Responsibilities

• Own settled-base growth -- segment the existing shipper base, identify expansion opportunity (volume, lanes, services), and build lifecycle programs that grow shipping volume per shipper at scale.
• Build the tiered benefits program -- design and launch a non-pricing benefits program (frequent-shipper tiers) that rewards consistent shipping, with a roadmap of benefits that deepen loyalty year over year.
• Run enablement at scale -- build the webinar, content, and best-practice engine that makes thousands of merchants successful simultaneously -- onboarding deepening, feature adoption, and shipping optimization programs.
• Own retention -- build early-warning signals for at-risk shippers, design proactive and reactive save motions with automation/AI at a scalable ROI, and own the regretted-attrition number.
• Own the voice of the shipper (VOS) -- run a scalable mechanism for collecting shipper feedback, walk the store to find friction in the self-service experience, and translate signals into prioritized Product, Tech, and Operations improvements.
• Define and own growth metrics -- set program OKRs (incremental revenue from settled shippers, retention and regretted attrition, program engagement, benefit-tier progression), track rigorously, and iterate to maximize ROI.
• Work backwards from shipper needs -- earn trust by diving deep into shipper economics, shipping patterns, and pain points to design programs merchants actually value.
• Own your domain end-to-end -- operate as the subject matter expert for your channel, define BD strategy that complements the product strategy, and deliver results through scalable mechanisms rather than one-off effort.
• Think big and innovate -- replace what account management does for enterprise customers with programs, benefits, and automation that scale to tens of thousands of SMBs.

Requirements

• Bachelor's degree
• 5+ years of professional or military experience
• 5+ years of customer growth, lifecycle/retention marketing, account management at scale, or business development experience with a track record of measurable revenue outcomes
• Experience designing and running customer programs (benefits, loyalty, enablement, or retention) with data-driven measurement
• Strong verbal and written communication skills with the ability to influence cross-functional stakeholders and thrive in ambiguity

Preferred

• Experience building loyalty/benefits or lifecycle programs that drove measurable revenue growth at scale (thousands+ customers)
• Experience with B2B retention, churn prediction, or customer-success operations at scale
• Experience in e-commerce platforms, logistics/shipping, or marketplace ecosystems
• Experience building webinar/content engines or scaled enablement programs
• Experience with SQL/analytics and cohort-based program measurement
• Experience in a startup or early-stage business unit within a large company
• Experience working with SMB merchant segments

Benefits

• Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
• Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.