Ecommerce Account Manager

Job Purpose Summary

The e-commerce Account Manager plays a critical role in ensuring goods or services consistently meet client needs. This position is responsible for developing and maintaining strong relationships with marketplace sellers and suppliers to drive revenue growth. The role includes overseeing product listings, stock levels, and pricing on online marketplaces, with a focus on achieving sales targets. The ideal candidate will excel at collaborating across departments and possess strong interpersonal and critical thinking skills.

Role Responsibilities

•    Hit agreed monthly/quarterly sales goals.
•    Drive sales growth on E-commerce accounts for both new and refurbished stock.
•    Manage the portal(s) for online marketplaces.
•    Implement automation rules to enhance efficiencies and drive growth.
•    Manage escalations across departments and ensure orders are shipped daily. 
•    Create and edit product listings using a variety of different Management Software.
•    Collaborate with the content management team to ensure high-quality product representation.
•    Learn and master all processes and promotional tools.
•    Respond promptly and positively to stakeholder queries.
•    Resolve queries from customers, internal departments, couriers, and suppliers efficiently.
•    Support customer services with e-commerce related queries.
•    Verify Return Material Authorisation (RMA) requests in line with agreed procedures.
•    Consult with courier companies to provide Proof of Delivery (PODs) to customers.
•    Follow up on open matters to ensure timely resolutions.
•    Perform administrative tasks to support marketplace operations.
•    Promote and demonstrate VLC’s Values.
•    Ensure accurate inventory levels to avoid stockouts or overselling on online marketplaces.
•    Plan and execute promotional campaigns on e-commerce accounts to boost visibility and sales. Continuously improve the buying experience by ensuring smooth navigation and accurate product details.
•    Strengthen relationships with key suppliers to secure better terms, promotional support, and stock allocation.
•    Adhere to marketplace rules, legal requirements, and company policies to mitigate risks.

Additional Responsibilities

Skills & Personal Attributes

Qualifications & Experience
•    BA/BSc degree: Business and/or marketing desirable.
•    Experience with selling on e-commerce platforms such as eBay, Amazon, Target, and BestBuy is highly desirable.
•    Excellent communication skills - ability to communicate eloquently in both written and verbal formats, both face-to-face and remotely.
Skills
•    Ability to manage a high volume of correspondence efficiently.
•    Proficient in Excel and Outlook.
•    Familiarity with SAP is advantageous.
•    Strong organisational abilities with a focus on meeting deadlines.
•    Capable of multitasking and managing time effectively.
•    Important level of accuracy and attention-to-detail.
•    Strong numeracy skills with the ability to analyse and interpret data.
Attributes
•    Collaborator with an initiative-taking approach to collaborative working.
•    A positive, "can do" approach.
•    Willingness to learn new skills through a growth mindset. 
•    Structured, organised, and methodical work style.
•    Team player, supportive and helpful to others.
•    Self-starter, able to pick up tasks and deliver outcomes.
•    Evidence of and passion for learning new skills, curiosity, and self-development.
•    Customer-centric mindset.

This list is not exhaustive but is intended to provide an overview of the current key priorities within the business.  Some of these priorities may change over time and therefore flexibility is required.

Key Traits