Head of Customer Success, Selection & Brand Success, ESM

Description

Amazon Global Selling is a key initiative to achieve our vision to offer customers Earth's largest selection. We provide businesses the opportunity to sell their goods on the Amazon platform worldwide. Each year, tens of thousands of businesses join our Marketplace in 10 countries, adding millions of new products.
Amazon's Asia Global Selling organization is seeking an experienced and visionary Head of Customer Success to lead and scale our Strategic Account Management operations. This senior leader will own the end-to-end strategy for driving seller selection growth, selection success, promotion effectiveness, and brand success, while leading seller engagement, campaign optimization, seller profiling, and talent development across the organization. Reporting to senior leadership, s/he will be responsible for building high-performing teams, setting the strategic direction for seller success programs, and driving measurable business outcomes at scale.
The ideal candidate is a seasoned people leader with a strong track record of managing and developing teams, driving cross-functional programs, and delivering results in a fast-paced, ambiguous environment. S/he combines strategic thinking with operational excellence, leverages data to inform decisions, and has the ability to influence senior stakeholders across the organization. Experience in marketplace/e-commerce, seller/partner ecosystem management, or customer success at scale is highly preferred.

Key job responsibilities
Strategic Leadership & Team Management
• Lead, mentor, and develop a team of program managers and customer success professionals; set clear goals and drive a high-performance culture
• Define the vision, strategy, and roadmap for seller engagement and success programs, aligning with Asia Global Selling business priorities
• Build organizational capability and talent bench strength through structured hiring, onboarding, and learning & development programs
Seller Engagement & Campaign Management
• Own the planning, execution, and optimization of seller engagement campaigns and strategic marketing events end-to-end
• Establish scalable frameworks for campaign creation, measurement, and continuous improvement; present campaign results and strategic recommendations to senior leadership
• Drive innovation in how we engage, retain, and grow strategic sellers across the Asia region
• Define and execute strategies to accelerate seller selection growth, improve selection success rates, optimize promotion effectiveness, and strengthen brand success metrics
Seller Profiling & Operational Excellence
• Own the seller profiling workstream across the organization — define mechanisms, develop tools, and drive adoption of data-driven seller insights
• Establish and optimize operational processes, workflows, and tooling to improve team efficiency and seller outcomes
• Build and leverage dashboards and data infrastructure to identify opportunities, track performance, and inform strategic decisions
Cross-Functional Collaboration & Stakeholder Management
• Partner with Account Management, Product, Marketing, and Business Intelligence teams to align on priorities and translate ambiguous requirements into executable plans
• Serve as the key point of contact for customer success initiatives with senior leadership, ensuring alignment and visibility across the organization
• Drive cross-team mechanisms for knowledge sharing, best practice dissemination, and holistic seller learning synthesis
Talent Development
• Own the Strategic Account Manager training strategy — design learning modules, coordinate training sessions, and measure effectiveness
• Foster a culture of continuous learning, innovation, and operational rigor within the team

Basic Qualifications

- Bachelor's degree
- 8+ years of experience in program/project management, customer success, account management, or related fields
- 5+ years of people management experience, including managing managers or cross-functional teams
- Proven track record of driving business results through strategic planning and operational execution
- Experience working with data analytics and business intelligence tools to drive decision-making
- Strong written and verbal communication skills with the ability to influence senior stakeholders

Preferred Qualifications

- Master's degree (MBA or relevant advanced degree)
- Experience in e-commerce, marketplace, or seller/partner ecosystem management
- Experience at consulting firms or equivalent
- Experience managing large-scale seller/customer engagement programs across multiple geographies
- Track record of building teams and organizational capabilities from the ground up
- Proficiency in SQL, Excel, or BI tools (e.g., QuickSight, Tableau)

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