Job Title: Order Management Location: Gurgaon Shift: Day/Night About the Company : Join a leading global e-commerce organization that specializes in providing customized print technology solutions and operates across the US, UK, Australia, and Canada. We are an industry forerunner with a robust presence in the business-to-business and business-to-consumer markets, delivering a diverse range of products and services that cater to both corporate clients and individual consumers. Role Summary : We are on the lookout for an accomplished Account Management Representative with a minimum of 8 years of extensive experience in the e-commerce sector, particularly serving US, UK, Australian, and Canadian markets. The role demands a candidate with a proven track record of managing high-value corporate accounts, such as those of American Express, and leading qualified teams to deliver exceptional customer service and account growth. Key Responsibilities - Oversee a team of account management professionals, ensuring the delivery of premium customer service and the achievement of retention and growth targets. - Develop and sustain solid relationships with key decision-makers across a portfolio of high-profile accounts, driving revenue and ensuring compliance with service agreements. - Manage complex customer queries, issue resolution, and service enhancements by leveraging advanced CRM and telephony systems. - Utilize analytical skills to interpret data trends and provide insights for strategic decision-making, with a mastery of Power BI and Excel. - Design and deliver comprehensive training programs to enhance team capabilities and drive performance. - Drive the adoption of AI technology within the account management process to streamline operations and improve customer engagement. - Implement and maintain e-commerce platforms, ensuring seamless order management, fulfillment, and quality control. - Work closely with internal stakeholders, including Business Development, Design, Production, and Technology teams, to deliver cohesive customer solutions. Requirements - Educational Qualification: Bachelors Degree in Business Administration, Marketing, or a related field. Masters degree preferred. - Experience - At least 8 years of experience in account management within the e-commerce industry. - Experience managing corporate accounts for American or international clients, particularly in the financial services sector. - Proven experience in a contact centre environment, leading and managing teams. - Technical Skills - Expertise in Power BI and advanced Excel for data analysis and reporting. - Proficient with AI technology and adaptive CRM systems. - Familiarity with modern telephony systems and their integration with customer service operations. - Behavioural Skills - Exceptional communication and interpersonal skills. - Strong analytical and problem-solving capabilities. - Strategic thinking with an ability to lead team initiatives. - High level of adaptability to new technologies and changing business needs. - Demonstrated leadership and team management skills. - Commitment to continuous improvement and professional development. What We Offer - A competitive salary package with performance incentives. - Opportunities for professional growth and leadership development. - A dynamic and supportive work environment. - Access to cutting-edge technology and tools. - The chance to work with a diverse, global team. .