Account Health Manager

Job Title: Account Health Specialist

Job Summary:

As an Account Health Specialist for our ecommerce business specializing in used and new books, you will play a crucial role in maintaining the optimal performance and compliance of seller accounts across major marketplaces such as Amazon, eBay, AbeBooks, and our in-house ecommerce platform - www.awesomebooks.com. This multifaceted role involves monitoring, analysing, and implementing strategies to enhance seller account health, ensuring adherence to marketplace policies, and mitigating risks across various selling platforms.

Key Responsibilities:

1.Performance Monitoring:

Monitor seller performance metrics, including customer service and delivery performance.

Conduct root cause analysis on defects, recommend actions, and oversee projects to implement improvements.

2.Compliance Management:

Understand and stay updated on marketplace policy compliance rules.

Monitor and address potential or confirmed policy violations on seller accounts.

Conduct root cause analysis on the policy violations and prepare detailed plan of action based on the analysis

Recommend strategies and solutions to overcome policy violations to the business stakeholders.

3.Risk Analysis & Mitigation:

Analyse potential and actual risk areas on all selling platforms.

Develop detailed action plans to mitigate risks and prevent future threats.

Undertake strategic projects to mitigate the risk and set a long term plan in place to overcome past issues and potential future threats.

4.Reporting:

Generate regular performance and compliance stats reports.

Prepare risk analysis reports and action plans related to Account Health.

Create and publish custom reports upon request.

5.Collaboration with Other Teams:

Understand operations of customer service, support, and back-office teams impacting marketplace metrics.

Collaborate with other teams and implement strategies in place to improve overall account health and ensure there are no leaks and gaps in the operations which could threaten the status of account health.

6.Communication with Marketplaces:

Communicate with marketplaces regarding account health concerns.

Submit plan of actions for account recovery due to metric downfall or compliance issues on timely manner.

Follow up and through on any open cases or ongoing discussions with the marketplaces.

7.Addressing Complaints:

Handle complaints from intellectual property (IP) rights or copyright (CR) owners on marketplaces.

Work towards resolution while maintaining positive relationships.

8.Stakeholder Collaboration:

Communicate and address issues with internal stakeholders (tech team, data insight, finance, etc.) and external stakeholders (suppliers, postal carriers, etc.).

Ensure collaborative efforts to maintain account health.

9.Voice of Customer (VOC):

Regularly monitor and analyze customer feedback from different marketplaces.

Recommend solutions based on root causes affecting customer experience.

10.Critical Account Management SOP:

Develop SOPs for internal teams, mainly and including the customer service team based on current account health status.

Develop and lead action plans for restoring the account status to Healthy

Develop contingency plans for any worse case scenarios.

Assist customer service team leader in executing SOPs to address account-related issues.

11.Account health Review Meetings:

Organize and lead Weekly Business Review (WBR) and Monthly Business Review (MBR) sessions for the Account Health Team.

Summarize all activities undertaken during the review period, covering aspects such as account maintenance, performance, and compliance status.

Present detailed insights into account performance metrics, defect root cause analyses, compliance issues, and implemented plan of actions for all concerns.

Provide progress updates on ongoing projects related to account health and collaborate with key business stakeholders to align strategies and goals.

Facilitate discussions to gather feedback, address concerns, and strategize future initiatives for continuous improvement.

Prepare comprehensive reports post-meeting to document decisions, action items, and outcomes for reference and future planning.

Qualifications:

Bachelor's degree in Business, E-commerce, or a related field.

Proven experience in account management, risk and compliance. marketplace operations, or a similar role.

Core Competencies:

Strong analytical and problem-solving skills.

Strong command over MS office tools such as Excel, PowerPoint, etc.

Excellent communication and interpersonal skills.

Familiarity with major marketplaces such as Amazon and eBay.

Ability to work collaboratively across departments and with external partners.

Detail-oriented with a focus on continuous improvement.