Location: Hybrid (Monthly Office Attendance)
About Big River
Big River is a fast-growing Amazon agency based in Ashley Cross, Poole, working with some of the UK and Europe’s most exciting food and drink brands - including Tetley, Jack Daniel’s BBQ Sauces, Jubel, and many more. We help brands thrive on Amazon through a combination of sales, marketing, operations, and creative strategy - offering full-service solutions across Vendor Central.
We’re a collaborative, energetic team who believe in doing things properly - from data-driven decision making to strong creative storytelling.
The Role
As a Client Success Manager, you will own the overall relationship, performance, and strategic direction across a portfolio of Amazon clients.
You will act as the central point of accountability for each brand, ensuring that all work delivered across PPC, Catalogue, and Operations is aligned to clear commercial objectives and executed to a high standard. This role goes beyond client servicing — you will be responsible for driving growth, identifying opportunities, and ensuring that strategy translates into measurable results.
You will operate with a high level of autonomy, leading client conversations, setting direction, and coordinating internal teams to deliver against agreed plans. You will be expected to challenge, guide, and influence clients where needed, using data and insight to support recommendations.
In addition, you will play a key role in maintaining and elevating standards within the Client Success function. This includes improving ways of working, supporting junior team members, and ensuring consistency in how we manage and grow client accounts.
You will work closely with PPC, Catalogue, and Operations teams to ensure a cohesive and commercially effective approach, and you will be responsible for ensuring that all activity ladders up to clear revenue and profitability goals.
This role is suited to someone who is commercially driven, highly organised, and confident in managing both client relationships and internal delivery.
Key Responsibilities
1. Client Relationship Ownership
* Act as the primary point of contact for assigned clients.
* Build strong, trusted relationships with key stakeholders.
* Lead regular client calls, performance reviews, and strategic sessions.
* Manage expectations and ensure clear communication at all times.
* Confidently challenge and guide clients where required.
2. Strategic Direction & Planning
* Define and own the strategic roadmap for each client.
* Align all activity with commercial objectives and growth targets.
* Identify opportunities across sales, marketing, and operations.
* Lead annual planning, promotional strategy, and key trading periods.
* Ensure strategy is clearly communicated and executed across teams.
3. Performance & Commercial Ownership
* Own overall account performance (revenue, profitability, growth).
* Translate data into clear actions and strategic priorities.
* Monitor KPIs and ensure delivery against targets.
* Drive continuous improvement across all areas of the account.
* Forecast performance and support budget planning.
4. Cross-BU Coordination & Delivery
* Coordinate PPC, Catalogue, and Operations teams effectively.
* Ensure all deliverables are aligned, prioritised, and executed on time.
* Maintain high standards of output across all areas.
* Remove blockers and ensure smooth execution across teams.
5. Leadership & Quality Control
* Review account output and ensure consistency and quality.
* Support and mentor junior Client Success team members.
* Contribute to team development and knowledge sharing.
* Lead internal account reviews and discussions.
6. Process & Continuous Improvement
* Identify inefficiencies in client management and delivery processes.
* Contribute to the development of SOPs and best practices.
* Improve scalability and consistency across the Client Success function.
* Drive better ways of working across teams and accounts.
Requirements
* 3–5+ years’ experience in a client-facing, e-commerce or Amazon role.
* Strong commercial awareness and ability to drive growth.
* Experience managing multiple clients or accounts simultaneously.
* Proven ability to coordinate cross-functional teams.
* Confident communication and stakeholder management skills.
* Strong analytical mindset with the ability to interpret performance data.
* Experience with Amazon Vendor Central (preferred).
What We Offer
* 25 days annual leave + Bank Holidays, plus an additional day off for your birthday.
* Friday work-from-home policy, with the rest of the week in our collaborative and friendly Ashley Cross office.
* Flexible working hours to support work-life balance.
* Healthcare insurance and other great perks after three months of service.
* Team socials, including activities around Prime Day and Black Friday, great coffee, and plenty of opportunities to contribute ideas that make a real impact.
* Opportunity to work with well-known FMCG brands such as Tetley, Jack Daniel’s BBQ Sauces, Jubel and more.
* Hands-on development and training, helping you build real expertise in Amazon and e-commerce.
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