Strategic Customer Lead

EDUCATORS RESOURCE INC•Mobile, AL

2h•Onsite

About The Position

Educators Resource is seeking a Strategic Customer Lead - E-Commerce - to own and grow a designated group of strategic digital customers. This role is accountable for driving revenue growth, profitability, and long-term customer success by maximizing share of digital shelf, expanding assortment, improving conversion, and ensuring operational excellence across e-commerce platforms.

Requirements

5+ years of experience managing key e-commerce businesses.
Proficiency using Excel and similar tools for reporting and analytics.
Understanding of digital merchandising, optimized content creation, pricing strategy, and promotional mechanics.
Excellent communication, organization, and project management skills.
Collaborative mindset — able to coordinate across sales, operations, and marketing.
Prolonged use of a computer, including typing and viewing a screen for extended periods.
The ability to communicate effectively in person and over the phone with coworkers, vendors, and customers.
Must be able to remain seated for extended durations.

Nice To Haves

Bachelor’s Degree in a relevant field is ideal.
Experience with dropship or multi-channel distribution preferred.

Responsibilities

Maintain relationships with key customer merchants and vendor support teams.
Own the mutually agreed upon strategy, tactics, and report card for designated key customers.
Lead monthly touch base meeting with customer merchants and ER team to review sales performance and progress on key strategy tactics.
Interact with customer points of contact to resolve any compliance issues related to platform policies, listing standards, and fulfillment requirements. Stay current with each customer’s policy updates and ensure all listings comply with brand, safety, and regulatory standards.
Own sales and performance analytics at the item, brand, and category level.
Analyze weekly sales to detect any category, brand or item trends.
Routinely audit live listing counts to maximize share of digital shelf.
Monitor key item inventory to ensure proper service levels.
Regularly audit competitive product listings for each key customer site.
Identify and address root causes of underperforming listings or categories.
Become the Subject Matter Expert (SME) on key customer portals.
Identify product assortment voids and present new product opportunities that align with customer strategy.
Collaborate with Digital Merch Team to enhance content where needed to improve listings conversion.
Seek technological solutions to effectively monitor listing performance.
Coordinate with account merchants on marketing activities to include new product introductions, b2b sales awareness/training, seasonal pricing. promotions, sponsored ad placement and other PPC opportunities.
Monitor advertising spending and Return on Ad Spend (ROAS).
Improve product review generation and reputation management.
Track and trouble shoot key customer scorecard metrics such as on-time shipment rate, cancellation rate, and defect rate.
Partner with the Customer Care team to ensure orders ship accurately and on time.
Liaise with Inventory Management/Procurement on major assortment changes.
Collaboration with Digital Merchandising Team and Pricing Specialist on new item loads.
Perform new item onboarding for Key Customers as workload dictates.