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, Retail Management Services (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 Amazon catalog is 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
1) Ticket Resolution & Troubleshooting
- Case Management: act as the primary point of contact for submitting, managing, and relentlessly following up on Amazon support tickets via Seller Support, Vendor Support, and Brand Registry.
- Error Resolution: troubleshoot and resolve complex catalog errors (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 cords immediately.
2) Catalog & Content Management
- Flat File Mastery: create, manage, and upload bulk inventory files (flat files/NIS templates) to execute catalog-wide updates, establish parent-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 continuously optimize for conversion rate (CVR).
3) Availability & Inventory Support
- In-Stock Management: monitor basic 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: assist in identifying and disputing operational chargebacks and shortage claims to protect client profitability.
4)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, and catalog health 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
- 1-4 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 large catalog data sets.
- Problem-Solving Mentality: a gritty determination to solve problems. You don't take the first "No" from Amazon Support as the final answer; you know how to escalate and force resolution.
- Extreme Attention to Detail: an eye for precision to ensure product listings are 100% accurate, properly mapped, and visually cohesive before pushing them live.
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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