E-Commerce Account Manager (HYBRID)

Department: E-Commerce Department | Reports to: Director, Company Stores and Information Systems | Location: Hybrid, 9040 Junction Dr, Annapolis Junction, MD 20701

About the role

The E-Commerce Account Manager is responsible for nurturing and growing relationships with our Standard and Growth E-Commerce accounts, driving revenue growth and ensuring a seamless experience for our customers and their end users. The role involves managing portal activity, participating in store builds, and reviewing monthly reports. You will collaborate with cross-functional teams to optimize product listings, marketing strategies, and customer engagement while delivering exceptional customer service.

Responsibilities

• Serve as Project Manager on Standard and Growth Accounts (may include Enterprise-level accounts) client store builds, working with the Director of Company Stores and E-Commerce team members to plan and deliver exceptional products and service.
• Act as the lead in new store builds, working with clients to obtain product details, user profiles, and other needed information.
• Serve as Project Manager for E-Commerce account customers’ offline order requests, supporting cross-selling initiatives and ensuring customer satisfaction.
• Receive Sales Team and customer inquiries and requests, obtain and assemble information and specifications.
• Manage event fulfillment stores, working with the Warehouse team to ensure shipments are on schedule and inventory is received in a timely manner.
• Accurately use Project Management Software, ERP Software, Web-to-Print Platforms, and other departmental tools to build stores, resolve customer requests, and collaborate with cross-functional teams.
• Maintain store spreadsheets to ensure up-to-date data for analysis and reporting.
• Document standard operating procedures (SOPs) and user guides for each client to assist internal teams and support continuous improvement.
• Develop and analyze quarterly reports on users, products, inventory, and activity to evaluate performance and identify needs.
• Conduct regular client meetings, develop meeting itineraries, and follow up on tasks and action items.
• Track project schedules and progress, providing updates to sales, clients, internal teams, and management to ensure milestones, schedules, and deadlines are met.
• Troubleshoot issues during the e-commerce project lifecycle, proposing and implementing solutions to keep projects on track.
• Stay up-to-date with industry trends and emerging technologies in e-commerce.

Requirements

• High School Diploma (or equivalent).
• Three (3) years of experience in a production environment.
• Previous sales, print, or customer relations position within the graphic industry or related field.

Skills

• Excellent communication and customer service skills.
• Exceptional project management, time-management, and organizational skills.
• Team-oriented mindset and approach.
• Ability to thrive under tight deadlines and manage multiple projects simultaneously.
• Customer-centric and detail-oriented.
• Proficient in ERP software (Pace), Project management software (Wrike), and Web-to-Print software (PageDNA, Marcom, Shopify).
• Comfort with technology and ability to quickly become proficient in organizational software.
• Proficient in Windows computer systems and Microsoft Suite.
• Familiarity with graphic design concepts, layouts, and visual aesthetics.

Physical Requirements

• Ability to move within the office environment, including walking, standing, and sitting for extended periods.
• Sufficient visual acuity to read written documents, view computer screens, and identify product details.
• Ability to communicate effectively and clearly with team members and clients, both in person and via phone or video calls.
• Ability to lift and carry items and printed material, which may weigh up to 30 pounds.
• Willingness to occasionally travel to attend client or vendor meetings, industry events, and other business-related activities.

Schedule

Monday – Friday, 8:30am – 5:00pm (approximate), minimum 40-hour workweek.