GoMacro

Sales

• Lead annual Sales Planning and Key Learnings process
• Develop and operationalize MAPS strategies across all classes of trade
• Partner with Sales leadership for strategy alignment on growth drivers
• Own and evolve trade investment strategy
• Drive trade spend optimization and promotional effectiveness
• Lead Sales inputs into the S&OP process
• Establish and monitor sales KPIs
• Translate syndicated data into actionable insights
• Oversee development of sales tools and reporting dashboards
• Shape the innovation pipeline and lead commercialization strategy
• Continuously evolve Sales Strategy & Planning processes

Senior Director, Sales Strategy and Planning

Customer Support

• Provide courteous, friendly, and accurate support across email, chat, and phone channels.
• Resolve consumer inquiries regarding account/orders, product inquiries, subscriptions, promotions, and website navigation.
• Maintain GoMacro’s brand voice and uphold The GoMacro Way in every interaction.
• Meet or exceed customer care metrics, including accuracy, sentiment, and CSAT.
• Navigate Shopify and Shipbob to update orders, process replacements or refunds, and manage order changes.
• Coordinate with ShipBob and internal teams regarding damaged, delayed, or missing shipments.
• Accurately follow processes for lost-package claims and quality escalations.
• Serve as a power user of Gorgias, ensuring correct ticket tagging, categorization, and documentation.
• Leverage macros, help docs, resource tools (Grammarly) and SOPs to maintain consistency and efficiency through all consumer communications.
• Identify and report system issues (Shopify, Recharge, Gorgias, ShipBob) to the Customer Care Supervisor or Manager based on consumer feedback.
• Collect and document quality concerns, including lot numbers, photos, descriptions, timestamps, and purchase details.
• Collaborate with Quality Assurance to ensure accurate and timely reporting of product trends.
• Support cross-functional teams with helpful consumer insights to guide product and operational improvements.
• Participate in team meetings, training sessions, and special projects aimed at improving the consumer experience.
• Other duties as assigned by the supervisor.

Senior Director, Sales Strategy and Planning

Customer Care Specialist