Agency operations and transformation

You will ensure the agency has the operating structure required to scale successfully. You will:

• Lead organisational design and capacity planning
• Develop the resourcing strategy across permanent employees, freelancers and international delivery teams
• Improve processes, systems and ways of working
• Strengthen SOPs, delivery playbooks and quality standards
• Review the agency’s software, reporting and technology infrastructure
• Identify opportunities to use automation and AI effectively
• Ensure operational decisions support both the client experience and commercial performance

Leadership and people

You will provide calm, credible and visible leadership across the business. You will:

• Manage and develop the senior client services function
• Create clear accountability across the leadership team
• Coach senior team members and support their development
• Build a high performance culture with clear expectations and objectives
• Lead senior recruitment and help shape the future structure of the agency
• Ensure teams have the capability, capacity and support required to succeed

Clients and service quality

The client services leadership team will retain responsibility for day to day client relationships and delivery. You will provide commercial oversight, leadership and support. You will:

• Oversee client profitability, retention and commercial performance
• Support the client services leadership team with strategic accounts and major escalations
• Ensure client onboarding, reporting and communication meet a consistently high standard
• Improve client satisfaction and retention measurement
• Make sure services remain commercially viable while delivering exceptional client value
• Help the agency deepen and grow its most important client relationships

The successful person must have:

• Senior leadership experience within an agency environment
• Deep knowledge of the Amazon marketplace ecosystem- both Seller Central and Vendor Central, with knowledge of Amazon Advertising, including Sponsored Ads, DSP and AMC
• Experience owning revenue, margins, budgets or a meaningful P&L
• Experience leading multidisciplinary teams and developing senior managers
• A track record of improving agency performance, profitability and client retention
• Strong commercial judgement across pricing, scoping, resourcing and contract negotiations
• Experience working with senior clients and handling complex commercial conversations
• The ability to move comfortably between strategy and hands on execution
• The confidence to challenge constructively, make decisions and create accountability

During your first twelve months, you will have:

• Created a clear commercial and operating plan for the agency
• Established reliable visibility across revenue, margins and client profitability
• Clarified leadership responsibilities and strengthened accountability
• Developed the client services leadership team
• Improved capacity planning, resourcing and delivery processes
• Strengthened client retention and commercial performance
• Developed a clearer and more profitable service proposition

The person

You will be commercially ambitious without being sales led at the expense of delivery. You will understand that a successful agency is built through excellent people, strong client relationships, disciplined operations and profitable work.

You will be equally comfortable discussing Amazon strategy with a client, reviewing margins with the finance team, coaching a director, improving a process or helping a founder make an important business decision. Most importantly, you will know Amazon, understand agencies and have the leadership experience to bring the two together.