Head of Account Operations

Our client, a fast-growing international e-commerce company scaling multiple brands on Amazon, is looking for an experienced Head of Account Operations to lead its PPC, Account Management, CSM, and Catalogue Coordination functions. This is a senior leadership role with direct ownership of client retention, account health, team performance, and day-to-day operational delivery.

You'll be the primary client-facing CSM and the single point of operational accountability across the account operations function. You'll make sure the right work is being done by the right people, at the right quality, at the right time - while staying close enough to execution to step in when capacity gaps, escalations, or complex account issues require hands-on support.

This role suits someone who combines strong Amazon expertise with excellent client management, leadership, and operational discipline. You should be comfortable making decisions independently, managing multiple priorities, developing people, and taking ownership of client outcomes without needing constant CEO involvement.

About the Company:

The company specializes in high-performance Amazon account and advertising management, trusted by clients for its precision, insight, and results. With steady organic growth and a small, expert team, this is a strong opportunity to take ownership of a critical leadership function and help build a highly efficient, scalable account operations department.

Key Responsibilities:

Client & Account Leadership

• Serve as the primary client-facing CSM, owning client relationships, satisfaction, retention, and long-term account health.
• Lead client calls, set agendas, communicate strategy, manage expectations, and resolve escalations.
• Translate client goals, requirements, and SLAs into clear priorities for internal teams.
• Proactively identify underperforming accounts, relationship risks, scope creep, and resource-heavy accounts.
• Identify opportunities to improve client outcomes and support organic account growth.
• Maintain strong strategic alignment between client commercial goals and Amazon PPC / Account Management activity.

Strategic Account Management

• Set and adapt PPC and Account Management strategy across the portfolio based on Amazon best practices and client objectives.
• Regularly review account performance, strategic direction, and key risks.
• Ensure PPC and Account Management teams are working toward clear commercial objectives rather than operating in isolation.
• Coordinate Catalogue priorities, listing and variation work, and compliance requirements with PPC, AM, and client needs.
• Step into complex account situations and provide senior-level strategic guidance when required.

People & Performance Management

• Manage, coach, and develop PPC, Account Management, and CSM team members through regular 1:1s, performance discussions, and operational check-ins.
• Set clear responsibilities, workload expectations, quality standards, and deadlines across the team.
• Address performance, communication, quality, and deadline issues directly and promptly.
• Monitor team output and ensure contracted capacity is aligned with actual workload.
• Identify capability gaps and recommend recruitment, training, contractor support, restructuring, or replacements when needed.
• Build a team culture based on accountability, ownership, proactive communication, and high-quality delivery.

Capacity & Resource Management

• Maintain clear visibility of team capacity, workload, utilisation, and account complexity.
• Allocate accounts, tasks, and responsibilities based on team capability and available capacity.
• Identify capacity risks early and adjust resources before client delivery is affected.
• Maintain practical contingency coverage for critical accounts and functions.
• Reassign workloads and operational priorities as business and client needs change.

Project Management & Operations

• Own day-to-day project management in ClickUp, ensuring clear task ownership, deadlines, and visibility.
• Establish and enforce operational cadences for reporting, optimisation cycles, client deliverables, and account reviews.
• Ensure client requirements and internal priorities are translated into clear, actionable tasks.
• Continuously improve workflows, processes, and team structures to eliminate inefficiencies.
• Build an operating environment that reduces unnecessary CEO involvement while keeping the business strategically aligned.

Quality Control & Delivery

• Quality-control PPC and Account Management outputs against client requirements and internal standards.
• Ensure deliverables are accurate, strategic, on time, and aligned with agreed client objectives.
• Identify recurring quality or delivery issues and address them at the source.
• Reject non-compliant or insufficient work and require corrections when necessary.
• Step in directly to correct or complete critical work when team execution falls short.
• Maintain consistent service quality across the entire client portfolio.

Hands-On Amazon Expertise

• Maintain strong senior-level expertise in Amazon PPC, including Sponsored Products, Sponsored Brands, and Sponsored Display.
• Maintain strong Account Management expertise across account health, listing updates, Amazon Ads Console, Seller Central, and Vendor Central.
• Act as a hands-on execution backstop during team leave, capacity shortages, complex client escalations, or critical delivery gaps.
• Stay technically close to the work to maintain credibility with both clients and the internal team.
• Use hands-on execution selectively as a safety net rather than as a substitute for effective delegation and team management.

Cross-Functional Coordination

• Ensure PPC, Account Management, CSM, and Catalogue Coordination operate as one integrated delivery function.
• Coordinate catalogue, compliance, listing, and variation priorities with the Catalogue Manager.
• Prevent operational silos by ensuring all teams are aligned around client priorities and account strategy.
• Maintain clear communication between account teams, catalogue operations, leadership, and clients.
• Escalate material commercial, contractual, or client risks to the CEO with clear context and recommended actions.

Requirements:

Must-Have Skills:

• Extensive hands-on experience in Amazon PPC and Account Management.
• Proven experience managing client relationships as a primary CSM, including leading calls and handling escalations.
• Strong track record of driving client satisfaction, retention, and account health.
• Demonstrated experience leading and developing a team in a fast-moving environment.
• Strong project management skills and fluency in ClickUp.
• Excellent understanding of Amazon Seller Central, Vendor Central, and Amazon Ads Console.
• Strong strategic thinking combined with the ability to get into execution when necessary.
• Highly organised, structured, and process-driven approach to work.
• Strong quality-control and problem-solving skills.
• Ability to make independent operational and client-facing decisions with minimal oversight.
• Excellent written and verbal English communication.
• Comfortable managing multiple clients, teams, priorities, and deadlines simultaneously.

Nice to Have:

• Previous experience in a dedicated CSM role.
• Experience working in a multi-client e-commerce or Amazon agency environment.
• Experience with Walmart or Chewy.
• Experience designing or improving operational systems and workflows for an e-commerce advertising agency.
• Experience with team restructuring, recruitment, or scaling an account operations function.
• Experience managing large or complex Amazon portfolios.

What We Offer:

• Competitive salary.
• 15 days paid holiday.
• Flexible, results-focused hours; we care about output and quality work.
• A high level of ownership and autonomy.
• A long-term leadership role with direct impact on company growth.
• A supportive, high-performance, international team.
• The opportunity to shape and scale the company's account operations function.