• Primary agency contact for clients • Direct communication with clients and development of ideas to increase sales • Operational tasks in Seller Central and Vendor Central accounts • Managing approximately 8–10 clients on an ongoing basis • Development of high-resolution product images in collaboration with designers

Role Description The Consumer Services & Community Coordinator will take ownership of customer service communications across email and social platforms, ensuring customers receive timely, professional and brand-aligned support. Over time, the role will expand into community engagement, customer insight gathering, proactive communication support, and management of customer-generated content and permissions. This is a written-only support role with no phone responsibilities. Core Responsibilities (Initial Focus) - Manage customer enquiries via email and Facebook using Freshdesk - Respond to order queries (WISMO), refunds, delivery delays and general support requests - Handle social media messages and comments, primarily on Facebook - Liaise with internal departments to gather accurate information for customers - Escalate issues thoughtfully and appropriately when required - Maintain clear and organised records within Freshdesk or related systems - Ensure all communication is professional, empathetic and aligned with brand tone Community & Growth Responsibilities (As Role Develops) - Manage customer-submitted photos and content for use across social media, email marketing and website channels - Log customer submissions and maintain organised records - Record and track customer permissions for content usage - Track where customer assets are used across platforms - Ensure assets can be easily located and removed if permissions are withdrawn - Support broader community engagement initiatives - Use AI and reporting tools to identify common customer issues and trends - Flag situations where proactive customer communication may be required (e.g. product delays) - Summarise customer feedback, sentiment and recurring themes for senior management Qualifications - Excellent written English communication skills - Strong customer service experience across email and social channels - Hands-on Shopify experience - Previous fully remote work experience - Ability to work independently with minimal supervision - Calm, professional judgement in public-facing communication - Strong organisational and administrative skills Requirements - Experience using Freshdesk or similar ticketing systems such as Zendesk or Gorgias - Previous experience within a DTC ecommerce brand - Experience supporting collector, fan or community-driven brands - Exposure to social media moderation and community engagement Useful Bonus Experience - Customer content permissions and UGC workflow management - Comfortable using AI tools to identify trends, summarise insights and improve workflows - Experience tracking assets and permissions across marketing channels Role Details - Location: Remote (South Africa preferred) - Hours: Flexible, primarily aligned to UK working hours with some overlap into US hours - Contract Type: Temporary with strong potential to become permanent - Reporting Line: Marketing & Ecommerce Manager (UK-based) Ideal Candidate Profile - Highly organised and detail-oriented - Comfortable working autonomously in a remote environment - Customer-focused with excellent written communication skills - Confident handling sensitive customer interactions professionally - Tech-savvy and adaptable to ecommerce support tools and AI-assisted workflows - Interested in community engagement and customer experience within a passionate fan or collector audience

• Serve as the "connective tissue" between client’s business stakeholders and engineering team • Involve in delivery of a white-label B2B e-commerce platform for a leading US-based company in the promotional products industry • Work on high-complexity Brownfield modernization program that integrates with multiple legacy systems (ERP, inventory, pricing) and global marketplaces like Amazon and Walmart • Ensure seamless coordination between business intent and technical execution • Enjoy solving complex technical problems across multiple domains and improving entire systems

• Own site performance and conversion rate optimization (CRO) strategy and execution. • Develop testing hypotheses, run A/B tests, and implement learnings using tools such as Optimizely, Convert, or similar platforms. • Identify opportunities to improve conversion, customer experience, and onsite engagement. • Analyze ecommerce performance data and provide insights to inform optimization priorities. • Maintain and update product detail pages (PDPs) across the ecommerce site. • Manage new product launches and ensure accurate, optimized product presentation. • Own site merchandising strategy to ensure key products are strategically showcased. • Collaborate with marketing, product, and customer teams to align the ecommerce experience with broader business initiatives.