• Launch, track and maintain product on assigned retailer website/s • Utilize excel templates, retailer portals and/or PIM systems to ensure all requirements are met prior to items launching • Process specification, pricing and imagery updates, ensuring items go-live within documented time frames • Analyze content using retailer portals, sales reports and audits, acting upon further optimization strategies • Assess product accuracy through various site audits, ensuring content, pricing, imagery and placement are optimized for prime searchability • Collaborate directly with Account Management partners to drive and implement retailer merchandising and sales strategies • Ensure consistent updates and communication are provided to both our brands and retail partners • Partner with Brand Content team to ensure retailer requirements are communicated, updated and optimized to boost sell through • Manage large project workload through diligent prioritization, exercising flexibility with varying business needs and communicating updates to internal partners • Monitor and seek constant improvement upon KPIs and SLAs, ensuring timelines are adhered to and quality metrics align with requirements • Act as an innovator for new processes and procedures, continuously focusing on business driving improvements and initiatives • Perform various ad-hoc projects relevant to assortments and/or retailer requests • Meticulously track projects and metrics, including; Product launches and updates, Varying ad-hoc projects, Assortments on all retailer partner(s)

• Own and optimize end-to-end customer support and CX operations within an e-commerce environment • Personally handle and resolve complex, high-ticket, or escalated AI-assisted support cases to ensure customer satisfaction • Lead customer onboarding processes to ensure fast time-to-value and strong early customer engagement • Manage and continuously improve Zendesk ticket workflows, SLAs, macros, triggers, and automations • Analyze support data and CX metrics to identify trends, root causes, and improvement opportunities • Implement, manage, and optimize AI-driven support tools, including chatbots, automations, and self-service solutions • Collaborate cross-functionally with Product and Engineering to resolve systemic issues and improve product-driven CX • Develop and maintain support documentation, internal playbooks, and customer-facing knowledge bases • Ensure consistent, high-quality customer interactions across all support channels (email, chat, and self-service) • Mentor and guide junior support or CX team members as the team scales

• Lead product strategy for Amazon: define category focus, product roadmap, and launch sequencing • Source products profitably: supplier discovery, negotiations, landed-cost modeling, and margin targets • Own listing creation and optimization: positioning, keyword strategy, conversion improvements, and catalog quality • Build operational plans for inventory and fulfillment (FBA primary; FBM/3PL where strategic) • Drive performance through metrics: contribution margin, pricing, inventory health, and ad efficiency (as needed) • Establish repeatable processes for scaling and prepare to hire/support a small team over time

• Responsible for product uploads and merchandising of the website. • Work closely with the eCommerce Manager on improving customer experience, conversion and SEO strategies. • Analyse and report on customer behaviour and website performance. • Provide support with photoshoots by researching locations, photographers and stylists.