ECommerce Account Manager

ACE Hardware•Oak Brook, IL

3d•$80,000 - $90,000

About The Position

The ECommerce Account Manager is responsible for developing profitable sales growth with key e-commerce accounts. The role develops and implements customer strategies that identify opportunities and provide solutions aligned with Emery Jensen objectives. The Account Manager builds and manages relationships with key customer executives and personnel and serves as the liaison between customers and internal functions, including merchandising, inventory, finance, logistics, customer service, business development, and B2B. The role delivers sales and profit objectives, helps customers assess readiness for transition and complete account setup, responds to customer inquiries and opportunities, and adapts to changes in the e-commerce marketplace. The Account Manager coordinates customer needs and solutions internally, supports prospecting and onboarding, and tracks, communicates, forecasts, and plans sales results. The position also partners with the Ecommerce Director to understand customer needs and develop solutions for wholesalers and their retail customers. Emery Jensen describes its culture as guided by W.E.L.I.G.H.T: Winning, Excellence, Love, Integrity, Gratitude, Humility, and Teamwork. The company supports independent retailers and offers employee development, coaching, campus events, and a range of employee benefits.

Requirements

BA/BS degree or equivalent and/or three 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.
Superior leadership skills and a proven record of leading and influencing employees who do not directly report to the role.
Strong strategic thinking, including developing plans and ensuring 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 customers’ readiness and suitability for transition and guide them through account setup with instructions, troubleshooting, and support addressing challenges.
Adapt quickly to changes in customer strategy in the evolving e-commerce marketplace.
Develop and manage relationships with key customer contacts.
Manage customer opportunities and solutions with internal functional 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 key objectives and initiatives.
Assist the Business Development Manager with lead qualification, proposal presentations, and onboarding.
Partner with the Ecommerce Director to understand each customer’s needs and develop solutions for wholesalers and their retail customers.
Track, communicate, forecast, and plan sales results internally and with customers, while proactively identifying trends, opportunities, and issues.

Benefits

401(k) retirement savings plan with a fully vested matching contribution in the first year and annual discretionary contributions, 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 six paid holidays depending on the month of hire.
Company car, phone, and fuel card for field-based positions.
Annual Cares Week and 20 hours off work 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 such as auto maintenance, car wash and detailing, dry cleaning, dentists, eye doctors, flu shots, and other services.
Employee discounts on Ace merchandise, travel, fitness, computers, and other products and services.
Paid birth/adoption bonding time off.
Adoption cost reimbursement.
Employee Assistance Program with access to therapists and lawyers, financial guidance, elder and childcare assistance, and entertainment ticket assistance.
Identity theft protection.