What are the responsibilities and job description for the Senior Manager, Commerce Operations (Amazon) position at Wunderman Thompson (DBA VML)?
WPP Enterprise Solutions designs, builds, and operates the growth systems that competitive businesses rely on. In a world where Al is reshaping how companies drive growth, we lead clients in business transformation and marketing modernization, connecting strategy directly to execution. Our 12,000 experts in engineering and platforms, commerce, consulting, content transformation, CRM, and CX work within a unified global operating unit across 40 markets. WPP Enterprise Solutions works alongside best-in-class partners including Adobe, AWS, Braze, Google, Microsoft, Salesforce, and Shopify, as well as innovators in AI, to deliver growth solutions tailored to the needs of our clients' businesses. VML, part of WPP, supports WPP Enterprise Solutions by helping brands activate transformation through creativity and experience.
About the Role
We are seeking a highly tactical, detail-oriented Senior Manager, Commerce (Amazon Operations) to join our retail execution team. This is a "hands-on-keys" position dedicated to the day-to-day operational health of our CPG clients on Amazon.
You will serve as the operational backbone for our clients' eCommerce and Sales teams. Your primary mission is to ensure their Amazoncatalogis flawless, their products stay in stock, and any platform glitches are resolved swiftly. You will live and breathe inside Amazon Vendor Central and Seller Central, executing content changes, wrestling with flat files, and managing support tickets to drive immediate retail success.
Key Responsibilities
- Ticket Resolution & Troubleshooting
- Case Management: act as the primary point of contact forsubmitting, managing, and relentlessly following up on Amazon support tickets via Seller Support, Vendor Support, and Brand Registry.
- Error Resolution: troubleshoot and resolve complexcatalogerrors (e.g., Error 5665, Error 8541, stranded inventory, merged ASIN issues, and brand hijackings).
- Compliance: monitor Account Health dashboards and resolve listing suppressions, "Search Suppressed" statuses, and ANDON cordsimmediately.
- Catalog & Content Management
- Flat File Mastery: create, manage, and upload bulk inventory files (flat files/NIS templates) to executecatalog-wide updates,establishparent-child variation families, and map backend attributes.
- Content Execution: execute day-to-day content updates. Coordinate the upload and configuration of visual assets, including new product images, videos, and A Content updates.
- A/B Testing Execution:set up, monitor, and report on A/B tests for product titles, main images, and A content to continuouslyoptimizefor conversion rate (CVR).
- Availability & Inventory Support
- In-Stock Management:monitorbasic retail metrics (Out-of-Stock rates, Lost Buy Box) and work with client supply chain teams to flag PO (Purchase Order) issues or shipment discrepancies.
- Dispute Management:assistinidentifyingand disputing operational chargebacks and shortage claims to protect client profitability.
- Client & Team Support
- Walk-the-Store Audits:conduct routine digital shelf diagnostics. Provide clients with tactical, visual reports on real-time PDP accuracy, competitor positioning, share of search and out-of-stock visibility.
- Sales Enablement: support the client's internal eCommerce/Sales managers by providing weekly operational status reports, pending ticket updates, andcataloghealth readouts.
- Cross-Functional Collaboration: partner with our internal Media and Strategy teams to ensure ASINs are retail-ready before major advertising campaigns launch.
Key Qualifications & Skills
- 2-4 years of hands-on experience managing catalogs in Amazon Vendor Central (1P) and/or Amazon Seller Central (3P). Prior experience in an agency setting supporting CPG/FMCG brands is highly preferred.
- Technical Amazon Expertise: deep, practical knowledge of Amazon inventory templates, category templates, variation relationships, and the Amazon ticketing ecosystem.
- Advanced Excel Skills: you must be highly proficient in Microsoft Excel (VLOOKUPs, Pivot Tables, Concatenate, Text-to-Columns) to manipulate largecatalogdata sets.
- Problem-Solving Mentality: a gritty determination to solve problems. Youdon'ttake the first "No" from Amazon Support as thefinal answer; you know how to escalate and force resolution.
- Extreme Attention to Detail: an eye for precision to ensure product listings are 100�curate, properly mapped, and visually cohesive before pushing them live.
The base salary range for this position at the time of this posting is indicated below. Individual compensation varies based on job-related factors, including location, business needs, level of responsibility, experience, and qualifications. We offer a competitive benefits package, click WPP Benefits for more details.
WPP is the trusted growth partner for the world's leading brands. With exceptional talent, trusted data and intelligence and world-class partnerships - all united by our agentic marketing platform, WPP Open - we help clients navigate change, capture opportunity and deliver transformational growth. For more information, visit WPP.com.
WPP (VML/WPP Enterprise Solutions) is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.
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Wunderman Thompson is an equal opportunity employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability, or other protected group status. We believe in creating a dynamic work environment that values diversity and inclusion and strives to recruit a diverse slate of candidates to help us achieve that goal.
Salary : $60,000 - $140,000