Key Account & Global Service Ecommerce Leader

Location: 202 Phan Văn Hân, P. Gia Định, HCMC

Job Level: Leader

Working Mode: Full-time

Direct Manager: Ecommerce Service Manager, CSO

Working Hours: Monday - Friday, 8:30 AM - 5:30 PM (Lunch break: 12:00 PM - 1:30 PM)

I. JOB DESCRIPTION

1. Strategic Key Account Management:

• Manage Top-Tier Clients: Take ownership of VIP clients and Key Accounts, acting as their primary strategic advisor. Build and maintain strong, long-term relationships to drive their cross-border e-commerce success (focusing on Amazon and TikTok).
• Business Growth & Strategy: Develop comprehensive, customized business plans for Key Accounts, including product life-cycle strategies, pricing structures, promotional calendars, and distribution models to maximize GMV and optimize ROI in international markets (US, Australia, EU).
• Business Reviews: Conduct regular Quarterly Business Reviews (QBRs) with Key Accounts to analyze performance, provide actionable insights, and propose expansion strategies.

2. Team Leadership & Operational Excellence:

• Team Management: Lead, mentor, and evaluate a team of E-commerce Specialists / Account Executives. Set clear KPIs, provide ongoing training, and foster a high-performance culture.
• Cross-Functional Collaboration: Act as the main liaison between internal departments and external platform representatives (Amazon, TikTok teams) to ensure optimal store setup, seamless campaigns, and swift issue resolution.
• Process Optimization: Standardize and oversee the export and compliance processes. Ensure the team accurately guides clients through export procedures (US, Canada, Europe) and adheres to international legal requirements and platform standards.

3. Market Research & Performance Reporting:

• Market Intelligence: Continuously monitor global market trends, competitor activities, and platform algorithm updates. Translate insights into strategic advantages for clients.
• High-Level Reporting: Track overall departmental performance. Provide comprehensive reports on revenue, profitability, and operational metrics to the Board of Directors/Department Head, highlighting risks and strategic opportunities.

II. REQUIREMENTS

1. Knowledge & Education:

A Bachelor’s degree in Business, Economics, E-commerce, Marketing, or a related field (Master’s degree or MBA is a strong plus).

Basic proficiency in English (written and spoken) for cross-border business communication.

2. Experience:

Industry Experience: Minimum of 3–5 years of hands-on experience in cross-border E-commerce (specifically Amazon US/EU).

Leadership/Key Account Experience: At least 1–2 years in a leadership, Key Account Management, or Senior Strategist role.

Cultural Fit: Candidates who have studied/worked abroad in Europe or the U.S., or possess a deep understanding of Western consumer behavior and culture, are highly preferred.

3. Core Skills & Competencies:

Strategic E-commerce Expertise: Deep understanding of the Amazon ecosystem, including advanced Amazon SEO, A10 algorithm, PPC strategy scaling, and FBA fulfillment optimization.

Leadership & Negotiation: Strong ability to lead teams, influence stakeholders, and negotiate effectively with B2B clients.

Data-Driven Mindset: Excellent analytical skills to interpret complex sales data, forecast trends, and monitor multi-account performance.

Tool Proficiency (Advantage): Familiarity with industry-standard analytics & AI tools (e.g., Helium 10, Jungle Scout, Kalodata, SellerSprite, Codex, Cowork) is highly preferred and considered a strong advantage, though not mandatory.

III. RESPONSIBILITIES AND TASKS (Key Deliverables)

Revenue Target Ownership: Take accountability for achieving and exceeding the GMV and revenue targets for the Key Account portfolio.

Escalation Management: Serve as the highest point of contact for resolving complex client issues, policy violations, or critical operational bottlenecks.

Client Retention & Satisfaction: Ensure exceptional service delivery, maintaining high retention rates and positive seller ratings across all managed accounts.

Policy Implementation: Oversee the deployment of company-wide promotional policies and client benefit programs, ensuring they are executed efficiently by the team.

Continuous Improvement: Regularly evaluate internal workflows and team productivity to identify areas for operational improvement and implement effective solutions.

IV. BENEFITS

Salary: Basic salary + KPI bonus.

Bonus: Performance-based bonuses for significant contributions and efforts.

Training: Participate in internal training courses on Digital Marketing and E-commerce to develop professional skills.

Other Benefits:

Support for transportation via ride-hailing services (Xanh Sm.).

Holiday and Tet bonuses based on company financial performance.

Participation in team-building activities and company trips.

Full Social Insurance (BHXH) coverage and other allowances.