Ariat Europe Limited

Email Marketing Manager

• Assist in planning, designing, building and deploying email campaigns.
• Build and maintain email templates adhering to best practices.
• Execute tests to continually optimise performance, from open and click-through rates to conversions.
• Communication with external translation agency to maintain email campaigns in English, German and French.
• Assist with lead generation strategies to drive email acquisition and initiatives to drive awareness of our membership programme to grow the membership base.
• Assisting with segmentation, personalisation and retention strategies.
• Assist in creating and managing automated flows, triggered campaigns, and customer journeys.
• Working closely with our Customer Services team to drive customer satisfaction, analysing our Customer Reviews platform.
• Working closely with Email Marketing Exec and Senior Ecom Manager to monitor and continually drive-up Customer Lifetime Value.
• General assisting the Ecom team in maintaining the website, its content, and usability, aligned with our strategy as a premium retailer throughout Europe.
• Maintain our shared ecom marketing calendar.
• Building and maintaining professional working relationships with colleagues across the UK and US business, our team of developers plus external agencies.
• Support on Ecommerce development roadmap, user testing for new releases, raising issues and tickets in our Jira system.
• Working closely with Marketing, Product, Demand Planning, and US teams as required.
• Promo code, campaign management and set-up.
• Any other ad hoc duties as required.

Email Marketing, CRM Assistant

Customer Support

• Reply to pre-order questions about product specifications and availability via phone, email, and other channels.
• Process Consumer and Retailer Warranties as required and within timely manner.
• Provide guidance across the online ordering process when required.
• Address and resolve post-order queries or actions regarding payment, shipping, stock allocation, invoicing, and delivery.
• Process website returns and credits in a timely manner, ensuring customer satisfaction is achieved and process fluency is maintained at all stages.
• Utilise a variety of software programs to resolve return queries and returns issues at the warehouses.
• Work within KPI framework as defined by Team Leader.
• Perform daily fraud checks, highlighting any potentially fraudulent transactions and intervening when necessary.
• Perform daily order checks to ensure orders and returns from Salesforce and the Bleckmann Return Portal are processing correctly into the back-office systems and identify potential issues.
• Coordinate closely with the Area Managers, Ecommerce, finance and other teams across the business as needed.
• Support colleagues as and when required.
• Participate in all other duties and special projects as assigned.

Customer Service Specialist – D2C

• Work closely with the Senior Customer Service specialists and Team leader to ensure all processes are correctly adhered to in order to resolve a variety of customer service queries.
• Build a relationship with and co-ordinate closely with the Area Managers and Finance to best service customers, predominately of a defined region.
• Pro-actively build relationships with Key Accounts, to maximise order book and deliver goods efficiently.
• Manage order book predominantly for a defined region of accounts, maximising timely shipments and communicating live items as required to customers.
• Reply to pre-order questions about product specifications and availability via phone, email, and other channels.
• Provide guidance across the Elastic ordering process when required.
• Address and resolve post-order queries or actions regarding payment, shipping, stock allocation, invoicing, and delivery.
• Work within KPI framework as defined by Team Leader.
• Utilise a variety of software programs to resolve customer queries and manually complete orders when required.
• Perform daily order checks to ensure orders from Elastic are processing correctly into the back-office systems and identify potential issues.
• Support colleagues, team leader and Customer Service Manager as and when required.
• Participate in all other duties and special projects as assigned.

Customer Service Specialist, B2B

Sales

• Manage and develop an existing portfolio of wholesale accounts
• Identify and open new business opportunities within the territory
• Build strong, long-term relationships with independent retailers
• Conduct regular customer visits and product presentations
• Support customers with merchandising, product knowledge, and sell-through
• Achieve and exceed seasonal sales targets
• Gather market and competitor insights
• Represent the Ariat brand professionally at all times

Junior Area Sales Manager

• To lead the B2B team in the management and delivery of strategic and business customer care KPIs.
• To take team leader responsibility for all aspects of the Customer Service team activities to support the CS Manager to improve business performance, introduce efficiencies and provide excellent customer care within the company values.
• To manage and develop the Wholesale Customer Service team, ensuring team and individual SLAs are met.
• To set objectives and to carry out mid and year end performance reviews of direct reports in line with business performance structure.
• To be responsible for implementing relevant tools and processes for business improvement as well as identifying efficiencies to business processes.
• Provide escalation point to the Senior Customer Service Specialists, gatekeeping all process knowledge for wholesale activities.
• Work with the CS Manager to define the KPI framework for CS Specialists to work within and ensure individuals stay on target.
• Oversee daily order book creation and ensure the wholesale team are actioning appropriately to maximise revenue and Customer Experience while ensuring unfulfilled orders are cancelled down and communicated out as needed.
• To provide support on weekly GAT meetings, ensuring the business maximises opportunity to hit AOP and GAT targets.
• Build an elevated relationship with and co-ordinate closely with the Regional Sales Managers and Finance to best service customers.
• Pro-actively build relationships to support the best service for Key Accounts.
• Support colleagues and Customer Service Manager as and when required.
• Participate in all other duties and special projects as assigned.

Customer Service Team Leader – B2B

Supply Chain

• Assist with the efficient and timely intake of stock into the business
• Liaise with the Logistics Planner to understand flow of inbound stock
• Work with third-party logistics providers to ensure efficient receipt of stock
• Proactively identify and resolve issues or discrepancies within the supply chain process with internal stakeholders, or warehouses
• Assist Merchandise Planning team in the buy process by ensuring all new purchase orders are placed into SAP within agreed timeframes
• Manage best use of stock across channels
• Collaborate with cross-functional teams to gather data insights that drive proactive supply decisions
• Optimise inventory between warehouses & channels (B2B, Ecom) to maximise sales opportunities & align with business requirements
• Regular review & maintenance of consignment fill up orders to support Events & Marketplace
• Maintenance of ECM reservation table in SAP with input from Merchandise Planners
• Work with Planners to review stock transfer opportunities and load into SAP as appropriate
• Accountable for creation of regular reporting related to stock & intake
• Proactively report and communicate product availability issues, delays, and opportunities to keep everyone well informed
• Create regular reports to provide valuable insights to the business on weekly intake, new season launch trackers, and Event stock availability
• Maintain regular reports to inform on KPI metrics – i.e. availability & stock
• Produce bi-weekly EOL reporting to facilitate AMs with clearance of aged stock
• Contribute to ad-hoc reporting needs as required
• Serve as a first point of contact for queries related to stock, inventory position, and flow of goods
• Develop strong relationships with Customer Service, Operations, Finance, and the International Team to ensure smooth operations
• Progress own development, maximising on the job training opportunities to understand the end-to-end product process

Inventory Analyst

Chief Marketing Officer

• Orchestrating a seamless strategic alignment between our sales, marketing and product teams
• Refine and execute a sophisticated omnichannel strategy
• Drive growth across product categories
• Leading the strategic marketing roadmap to grow brand awareness, engagement, and conversion
• Developing the annual marketing strategy and campaign calendars
• Managing, mentoring, and guiding the marketing and events teams
• Setting, managing, and allocating the marketing budget effectively
• Responsible for D2C events
• Conducting market & competitor analysis research
• Monitoring KPIs and analysing campaign performance
• Ensuring consistent branding and communications
• Building strong relationships with agencies and partners
• Owning go-to-market planning and seasonal calendars
• Partnering with B2B Sales to develop campaigns
• Monitoring the competitive landscape and developing strategies
• Overseeing multi-channel campaigns
• Responsibility for the design and implementation of our stand at key strategic shows