Pro Coffee Gear

Role Description This isn't a ticket-closing role. We're looking for someone who takes genuine ownership of the customer experience — from the moment a client places an order to long after they've set up their equipment and are serving their first cup. As our Customer Success Specialist, you'll be the operational and relational backbone of our post-sales experience. You'll lead a team, shape our processes, and ensure every client interaction reflects the quality of the products we sell. You'll work cross-functionally with sales, logistics, marketing, and technical partners — and you'll have real authority to improve how things work. If you're energized by solving complex operational problems, building systems that scale, and genuinely caring about the people you serve, this role was built for you. What You'll Be Responsible For: - Customer Success & Team Leadership: Own the full customer journey and lead the team that delivers it — setting KPIs, coaching performance, and building a culture where every client issue gets resolved with urgency and care. - Sales Enablement & Channel Coordination: Support the consultative sales process through client communications across email, SMS, and social platforms, overseeing accurate quote and invoice creation via Shopify and QuickBooks, and helping coordinate third-party and social commerce channels alongside marketing and sales. - Post-Sales Operations: Ensure the handoff from sale to satisfied customer is seamless, handling client onboarding, equipment setup, ongoing inquiries, and facilitating accessory or parts orders — including specialty items not in the catalog. - Logistics, Damages & Returns: Own communication and resolution when things go wrong — damaged shipments, return claims, logistics delays — working closely with logistics teams to move fast, communicate clearly, and turn frustrating moments into trust-building ones. - Process Improvement: Identify recurring issues and fix them for good by designing new workflows, proposing automation, or rallying cross-functional partners around better methods. Qualifications - At least 5 years in a client-facing operations or customer success role, with 2+ years leading a team. - Experience with Shopify or similar tools. - Strong communication skills, both in writing and conversation, with analytical instincts to spot patterns and act on them. - Experience in e-commerce operations is essential. - Familiarity with professional coffee equipment or the specialty coffee industry is a plus; a genuine passion for coffee is beneficial. Benefits - A remote-first, globally distributed team and flexible work environment. - The opportunity to lead a high-impact function within a fast-growing brand. - A collaborative, passionate culture driven by innovation and a love for coffee.

The Marketplace Manager is responsible for driving the growth, optimization, and performance of our product catalog across all non-Shopify marketplaces, including Amazon, eBay, Walmart, Shopify Shops, Meta, Pinterest, and others. This role is focused on defining and executing strategies to grow marketplace sales, optimize product visibility, and ensure competitive pricing and promotions, all while working closely with the Merchandising Manager, Marketing, and Operations teams. The Marketplace Manager will use data-driven insights to optimize listings, monitor competitive positioning, and ensure brand consistency across platforms. Success in this role means accelerating marketplace growth, optimizing product listings for conversions, and building a strong, competitive presence across key marketplace platforms that drives sustainable revenue growth.

We’re hiring a Paid & Performance Marketing Lead to own the strategy, performance, and evolution of paid acquisition at PCG. This role will manage and lead our existing Google and Meta ad agencies, while also setting the roadmap to progressively bring paid media in-house as the business scales. You will be the single owner of paid performance — accountable for results, agency direction, channel expansion, and long-term capability building. What You'll Own: 1. Paid Media Ownership & Agency Leadership - Own overall paid media strategy and performance across Google Ads (Search, Shopping, Performance Max, YouTube) and Meta (Facebook & Instagram) - Act as the primary owner and point of accountability for external paid media agencies, channel-level strategy and prioritization, and budget allocation and pacing - Set clear goals, KPIs, and expectations for agencies - Review performance, challenge assumptions, and approve strategy - Ensure agency work aligns with PCG business goals, merchandising priorities, and creative and brand standards - You are not a passive agency manager — you own the outcome 2. Transition from Agency-Led to In-House Execution - Assess what should remain agency-managed vs brought in-house - Build a roadmap to reduce agency dependency over time and increase internal ownership of strategy and execution - Personally execute and optimize campaigns where appropriate - Define tooling, processes, and documentation required to scale in-house - Hire or develop additional paid media support as needed 3. Google Ads (Primary Revenue Channel) - Own Google Ads performance end-to-end, whether executed by agency or in-house: brand, non-brand, and SKU-level search; shopping and feed optimization; Performance Max (with strict controls); YouTube for upper-funnel education - Partner with merchandising to prioritize SKUs, manage inventory constraints, and support launches, refurbished inventory, and clearance - Ensure strong alignment between search intent, landing pages, and conversion tracking 4. Meta Ads (Demand Creation + Retargeting) - Own Meta strategy across prospecting (education-driven, high-intent audiences), retargeting (site, CRM, engagement-based), and product launches and promotional bursts - Direct creative strategy in partnership with internal creative teams - Review and approve creative testing plans and results - Ensure Meta is used to create demand, support high-AOV consideration cycles, and feed lifecycle marketing 5. Channel Expansion & Experimentation - Own testing and expansion into additional paid channels: Reddit, LinkedIn (wholesale, restaurant operators), affiliate and partner marketing, and influencer whitelisting/paid creator ads - Decide when experiments are agency-led vs in-house - Define clear hypotheses, success metrics, and scale/kill decisions 6. Measurement, Reporting & Forecasting - Own performance reporting across all paid channels and agencies - Track and optimize toward blended MER, contribution margin, paid revenue vs plan, and lead revenue conversion (30/60/120 days) - Build clear weekly and monthly reporting for leadership - Ensure attribution, tracking, and data integrity are solid and improving 7. Cross-Functional Leadership - Partner closely with merchandising (inventory, pricing, promotions), lifecycle marketing (email/SMS, lead nurturing), creative (ads, landing pages, messaging), and sales/wholesale (lead quality, follow-up loops) - Translate company goals into actionable paid media strategy - Represent paid media in planning, launches, and retrospectives What Success Looks Like: First 3–6 months - Clear ownership and accountability over agency performance - Strong visibility into spend, performance, and ROI - Improved alignment between paid media, merch, and creative 6–12 months - More paid execution owned internally - Reduced agency dependency without performance loss - At least one new paid channel successfully tested - Paid media viewed as a predictable, scalable growth engine

The Marketplace & Merchandising Manager owns the performance, quality, and scalability of our online product catalog across all sales channels, including Shopify, Amazon, eBay, and Walmart. This role is responsible for accelerating time-to-market for new listings, ensuring competitive and profitable pricing, and delivering a consistent, high-quality brand experience across platforms. This manager will lead a team of 4-6 and build scalable workflows, quality standards, and performance metrics to maximize revenue, improve conversion, and strengthen multi-channel visibility. Success in this role means faster listings, smarter pricing, and a best-in-class marketplace presence that drives sustainable growth Responsibilities: - Review Offer Competitiveness: Continuously evaluate our product offers against key competitors across all marketplaces to ensure we are competitively positioned on price, shipping, promotions, and value. Identify gaps and opportunities where adjustments are needed to win conversion while protecting margin. - Own Merchandising Decisions (Sales, Promotions, Discounts): Make data-driven decisions on sales, promotions, and discount strategies across channels. Balance revenue growth, inventory goals, and margin targets while aligning promotions with marketplace dynamics and business priorities. - Set Team Priorities and Create Execution Tickets: Translate merchandising strategy into clear, actionable priorities for the Parts Specialist, Listings Specialist, QA Specialist, and A+ Content Lead. Create and manage tickets that define scope, urgency, and success criteria to ensure efficient execution across the team. - Review Marketplace Performance and Identify Improvements: Monitor performance across all marketplaces (Shopify, Amazon, eBay, Walmart), including revenue, conversion, visibility, and operational metrics. Identify underperforming areas, diagnose root causes, and define improvement plans to drive continuous optimization. - Evaluate and Approve New Product Onboarding: Review new products and inventory opportunities to determine readiness and priority for onboarding across Shopify and marketplaces. Assess product fit, demand potential, competitive landscape, and operational feasibility to maximize return on new listings.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Marketplace & Merchandising Manager owns the performance, quality, and scalability of our online product catalog across all sales channels, including Shopify, Amazon, eBay, and Walmart. This role is responsible for accelerating time-to-market for new listings, ensuring competitive and profitable pricing, and delivering a consistent, high-quality brand experience across platforms. This manager will lead a team of 4-6 and build scalable workflows, quality standards, and performance metrics to maximize revenue, improve conversion, and strengthen multi-channel visibility. Success in this role means faster listings, smarter pricing, and a best-in-class marketplace presence that drives sustainable growth. - Review Offer Competitiveness: Continuously evaluate our product offers against key competitors across all marketplaces to ensure we are competitively positioned on price, shipping, promotions, and value. Identify gaps and opportunities where adjustments are needed to win conversion while protecting margin. - Own Merchandising Decisions (Sales, Promotions, Discounts): Make data-driven decisions on sales, promotions, and discount strategies across channels. Balance revenue growth, inventory goals, and margin targets while aligning promotions with marketplace dynamics and business priorities. - Set Team Priorities and Create Execution Tickets: Translate merchandising strategy into clear, actionable priorities for the Parts Specialist, Listings Specialist, QA Specialist, and A+ Content Lead. Create and manage tickets that define scope, urgency, and success criteria to ensure efficient execution across the team. - Review Marketplace Performance and Identify Improvements: Monitor performance across all marketplaces (Shopify, Amazon, eBay, Walmart), including revenue, conversion, visibility, and operational metrics. Identify underperforming areas, diagnose root causes, and define improvement plans to drive continuous optimization. - Evaluate and Approve New Product Onboarding: Review new products and inventory opportunities to determine readiness and priority for onboarding across Shopify and marketplaces. Assess product fit, demand potential, competitive landscape, and operational feasibility to maximize return on new listings. Qualifications - Knowledge of Multi-Channel Marketplace Management (Shopify, Amazon, eBay, Walmart) - Pricing Strategy & Competitive Analysis - Catalog & Listing Management - Performance Analytics & Reporting - Workflow & Ticketing Systems - Promotions & Discount Management - Marketplace Policies, Compliance & QA - Bonus: SEO & Content Optimization Requirements - Strategic Merchandising & Decision-Making - Data-Driven Analysis & Problem Solving - Cross-Functional Team Leadership - Prioritization & Execution Management - Competitive & Market Awareness - Process Design & Workflow Optimization - Attention to Detail & Quality Control - Clear Communication & Stakeholder Alignment - Ownership & Accountability - Continuous Improvement Mindset Benefits - Flexible schedule with opportunities for growth - Work remotely from the comfort of your own home - Join a dynamic and passionate international team in the exciting world of coffee

Customer Success Leadership - Own the end-to-end customer experience and define scalable customer success strategies to support growth. - Establish and track KPIs, processes, and team goals aligned with business objectives. - Build, manage, and mentor a high-performing customer success team, including support, aftersales, and service coordination. Sales Enablement & Channel Coordination - Enable the consultative sales process through client communications across email, SMS, and social platforms. - Oversee accurate and timely quote and invoice creation using Shopify, QuickBooks, and other tools. - Support third-party and social commerce sales channels in coordination with marketing and sales teams. Post-Sales Operations & Aftersales Support - Manage client onboarding and equipment setup, coordinating installations with technical service partners. - Respond to customer inquiries regarding product use, service needs, and ongoing support. - Facilitate additional orders of accessories, filters, or parts, including sourcing specialty items not listed online. Shipping, Damage, and Returns Management - Lead customer communications related to logistics, damages, and return claims. - Work with logistics teams to ensure fast, clear resolutions and optimize related processes. Process Improvement - Monitor recurring operational pain points and identify opportunities for automation or process streamlining. - Collaborate cross-functionally to implement improvements that enhance internal efficiency and client experience.

• Own overall paid media strategy and performance across Google Ads and Meta • Act as the primary owner and point of accountability for external paid media agencies • Assess what should remain agency-managed vs brought in-house • Personally execute and optimize campaigns where appropriate • Own Google Ads performance end-to-end • Own Meta strategy across prospecting and retargeting • Own testing and expansion into additional paid channels • Track and optimize toward blended MER and contribution margin • Partner closely with merchandising and lifecycle marketing

• Own overall paid media strategy and performance across Google Ads (Search, Shopping, Performance Max, YouTube) and Meta (Facebook & Instagram) • Act as the primary owner and point of accountability for external paid media agencies • Own Google Ads performance end-to-end • Own Meta strategy across prospecting and retargeting • Own testing and expansion into additional paid channels • Own performance reporting across all paid channels and agencies • Partner closely with merchandising, lifecycle marketing, creative, and sales/wholesale teams

• Own overall paid media strategy and performance across Google Ads and Meta • Act as the primary owner and point of accountability for external paid media agencies • Own Google Ads performance end-to-end • Own Meta strategy across prospecting and retargeting • Own testing and expansion into additional paid channels • Own performance reporting across all paid channels and agencies • Partner closely with merchandising and creative teams

• Own overall paid media strategy and performance across Google Ads and Meta • Act as the primary owner and point of accountability for external paid media agencies • Assess what should remain agency-managed vs brought in-house • Personally execute and optimize campaigns where appropriate • Own Google Ads performance end-to-end • Own Meta strategy across prospecting and retargeting • Own testing and expansion into additional paid channels • Own performance reporting across all paid channels and agencies • Partner closely with merchandising, lifecycle marketing, creative, and sales/wholesale teams • Represent paid media in planning, launches, and retrospectives