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E-Commerce Account Manager

Job Description

Job Title

E-Commerce Account Manager

Department

E-Commerce Department

Reports to

Director, Company Stores and Information Systems

FLSA Status

Full-Time, Salary Exempt

Schedule

Monday – Friday, 8:30am – 5:00pm (approximate), min 40-hr workweek

Location

Hybrid

9040 Junction Dr Annapolis Junction, MD 20701

Job Summary

The E-Commerce Account Manager is responsible for nurturing and growing relationships with our Standard and Growth E-Commerce accounts, driving revenue growth and ensuring a seamless experience for our customers and their end users. The E-Commerce Account Manager manages portal activity, participates in store builds, and reviews monthly reports. You will use your excellent communication, time-management, and project management skills to collaborate with cross-functional teams to optimize product listings, marketing strategies, and customer engagement while delivering exceptional customer service and ensuring customer satisfaction.

Essential Functions and Responsibilities

• Serve as Project Manager on Standard and Growth Accounts (may include Enterprise-level accounts as well) client store builds, working with the Director of Company Stores and E-Commerce team members to plan and deliver exceptional products and service.
• Act as the lead in new store builds, working with clients to obtain product details, user profiles, and other needed information.
• Serve as Project Manager for E-Commerce account customers’ offline order requests, supporting cross-selling initiatives and ensuring customer satisfaction with the customer’s overall Ironmark experience.
• Receive Sales Team and customer inquiries and requests, obtain and assemble information and specifications.
• Manage event fulfillment stores, working with the Warehouse team to ensure that shipments are on schedule and that inventory is received in a timely manner.
• In accordance with established departmental processes and workflows, accurately use Project Management Software, ERP Software, Web-to-Print Platforms, and other software used by the department to efficiently build stores, resolve customer requests, and collaborate with cross-functional teams.
• Maintain all store spreadsheets, ensuring up-to-date entry of data that will feed analysis and the creation of reports.
• Document standard operating procedures (SOPs) and user guides for each client to provide internal teams with needed client information and to assist with continuous improvement.
• Develop and analyze quarterly reports pertaining to users, products, inventory, activity, and more to evaluate performance and identify needs.
• Conduct regular client meetings, developing the meeting itinerary as well as following up on tasks and action items that are developed during the meetings.
• Track schedule and progress of projects, providing updates to sales, clients, internal team members, and management, ensuring that agreed-upon milestones, schedules, and deadlines are met.
• Troubleshoot issues that may arise during the e-commerce project lifecycle, proposing and implementing solutions to keep projects on track.
• Stay up-to-date with industry trends and emerging technologies in e-commerce.

Essential knowledge, Skills, and Abilities

• Excellent communication and customer service skills.
• Exceptional project management, time-management, and organizational skills.
• Team-oriented mindset and approach
• Must thrive under tight deadlines and effectively manage multiple projects simultaneously.
• Customer-centric
• Detail-oriented
• Proficient in ERP software (Pace), Project management software (Wrike), and Web-to-Print software (PageDNA, Marcom, Shopify) used to input and track sales orders.
  • If not currently proficient, comfort with technology and ability to quickly become proficient in organizational software used to input and track orders.
• Proficient in the operation of Windows computer systems and Microsoft Suite.
• Familiarity with graphic design concepts, layouts, and visual aesthetics.

Education and Experience

• Minimum Education Requirement:
  • High School Diploma (or equivalent)
• Minimum Industry Experience:
  • Three (3) years of experience in a production environment.
  • Previous sales, print, or customer relations position within the graphic industry or related field.

Physical Requirements

• The ability to move within the office environment, including walking, standing, and sitting for extended periods.
• Sufficient visual acuity to read written documents, view computer screens, and identify product details.
• Ability to communicate effectively and clearly with team members and clients, both in person and via phone or video calls.
• Ability to lift and carry items and printed material, which may weigh up to 30 pounds.
• Willingness to occasionally travel to attend client or vendor meetings, industry events, and other business- related activities as required.

EEO Statement

Ironmark is an equal opportunity employer. We provide equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability, genetic information, marital status, veteran status, or any other status protected by applicable law.

Other Duties

Please note that your job may change on a temporary or regular basis according to the needs of my department or company without it being specifically included in the job description. Duties, responsibilities, and activities may change at any time with or without notice.