• The NAE will have full P&L responsibility for the Ocado account and will support the National Account Manager on the Amazon 1P account. • Responsible for analysing sales data and digital shelf metrics to provide insights that will inform our commercial strategy. • Develop strong working relationships with key direct contacts at Amazon and Ocado, particularly within buying, promotions, logistics, and planning teams. • Ensure clear and concise communication with internal and external stakeholders. • Responsible for the creation, execution, and compliance of all promotional activities on Amazon and Ocado. • Responsible for completing all necessary administrative tasks in a timely and accurate manner.

• Oversee, strategize and deliver all copywriting and content tasks. From social media posts, to email copy, landing page, advertorials, Facebook Ads, Video Scripts, blog posts, product pages, avatar research/creation and more. • Coordinate with our marketing and creative teams to streamline our design, ads and video production processes. • Emphasis on marketing angles, ad copy creation, video scripts, and other tasks related to marketing and sales performance. • Write clear, attractive copy with a distinct voice • Edit and proofread copy as needed • Use direct response marketing principles

• Track daily KPIs critical for business decisions and efficiency • Review and resolve Amazon cases • Manage freelancers and virtual assistants for projects like website development and content creation • Pull reports, record and verify invoices, and assist with financial tasks • Communicate with manufacturers and ensure smooth operations • Monitor and analyze marketing performance, implementing strategies with the team • Support expansion efforts into new marketplaces like Walmart and TikTok • Solve problems and handle ad hoc tasks as needed • Build SOPs for different Team Members (CS, Supply Chain etc.) • Monitor and optimise the Supply Chain operations (overseeing) • Ensure the core team is accountable and working efficiently

• Deliver exceptional customer service via email, phone and live chat. • Manage orders, returns, refunds, shipping, and administrative updates with accuracy. • Respond to product enquiries, using fitment guides and brand resources to provide accurate recommendations. • Investigate “Where is my order?” (WISMO) queries, including follow-ups with shipping providers. • Apply goodwill gestures, such as credits, in line with customer satisfaction guidelines. • Maintain up-to-date records across systems and processes, using Salesforce Service Cloud. • Participate in daily check-ins with the second-in-command and team meetings via Slack/video call. • Collaborate with the onshore Customer Service team, escalating complex issues as needed. • Build strong customer loyalty and retention by delivering personalised, solution-focused service and ensuring customers feel valued throughout their journey. • Upsell and promote in-house brands by recommending suitable products and highlighting their value to drive repeat purchases. • Uphold the company’s casual, down-to-earth tone across all brands. • Continuously learn, adapt, and improve workflows to enhance efficiency and service quality.