Manhead

• Establish and nurture highly productive relationships with artist managers by becoming their go-to merchandising expert. • Develop a multi-channel branding strategy that aligns with the artist's creative vision. • Spearhead product development ensuring pricing and costing achieves market standards and the company’s financial targets. • Serve as a liaison communicating initiatives and goals between the client and E-commerce, Touring, and Retail/Licensing. • Ensure strict adherence to creative deadlines, production schedules, online and brick & mortar launch dates, and timely financial reporting. • Maintain a detailed artist calendar making recommendations for activations to optimize all commercial opportunities. • Manage quarterly and annual P&Ls communicating insights to upper management and clients as requested. • Deliver a high touch, consultative, and thoughtful client experience. • Analyze project performance, client feedback, and market trends to improve our products and services. • Ensure overall service and quality standards are upheld through-out the product life cycle.

• Respond to customer inquiries promptly via Gorgias and other designated support channels (email, chat, etc.) • Resolve customer issues such as cancellations, refunds, changes, and exchanges in Shopify, Aftership, and 3PL warehouse management platforms. • Assist customers with questions related to orders, shipping, returns, exchanges, product availability and general policies with professionalism and accuracy. • Communicate with our third-party logistics & fulfillment partners to identify, escalate, and resolve incorrect or problematic orders. • Maintain response times in line with SLAs set by the Customer Support Manager • Partner with the broader eCommerce team to identify customer experience challenges, pain points, and recurring issues, driving effective resolutions and continuous improvement. • Stay up to date on product releases, promotions, and website updates to provide accurate and timely information. • Support high-volume periods including product launches, major drops, and peak seasons as well as critical holiday sales periods such as Christmas, Black Friday etc. • Document customer interactions and resolutions accurately within our internal systems to ensure alignment across teams.