Strategic Customer Lead

At Educators Resource we equip teachers and parents with innovative tools designed to enhance the education of children. We aspire to create a world where learning is more accessible and fun, guided by our values of integrity, collaboration, innovation, and accountability.

Strategic Customer Lead

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.

Location: Mobile, AL

Employment Classification: Full-time / Exempt

Reports to: EVP of Commercial Partnerships

Essential Functions of the Role

Duties and Responsibilities

1. Primary Point of contact for designated Customer(s):

• 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.

1. Sales Performance & Digital Shelf Optimization

• Own sales and performance analytics at the item, brand, and category level.
  1. Analyze weekly sales to detect any category, brand or item trends.
  2. Routinely audit live listing counts to maximize share of digital shelf.
  3. Monitor key item inventory to ensure proper service levels.
  4. Regularly audit competitive product listings for each key customer site.
  5. Identify and address root causes of underperforming listings or categories.
  6. 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.

1. Marketing/Advertising

• 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.

1. Operational Coordination

• 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.

Core Competencies

Skills, Talents, Personal Attributes and Experience

• 5 years of experience managing key e-commerce businesses.
• Bachelor’s Degree in a relevant field is ideal.
• Experience with dropship or multi-channel distribution preferred.
• 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.

Physical Requirements

The physical demands described here represent those that are typically required to successfully perform the essential functions of this position.  Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential functions.

• 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.

Compensation and Benefits

We offer a comprehensive compensation package including competitive pay and full benefits.

Full Benefits Package Includes: Health, Dental, and Vision insurance; Basic Life/AD&D coverage; Short-Term and Long-Term Disability; Accident and Critical Illness insurance; Employee Assistance Program (EAP) services; 401(k) with company match; paid time off (PTO); and a variety of company-paid holidays.

About Educators Resource

We are the backbone of an education & office supply network whose supply chain encompasses the globe. As a leader in our industry segment, we service customers across North America on behalf of companies and brands you see and interact with every day. We offer the broadest array of products in the market, with over 20,000 SKUs sourced from over 300 suppliers. We work hard to ensure that our customers WIN daily, and we have some of the highest service levels in the industry.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.