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Description

Do you thrive on guiding, motivating, developing, and managing teams to make long-term strategic impacts on customers and businesses?

As a Manager, Customer Success with Fashion & Fitness-Amazon Vendor Services (F2-AVS), you will lead a team of Customer Success Managers responsible for influencing growth across the businesses of Amazon’s top vendor partners while improving end-customer experience. You will guide your team in their work with vendors using data, processes, mechanisms, and interpersonal skills. You will help Customer Success Managers identify and execute new selection, merchandising, and operational improvements. You will own your team’s business growth, employee lifecycle, and team culture.

The Fashion & Fitness-Amazon Vendor Services (F2 AVS) Team works with Vendors who sell products in Apparel, Shoes, Luggage, Sunglasses, Jewelry, Watches, Sports , and Outdoors categories.

Our goals include providing the best vendor experience, a rewarding Customer Success Manager experience, and ultimately to enhance the experience of our end customers. Your team will innovate, continuously improve, learn, and grow for the benefit of both vendors and Amazon’s millions of customers.

Key job responsibilities

Lead a team of Customer Success Managers.

Lead employee lifecycle, including interviewing, onboarding, training, performance management, and career development.

Set and manage end-to-end goals for your team in alignment with organizational goals.

Cultivate a team culture that optimizes for employee satisfaction while achieving goals.

Meet with vendors to understand concerns, double down on wins, and provide strategic oversight.

Partner with Customer Success Managers & internal stakeholders to develop joint vendor business plans.

Identify, action, and/or advise on how to improve business metrics that drive growth and improve customer experience.

Forecast and drive growth for Vendor enrollments.

Support CSM to ensure timely, accurate, and professional operational support to vendors.

Identify, solve, and scale process improvements across the team and organization.

Act as a point of escalation for issues, questions, and concerns.

Monitor & analyze vendor feedback to improve vendor experience.

Act as a thought leader to define success criteria and business needs of vendors .

Contribute to and lead creation of strategic plans and documents for the organization.

Contribute to operational planning to drive scalable solutions across the organization.

Partner with internal stakeholders, such as vendor management, merchant technology, and global account management teams, aligning programs and initiatives to drive growth.

Basic Qualifications

Bachelor’s Degree, 6+ years of relevant professional experience

Experience developing and managing a high-performing team

Experience managing teams to achieve goals and drive employee engagement

Relationship management experience

Negotiation experience

Experience developing and implementing strategies

Experience influencing stakeholders

Proficient in Excel

Strong time management, prioritization, and problem-solving skills

Strong written and verbal communication skills

Experience rapidly adapting to change and dealing with ambiguity

Preferred Qualifications

MBA, 10+ years of experience in account management, sales, marketing, buying, customer service, or consulting

10+ years in related industries, such as retail, hospitality, technology, consumer electronics, home goods, recreational goods, scientific products, industrial products, or telecom

Experience managing dynamic account portfolios

Experience with analytical & productivity tools including or similar to: Tableau, Salesforce, Microsoft OneNote, SharePoint, and Oracle Business Intelligence

E-commerce experience

Data analysis experience

Proven ability to learn tools and processes then effectively use them to provide service

Manage multiple projects and priorities in a fast-pace, deadline-focused environment

Proven track-record of taking ownership and driving results

Strong attention to detail

Comfortable working in a diverse group and contributing to an inclusive culture

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $109,300/year in our lowest geographic market up to $233,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.