participate in Quarterly Business Reviews (QBRs) and weekly syncs to provide data-driven insights on program performance and store health.

+ Anticipate Google’s needs by staying ahead of product launch cycles (Pixel, Nest, Fitbit) and seasonal retail moments.

2. Retail Communications & Content Strategy

+ **Information Architecture:** Own the communication pipeline to the field, distilling complex product launches and promo updates into clear, concise, and timely bulletins.

+ **Brand Voice:** Ensure all internal and field-facing communications align with the Google Store’s premium, "Helpful" brand ethos.

+ **Feedback Loop:** Manage channels for field teams to report real-time insights back to Google stakeholders.

3. SOP Governance & Operational Excellence

+ **Resource Maintenance:** Build and manage a centralized library of **Standard Operating Procedures (SOPs)** , ensuring they are updated for every new hardware iteration or software feature.

+ **Program Compliance:** Oversee the execution of merchandising standards, ensuring demo units are functional and the physical environment meets 1P premium standards.

+ **Process Optimization:** Regularly audit operational workflows to identify friction points and propose "smarter" ways of working.

4. Employee Engagement & Culture

+ **Brand Ambassadorship:** Develop initiatives that foster a sense of belonging and pride among field teams, aligning them with Mosaic and Google’s core values.

+ **Recognition & Retention:** Design and execute engagement programs that reward operational excellence and high-quality customer interactions.

+ **Knowledge Empowerment:** Work with training teams to ensure field staff feel confident and equipped to represent the Google ecosystem.

5. Program Analytics & Reporting

+ Analyze 1P-specific KPIs: NPS, demo engagement, SOP compliance, and employee sentiment.

+ Distill complex field data into executive-level summaries that highlight wins and identify areas for optimization.

QUALIFICATIONS

+ **Experience:** 4–6 years in Account Management, Retail Operations, or Program Management (preferably within tech or premium retail).

+ **Education:** **Bachelor’s degree**

+ **1P Mentality:** Proven experience managing environments where brand guardianship and customer experience are the primary metrics of success.

+ **Exceptional Communication:** A skilled writer and presenter who can translate technical jargon into "retail-ready" instructions.

+ **Operational Rigor:** Highly organized with a passion for documentation, version control, and process improvement.

+ **Tech Savvy:** A "power user" of the Google ecosystem (Android, Nest, Workspace).

+ **Agility:** Ability to thrive in a fast-paced environment where product specs and retail priorities can shift rapidly.

ABOUT US

Mosaic is a part of Acosta Group – a collective of the industry’s most trusted retail, marketing and foodservice agencies reimagining the way people connect with brands at every point in their shopping journey.

As a leading North American integrated marketing agency, Mosaic specializes in everything from experiential marketing, commerce + retail media and field marketing, to design and production. With a 35+ year history, Mosaic has office hubs in Chicago, Dallas, and Toronto and full reach across North America.

We focus on creating brand experiences that connect brands with consumers in creative and relevant ways. Mosaic’s ultimate mission is to propel our client’s business, culture, and communities forward to make the human experience better. We are diverse, yet like-minded individuals, and we believe in taking risks and creating shared experiences, not just for our clients, but for each other. Every associate is given the keys to charter new ground as they collectively live in the moment of building memorable experiences together.

Acosta Group is an equal opportunity employer and will ensure that applicants with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed, please contact [email protected]. Be sure to include "Applicant Accommodation" in the subject of your email to expedite the request.

Acosta Group believes in good faith that the minimum and maximum annual salary or hourly compensation range for this opportunity is accurate and reasonable at the time of posting.

The Acosta Group utilizes E-Verify for validating the ability to work in the United States for all job candidates. If you want more information on what this entails and your rights as a job applicant, please use the link provided to access information on our use of E-Verify and your right to work. Employer Resources (e-verify.gov)

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Acosta, and its subsidiaries, is an Equal Opportunity Employer

**Job Category:** Wholesale

**Position Type:** Full time

**Business Unit:** Corporate

**Salary Range:** $65,000.00 - $78,000.00

**Company:** Mosaic Sales Solutions US Operating Co, LLC

**Req ID:** 19753

**Employer Description:** MOSAIC\_EMP\_DESC