Commerce Operations Supervisor - Multi Retailer

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