Specialist, Retail Management Services (Amazon Operations)

Who We Are

VML is a global creative company that combines brand experience, customer experience, and commerce to create connected brands that drive growth. Guided by a Human First philosophy, VML is known for its innovative work for brands and consistently ranks among the world’s leading creative companies, including the WARC Creative 100. VML’s global network spans 55+ markets with principal offices in Buenos Aires, Kansas City, London, New York, São Paulo, Shanghai and Singapore.

VML is part of WPP, the trusted growth partner for the world's leading brands. Powered by exceptional talent and our agentic marketing platform WPP Open, WPP unites cutting-edge media intelligence and data solutions, creativity, production, enterprise solutions and expert strategic counsel.

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About the Role

We are seeking a highly tactical, detail-oriented Specialist, 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

• 1-3 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.

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.

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$45,000—$100,000 USD

We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office an average of four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.

WPP (VML) 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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