Job Description

We are looking to add Customer Engagement Manager to Matrix Backed Portfolio in B2B sector.

It is new global B2B brand, providing seamless access to premium quality, design-led home Dcor. We own every critical function across curation, design, sourcing, consolidation, quality control and logistics, delivering a full-stack experience with ease and transparency to our customers. Founded by a team of curators, creators and ex-Wayfair and Amazon senior leaders, the company is backed by marquee venture capital funds. It exists to improve B2C brands\' sourcing and margin profiles while elevating small batch manufacturers. We\'re on a mission to optimise Dcor sourcing and inventory management for businesses of all scales, supporting brands in their buying and curation decisions, forecasting and working capital.

The collections include nature-inspired mango and acacia wood accent furniture, marble, agate and rose quartz-top end tables, handcrafted bone-inlay coffee tables, and diverse handwoven wool and jute rugs including an inspiring new range of Kilims.

We are looking for a Customer Engagement Lead - India HQ to help us drive our footprint in the UK trading market across independent retailers and buyers.

What You\'ll Do:

- You will own the development of customer cohorts among the wide subset of B2B Home Dcor buyers in the UK, and the development, execution and measurement of personalised comms for each.

- You will drive acquisition, retention, repeat purchase and cross-selling, and be responsible for driving these metrics, along with the Design and Category Teams. You will own the presentation of your campaigns and performance across Weekly, Monthly and Quarterly Business Reviews.

- You will develop, own and execute an annual customer-engagement calendar, including outbound marketing, email campaigns, SEO, trade show based promotions and seasonal event based campaigns such as Summer Sales, Christmas, among others. As part of your remit on SEO, you will ensure we have refreshed and relevant content seeded across our website and social platforms at regular intervals.

- You will manage storefront merchandising to develop, showcase and measure relevant customer facing collections, including seasonal, style, price based collections. You will run A/B tests and targeted storefront optimisations and own the marketing experimentation roadmap to measure which storefront tactics drive highest views, click throughs and conversion.

- You will work with Design and Sourcing teams to determine the best mix of products to run promotions, campaigns and experiments for. You will in turn be responsible for sharing feedback on which products and campaigns drive the highest customer traction and conversion.

- You will further develop our brand tone and visual identity to ensure all comms from us to its customers have a distinct voice. You will support the development of the brand guidelines.

- You will manage a team of two junior members, comprising an Associate Graphic Designer and an Associate Content Writer, and be responsible for their performance, delivery of workstreams, as well as their professional growth.

- Both team members will have their roles split between supporting Marketing and Catalogue Development.

Who You Are:

- An online marketing professional with 6-10 years experience leading customer engagement roles within an ecommerce/ online marketplace background.

- You thrive while working independently and are able to bring thought leadership and structure, building concrete plans and executing against them in ambiguous settings.

- You have sound knowledge of tools and platforms across email marketing, SEO, Google Analytics and storefront merchandising optimisations. You do not rely on external agencies and are able to own end-to-end customer facing campaigns.

- Knowledge of social media marketing is preferred but not a requirement.

- You are customer obsessed and have keen knowledge and understanding of developing and targeting customer segments using data and analytics.

- You are highly data driven and use all available internal and external sources of data, including industry reports, to inform your day to day campaign decisions.

- You are measurement focused, are able to run quick customer facing experiments, and advise teams across the organisation on best performing campaigns as well as areas of improvement. You are able to present your learnings in the form of simple, clear and decisive next-steps. Your inputs will be vital in informing Design and Sourcing Teams on which collections to develop and showcase across customer segments and seasonal events.

- You are highly proficient in spoken and written English and have prior experience in content or copy writing. You also have prior experience in working with graphic designers or campaign designers and in providing them clear guidance on brand tone and effective campaign visuals.

- You are able to lead a junior team with a hands-on approach to solving problems and providing clear guidance across all graphic design and content writing workstreams.

- You have strong management and leadership skills, strategic and analytical thinking, and high initiative and integrity.

- You exhibit strong communication skills and can interact effectively across diverse internal and external stakeholders.

Our Leadership Principles :

Our Leadership Principles are heavily inspired by Amazon LPs and define the way we think, work, hire, and measure performance. Leaders at all levels of the org demonstrate distinct leadership principles in their day to day, while constantly striving towards getting stronger at others. The LPs below are the foundations on which we are building and look forward to every new hire raising the bar in their adoption and org-wide use.

- Insist on the Highest Standards

Leaders don\'t like mediocrity, they have a very high bar, they strive at all times, they never settle.

- Learnability never expires

Leaders are constantly looking at learning new things, outside of their comfort zone, curious and hungry. This leads to fungibility which is the most elevated state of longevity.

- Have Backbone, Disagree & Commitment

Leaders are obligated to respectfully challenge decisions when they disagree, even when doing so is uncomfortable or exhausting. Leaders have conviction and are tenacious. They do not compromise for the sake of social cohesion. Once a decision is determined, they commit wholly.

- Owner mentality

Leaders show incredibly high levels of ownership, this is their business. They lead by example, earning trust with their stakeholders. They share openly, are vocally self-critical and are candid and direct. They are frugal in all that they do.

- Dreamers and Doers

Leaders Think Big, Think Bold and leave no stone unturned in delivering against the odds. Turning obstacles into stepping stones is second nature, since the dream is relentless in its reality. They think long term and are fine being misunderstood.

- Customer Obsession/ Go Above & Beyond for The Customer

Everything we do, we do working backwards from our customers. Competitors are important, but don\'t pay the bills. Leaders obsess over customers, they go above and beyond in customer service and satisfaction.

- Raise the Bar

In everything that we do, we constantly seek improvement and compounding. We hire people better than ourselves, every single hire raising the bar. Leaders do everything in their control to nurture and foster talent and move them throughout the organisation.

- Simplify, Amplify

Leaders seek to constantly innovate and invent, borrowing from wherever necessary. They are clear minded, and like to simplify and break down complexity, amplifying adoption and reach in the process.

- Bias for Action

Bias towards action, not deliberation. Most decisions are 2-way doors. Leaders value calculated risk taking, move with speed and dislike laissez-faire. Fast experimentation and measurement are second nature to eliminate ambiguity and enable action.

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