Account Manager - New York, NY, United States
3 days ago
Job description
DescriptionAccount Manager – Google Store Retail
Location: New York, NY; Mountain View, CA; Boston, MA; Chicago, IL; Los Angeles, CA; Miami, FL; Austin, TX; Washington, DC;
Reports To: Sr. Account Manager
Role Overview
The Account Manager (AM) for the Google Store Program is a high-impact, client-facing partner dedicated to the operational success and strategic growth of Google's first-party (1P) retail presence. This role is the "connective tissue" between Google's brand vision and the agency's field execution.
You will be responsible for managing the client relationship, maintaining the operational "Source of Truth" through SOPs, and ensuring our field teams are informed, engaged, and delivering a premium, "Google-y" experience.
1. Client Partnership & Strategic Consultation
- Act as a trusted advisor to Google Store leads, translating 1P retail objectives into actionable agency workstreams.
- Participate in Quarterly Business Reviews (QBRs) and weekly syncs to provide data-driven insights on program performance and store health.
- Anticipate Google's needs by staying ahead of product launch cycles (Pixel, Nest, Fitbit) and seasonal retail moments.
2. Retail Communications & Content Strategy
- Information Architecture: Own the communication pipeline to the field, distilling complex product launches and promo updates into clear, concise, and timely bulletins.
- Brand Voice: Ensure all internal and field-facing communications align with the Google Store's premium, "Helpful" brand ethos.
- Feedback Loop: Manage channels for field teams to report real-time insights back to Google stakeholders.
3. SOP Governance & Operational Excellence
- Resource Maintenance: Build and manage a centralized library of Standard Operating Procedures (SOPs), ensuring they are updated for every new hardware iteration or software feature.
- Program Compliance: Oversee the execution of merchandising standards, ensuring demo units are functional and the physical environment meets 1P premium standards.
- Process Optimization: Regularly audit operational workflows to identify friction points and propose "smarter" ways of working.
4. Employee Engagement & Culture
- Brand Ambassadorship: Develop initiatives that foster a sense of belonging and pride among field teams, aligning them with Mosaic and Google's core values.
- Recognition & Retention: Design and execute engagement programs that reward operational excellence and high-quality customer interactions.
- Knowledge Empowerment: Work with training teams to ensure field staff feel confident and equipped to represent the Google ecosystem.
5. Program Analytics & Reporting
- Analyze 1P-specific KPIs: NPS, demo engagement, SOP compliance, and employee sentiment.
- Distill complex field data into executive-level summaries that highlight wins and identify areas for optimization.
- Experience: 4–6 years in Account Management, Retail Operations, or Program Management (preferably within tech or premium retail).
- Education: Bachelor's degree
- 1P Mentality: Proven experience managing environments where brand guardianship and customer experience are the primary metrics of success.
- Exceptional Communication: A skilled writer and presenter who can translate technical jargon into "retail-ready" instructions.
- Operational Rigor: Highly organized with a passion for documentation, version control, and process improvement.
- Tech Savvy: A "power user" of the Google ecosystem (Android, Nest, Workspace).
- Agility: Ability to thrive in a fast-paced environment where product specs and retail priorities can shift rapidly.
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