• Provide omnichannel support via phone, email, live chat, and Freshdesk ticket management • Handle inquiries related to move-in logistics, delivery coordination, order status, account updates, returns, and billing • Resolve standard Tier I issues independently using SOPs and knowledge base resources • Escalate complex issues (medical/safety concerns, delivery failures, missing/damaged items, billing discrepancies) to Tier II with clear documentation • Maintain detailed and accurate ticket notes, following escalation pathways and communication guidelines • Prioritize accuracy and consistency over speed, especially during peak move-in periods • Coordinate with internal Operations teams as needed.

Role Description - Entwicklung und Wartung von Shopify Apps (Custom Apps & Erweiterungen) - Umsetzung von Backend-Logiken (z. B. Warenkorb-Logik, Bundles, Upsells, Discounts, Automationen) - Arbeit mit Shopify APIs (REST & GraphQL), Webhooks und externen Services - Anbindung und Integration externer Tools, Payment-, Versand- oder Marketing-Systeme - Technische Konzeption neuer Features inkl. Datenmodellierung - Frontend-Umsetzung der entwickelten Logiken in Shopify Themes (Liquid, JS, CSS) - Enge Zusammenarbeit mit Design, Marketing & Produkt Qualifications - Erfahrung in der Shopify App- oder Backend-Entwicklung - Sehr gute Kenntnisse in Shopify APIs, Webhooks & App-Architekturen - Erfahrung mit Backend-Stacks wie Node.js oder vergleichbar - Sicherer Umgang mit Liquid, JavaScript, CSS & HTML für die Frontend-Integration - Verständnis für E-Commerce-Flows, Performance & Skalierbarkeit - Strukturierte, saubere und dokumentierte Arbeitsweise - Eigenständiges Denken, Lösungsorientierung und hoher Qualitätsanspruch - Erfahrung mit Git, CI/CD und modernen Entwicklungsprozessen von Vorteil Benefits - 100 % Remote-Arbeit - Faire, leistungsorientierte Bezahlung - Langfristige Zusammenarbeit in einem wachsenden Premium-Brand - Technisch anspruchsvolle Projekte mit viel Gestaltungsspielraum - Klare Prozesse, kurze Entscheidungswege, keine Agentur-Hektik - Zusammenarbeit auf Augenhöhe in einem fokussierten, motivierten Team - Möglichkeit, Kernsysteme und Architektur aktiv mitzugestalten

Role Description Scriveiner is entering its next chapter: building from a well-established, award-winning brand into a globally recognised name in accessible luxury. New markets, new product ranges, and a rapidly growing direct and retail footprint mean the business needs people who are as good at building systems as they are at running them. The Marketing & Ecommerce Assistant is the connective tissue of our marketing and commercial operations. This is the role that keeps the engine running: - Ensuring the Shopify catalogue is flawless. - Keeping the retailer pipeline active and accurately tracked. - Delivering weekly reporting that tells a clear, actionable story. It is not a support role. It is an ownership role. Scriveiner operates and sells globally, and as the brand expands into new markets, the coordination and localisation demands of this role will grow with it. What You Will Own - Own the Shopify catalogue end to end: product uploads, descriptions, imagery, pricing, tagging, and collections, with a zero-tolerance standard for accuracy across all live listings in every active market. - Keep the retailer outreach tracker live and current across all regions, logging every conversation, follow-up, and next action so no pipeline relationship goes cold. - Produce the weekly ecommerce report autonomously, without prompting, delivering clean, action-oriented performance data that the business can act on immediately. - Coordinate new market and product launch asset production, managing timelines, briefing designers and translators, and ensuring all creative and localisation requirements land ahead of launch windows with zero gaps. - Draft and send trade communications to prospective and existing retail partners across all active territories, written to Scriveiner brand standards, not to a template. - Build and maintain ecommerce dashboards that give real, useful visibility into what is working and what needs attention. - Flag risks and anomalies proactively: Shopify discrepancies, performance dips, asset gaps, or retailer conversations going cold, before they become problems that need escalation. Qualifications - Hands-on Shopify experience: you have managed a live store and understand catalogue management, product uploads, pricing, and data accuracy in practice, not just in theory. - Organisational ability that closes loops without prompting. You track your own work, know what is outstanding, and get things finished. - Confidence with data: comfortable building dashboards, maintaining trackers, and presenting performance in a way that tells a clear story. - Strong written English, capable of drafting trade communications and brand-consistent copy that does not need a round of editing before it goes out. - Ability to manage several concurrent workstreams across different markets without losing detail in any of them. - AI-literate and comfortable using tools, whether for writing, reporting, or workflow automation, to work more efficiently. Requirements - Experience in wholesale, retail account management, or trade marketing. You understand how retailer relationships work in practice. - Exposure to multi-market or international marketing operations, including asset localisation and translation management. - Background in a premium, lifestyle, or gifting brand where attention to presentation and brand standards is non-negotiable. - Experience using analytics platforms beyond spreadsheets: Shopify analytics, Google Analytics, or similar. What Success Looks Like - The Shopify catalogue is 100% accurate at all times across every active market: every product live, correctly described, correctly priced. - The retailer outreach tracker is live and current, with no conversations going cold and every pipeline contact properly followed up. - The weekly ecommerce report is produced every week, on time, without being asked, and tells a story the business can act on. - New market asset coordination runs on schedule, with all creative and localisation requirements delivered ahead of launch windows. - Risks, whether a listing error, a performance anomaly, or a missed follow-up, are flagged before they need to be caught by someone else. Key Working Relationships - Head of Marketing: direct line manager. You free them from operational bottlenecks and keep every system running without escalation. - Creative / Brand team: coordinate on asset production, product imagery, and brand-consistent communications. - Ops / Warehousing: coordinate Shopify inventory alignment. - Retail partners and prospects: day-to-day trade communication and outreach administration. - Founders: occasional visibility on pipeline and reporting outputs. Benefits - £25,000 – £35,000 base salary per annum, dependent on experience. - Fully remote position. - Some international travel required (frequency to be agreed based on business needs and market priorities). - The tools and support you need to do the job properly, in a well-resourced and highly profitable business. - Welcome gift: a curated selection of Scriveiner products.

• Own the overall marketing P&L for AU and US Shopify • Set and defend MER, CAC, blended ROAS, AOV, LTV, and revenue targets • Diagnose performance issues across the funnel and direct the team's response • Make data-driven decisions about budget allocation, channel mix, and growth priorities • Manage and develop four direct reports with weekly 1:1s, clear KPIs, and performance reviews • Set the team's weekly cadence: stand-ups, trading reviews, debriefs • Brief the media buyer on budget guardrails, kill/scale rules, and creative testing priorities • Brief the content creator on UGC angles, hooks, scenes, and deliverables • Hold the team accountable to deadlines, KPIs, and quality standards • Personally write and review creative briefs, test plans, and trading reports • Pull and interpret data across Shopify, GA4, Klaviyo, Meta Ads Manager, and Google Ads • Lead CRO improvements on product pages, checkout flow, and the mobile experience • Own product launch playbooks end-to-end — briefing, timing, channel sequencing, post-launch review • Improve email and SMS lifecycle flows in Klaviyo for retention, AOV, and LTV • Step into operational work during fires (creative fatigue, MER drops, stockouts, launches) • Deliver monthly reports to the founder team: MER trends, CAC/LTV trends, brand search volume, creative learnings, budget vs. plan, and key wins/losses • Review and challenge the media buyer's weekly performance reports • Communicate directly and proactively with the founder team