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VML, part of WPP, is a leading creative company that combines brand experience, customer experience, and commerce, creating connected brands to drive growth. VML is celebrated for its innovative and human first, award-winning work for blue chip client partners including AstraZeneca, Colgate-Palmolive, Dell, Ford, Microsoft, Nestlé, The Coca-Cola Company, and Wendy's. The agency is recognized by the Forrester Wave™ Reports, as a Leader among Marketing Creative and Content Service Providers, Commerce Services, Global Digital Experience Services, Global Marketing Services and, most recently, Marketing Measurement & Optimization. In addition, VML’s specialist health network, VML Health, is one of the world’s largest and most awarded health agencies. VML’s global network is powered by 26,000 talented people across 55+ markets, with principal offices in Kansas City, New York, Detroit, London, São Paulo, Shanghai, Singapore, and Sydney.
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Supervisor, Commerce Operations - Multi Retailer
Position Summary
The Supervisor, Commerce Operations is responsible for day-to-day digital shelf stewardship AND commercial performance support across a portfolio of retail partners including Target, Kroger, Sam's Club, and mid-to-long-tail retailers (Food, Drug, DIY). This role serves as the operational backbone for our CPG clients, ensuring product content is accurate, compliant, and discoverable while also providing trading intelligence, competitive monitoring, and structured client reporting with clear recommendations.
This is a client-facing role. The Manager delivers monthly reporting meetings, triages platform alerts, executes approved optimisations and provides proactive recommendations that improve digital shelf health, commercial performance, and retailer readiness. They operate VML Commerce dashboards, retailer native portals, Profitero as primary tools, translating automated data into actionable insight for clients’ Omni-marketing and Sales teams.
The ideal candidate combines digital shelf operations experience with commercial acumen: comfortable discussing content compliance and category share trends in the same client meeting.
Key Responsibilities
Digital Shelf Operations & Content Stewardship
Own operational health of the digital shelf across Target, Kroger, Sam's Club, and assigned mid-tail retailers
Execute product content updates
Submit and maintain content through retailer portals, Salsify, and syndication platforms
Verify syndication outcomes and monitor publication status
Validate product data accuracy, taxonomy, and retailer-specific requirements prior to publication
Implement pre-syndication readiness checklist
Content Monitoring, Alert Triage & Quality Assurance
Assess alert severity, identify root cause (retailer overwrite vs. syndication failure vs. data quality issue), and route to appropriate owner with recommended action
Perform manual PDP audits for retailers not covered by Profitero (Food, Drug, DIY) on monthly cadence
Monitor content contribution scores, retailer compliance scorecards, and publication health
Escalate systemic issues and recurring patterns for structural resolution
Commercial Performance Support & Trading Intelligence
Prepare and deliver monthly competitive pricing snapshots for Tier 3-5 retailers using syndicated data (Nielsen, Circana, 84.51°)
Maintain quarterly category share tracking: is client gaining or losing vs. competition at total category level
Flag new entrant detections, delistings, and major competitive price shifts within 1 week of occurrence
Support line review preparation and QBR data pulls for Target and Kroger Sales teams
Client Reporting & Insight Delivery
Deliver monthly structured reporting meetings to Omni-marketing and Sales teams for assigned retailers
Reports include: content health scorecard, search visibility trends, competitive positioning, and trading metrics — each with written "so what" and recommended actions
Execute approved content changes resulting from search/keyword recommendations (title rewrites, bullet updates, image swaps) and brief the creative agency
Pre-campaign retail-readiness verification: confirm products are content-complete and compliant before media spend activates
Search & Optimisation Execution
Execute approved keyword and content optimisations
Receive and apply cross-retailer optimisation learnings from Amazon/Walmart teams
Monitor share of search and organic rank for priority keywords (where data available via Profitero/retailer portals)
Flag optimisation opportunities when data suggests content underperformance
Ticket & Workflow Management
Manage daily ticket queues across retailer portals; prioritise by SLA and business impact
Coordinate execution across Brand, Omni-marketing and Sales teams
Track work through completion; provide status updates to stakeholders
Resolve retailer publication issues, validation errors, and operational roadblocks
Document recurring issues for root cause analysis and continuous improvement
Documentation & Process Improvement
Maintain retailer execution guides: portal processes, content requirements, ticket workflows, escalation paths
Document brand-specific standards, retailer nuances, and client preferences for consistent execution
Identify recurring manual activities and recommend automation opportunities (partner with Tech team)
Contribute to ongoing refinement of managed service offerings based on client needs and retailer changes
Cross-Retailer Coordination
Receive monthly insight cascade, assess applicability to assigned retailers and execute relevant optimisations
Share Tier 2-3 retailer insights back to Tier 1-2 teams where relevant
Support Amazon/Walmart teams on overflow during peak periods (holiday, NPD surges) — cross-trained on core VC/SupplierOne workflows
Participate in quarterly cross-retailer strategy review alongside full Retail Services team
Qualifications
Required:
- 3-5 years in eCommerce operations, digital shelf management, PIM or retail services
- Experience with Target and/or Kroger retailer portals and content requirements
- Proficiency with digital shelf intelligence platforms (Profitero, Stackline or equivalent)
- Experience with PIM/syndication platforms (Salsify, Syndigo or equivalent)
- Strong data fluency: can read dashboards, spot anomalies and write actionable "so whats"
- Client-facing communication skills: comfortable presenting findings and recommendations
- Exceptional attention to detail with ability to manage multiple concurrent retailer priorities
- Advanced Excel; comfortable with structured reporting
Preferred:
- CPG industry experience (Home Care, Laundry, Air Care, Consumer Health or Food categories)
- Familiarity with GS1 standards and retailer content scorecards
- Experience with syndicated data sources (Nielsen, Circana, 84.51°)
- Understanding of retail media fundamentals (how content performance connects to paid search ROI)
- Experience in agency or managed services environment
The base salary range for this position at the time of this posting is indicated below. Individual compensation varies based on job-related factors, including location, business needs, level of responsibility, experience, and qualifications. We offer a competitive benefits package, click WPP Benefits for more details.
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$60,000 — $140,000 USD
We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office an average of four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.
WPP (VML) is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.
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