ECommerce Account Manager

Ace Hardware•Oak Brook, IL

18h

About The Position

The ECommerce Account Manager develops profitable sales growth with key e-commerce accounts by creating and implementing customer strategies that identify opportunities and provide solutions aligned with Emery Jensen’s objectives. The role builds and manages relationships with key customer executives and personnel and serves as a liaison between customers and internal teams, including merchandising, inventory, finance, logistics, customer service, business development, and B2B. The Account Manager supports customers through account setup and transition, adapts to changes in the e-commerce marketplace, coordinates opportunities and solutions across internal functions, and tracks, communicates, forecasts, and plans sales results with customers and internally. The role also assists with prospecting and onboarding and partners with the Ecommerce Director to develop solutions for wholesalers and their retail customers.

Requirements

BA/BS degree or equivalent and/or 3 years of successful account management experience.
Proficiency in Salesforce for managing customer interactions.
Ability to communicate, present, and influence credibly and effectively at all organizational levels, including executive level.
Leadership skills and a proven track record of leading and influencing employees who do not directly report to the role.
Strategic thinking, including the ability to develop a plan and ensure its implementation.
Self-starter with demonstrated ownership of an account and a record of delivering focused solutions based on customer needs.
Ability to provide, interpret, and analyze customer success matrices to identify opportunities or issues and develop credible solutions.
Ability to manage multiple projects while paying strict attention to detail.
Excellent listening and negotiation skills.
Excellent verbal and written communication skills.
High proficiency in Microsoft PowerPoint, Excel, and Word.

Nice To Haves

Comprehensive understanding of e-commerce sales channels, systems, and third-party marketplaces.

Responsibilities

Deliver annual sales and profit objectives.
Assess customer readiness and suitability for transition, and guide customers through account setup with instructions, troubleshooting, and support addressing challenges.
Adapt quickly to changes in customer strategy and the evolving e-commerce marketplace.
Develop and manage strong relationships with key customer contacts.
Coordinate customer opportunities and solutions with internal groups, including Inventory, Merchandising, Operations and Logistics, Finance, Business Development, IT, B2B, and Customer Service.
Respond to customer inquiries, opportunities, or demands within 24 hours at the latest.
Represent EJD in accordance with its objectives and initiatives.
Assist the Business Development Manager with prospecting, qualifying leads, presenting proposals, and onboarding.
Partner with the Ecommerce Director to understand customer needs and develop solutions for wholesalers and their retail customers.
Track, communicate, forecast, and plan sales results internally and with customers, and proactively identify trends, opportunities, and issues.

Benefits

401(k) retirement savings plan with a fully vested matching contribution in the first year and an annual discretionary contribution, subject to eligibility requirements.
Incentive opportunities based on role and grade level.
Medical, dental, vision, disability, and life insurance coverage for employees and dependents.
21 days of vacation immediately available, prorated in the first year, and up to 6 paid holidays depending on hire month.
Company car, phone, and fuel card for field-based positions.
Annual Cares Week and 20 hours of paid time off per year to volunteer.
On-site classes, facilitator-led courses, and tuition assistance.
Campus events, including Employee Appreciation Week, vendor demos, cookouts, and merchandise sales.
On-site or mobile services including spas, auto maintenance, car wash and detailing, dry cleaning, dentists, eye doctors, and flu shots.
Employee discounts on Ace merchandise, travel, fitness, computers, and other items.
Paid birth/adoption bonding time off.
Adoption cost reimbursement.
Employee Assistance Program, including access to therapists and lawyers and assistance with financial matters, elder and childcare, and entertainment tickets.
Identity theft protection.