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SUMMARY: The E-Commerce Customer Support Specialist plays a pivotal role in ensuring a seamless, customer-first digital experience. This position is focused on providing advanced online customer service, resolving escalated issues, and supporting the accuracy and effectiveness of our e-commerce operations. In addition to customer interaction, this role is responsible for product merchandising activities to maintain accurate, complete, and optimized product information across the website. This position is ideal for an experienced professional who thrives at the intersection of customer service, digital platforms, and product data management, with the ability to improve both customer satisfaction and online sales performance. EDUCATION & EXPERIENCE: • BA/BS degree in Business, Marketing, Communications, or related field (or equivalent experience)., • 1-3 years of experience in online customer service, e-commerce operations, or digital product management., • Familiarity with CRM platforms (Microsoft Dynamics, NetSuite, Salesforce, or similar) and ERP systems., • Experience with marketing automation tools (HubSpot or equivalent)., • Proficiency in web content management systems and product merchandising., • Experience with web analytics tools (Google Analytics, GA4, or equivalent). KEY COMPETENCIES: • Customer Excellence: Skilled in managing escalated service issues, delivering fast, professional, and empathetic resolutions., • Product Merchandising Expertise: Ability to maintain product accuracy, enrich product content, and ensure complete information is visible to customers., • Digital Fluency: Proficient with ERP, CRM, chat portals, and e-commerce CMS systems., • Analytical Thinking: Use data to identify service bottlenecks, product information gaps, and areas for improvement., • Cross-Functional Collaboration: Work closely with Marketing, IT, Product, and Operations to optimize both customer support and product content., • Communication: Clear, professional written and verbal communication tailored for customer-facing and internal audiences., • Adaptability: Comfortable handling shifting priorities and managing high-demand periods in digital operations. ESSENTIAL RESPONSIBILITIES: • Serve as a senior escalation point for complex customer service issues across online channels (chat, email, portal)., • Manage inquiries related to orders, account issues, product availability, and service support., • Oversee web chat portal operations to ensure consistent, high-quality engagement with online customers., • Partner with Marketing and IT to identify and implement website and service functionality improvements., • Support customer retention through service excellence, proactive resolution of issues, and ensuring an easy online experience., • Perform product merchandising tasks:, • Audit product listings for accuracy, completeness, and compliance with standards., • Enrich product content with specifications, descriptions, images, and documentation., • Ensure products are searchable, properly categorized, and optimized for user experience., • Develop and maintain reporting dashboards on customer service metrics and product data accuracy., • Provide insights on recurring service and product information issues to guide long-term improvements.

About Us Mitchell & Stones act as an outsourced marketing department for organisations across the UK and Europe. Our clients trust us to consult and strategise on all areas of their marketing activity, and using our in-house team and trusted partners, we execute those strategies to help our clients meet their goals and grow. We’re not your standard digital agency. We’re changing the way companies work with external partners by offering a comprehensive, embedded marketing solution. Our clients see us as an extension of their team — a trusted advisor and delivery partner — and we love flexing our creative and strategic muscles to drive powerful, long-term results. Our Culture At Mitchell & Stones, you’ll find a team that thrives on collaboration, creativity, and continuous improvement. We believe in curiosity and courage — asking the hard questions, trying new things, and always striving to be better. We don’t settle for “how it’s always been done.” We celebrate initiative, support each other’s growth, and see every challenge as an opportunity. The Ideal Candidate We’re looking for an experienced, proactive and client-focused Senior Account Manager with a strong digital marketing background and exceptional relationship management skills. You’ll have experience leading client accounts, managing teams, and overseeing a range of digital services including paid media, content, SEO, social and creative production. You’ll be a confident communicator, capable of owning client conversations, leading performance reviews, and guiding strategic direction. Most importantly, you’ll care deeply about your clients’ success and understand the value of consistency, quality and innovation in service delivery. On a personal level, you’ll be organised, commercially minded, emotionally intelligent and passionate about marketing. You’ll be eager to lead, support and inspire those around you while maintaining high standards and a solutions-first attitude. How We Work We operate a hybrid working model. This allows you to split your working week between the office and working remotely, depending on your preferences and workload. The Role As a Senior Account Manager at Mitchell & Stones, you’ll lead the charge in managing a portfolio of client relationships and overseeing the delivery of high-impact digital marketing strategies. You’ll serve as the primary point of contact for your clients, working closely with them to understand their goals, build trust, and ensure satisfaction. You’ll be responsible for creating and executing marketing plans, guiding your delivery team, and using in-house specialist resources — including PPC, SEO, creative and design — to bring campaigns to life. In this role, you’ll manage a team of 2-3 Digital Marketing Assistants, delegating tasks and ensuring everything runs smoothly. You’ll also oversee timelines, budgets and team output, ensuring campaigns are delivered efficiently and effectively. From briefing creatives to refining strategies based on performance data, this is a varied and impactful role that blends leadership, delivery and strategic oversight. Key Responsibilities • Serve as the lead contact for an assigned portfolio of clients, ensuring satisfaction, retention and growth., • Develop a deep understanding of each client’s brand, goals and performance metrics., • Present strategic plans and campaign performance reports to clients, positioning Mitchell & Stones as a trusted advisor., • Regularly report on key client account performance to the Director and seek strategic guidance where required., • Manage and support a delivery pod consisting of 2-3 Digital Marketing Assistants., • Set clear expectations, delegate tasks, and ensure high standards of delivery across all client work., • Collaborate with in-house PPC experts, SEO consultants, creatives and designers to deliver integrated marketing campaigns., • Brief, coordinate and quality-check the work of specialist resources to align with the client’s strategic direction., • Lead the planning and execution of multi-channel campaigns (organic and paid), managing timelines, budgets and results., • Analyse and report on key digital metrics using tools such as Google Analytics, Meta Ads Manager and SEO tools., • Make data-driven decisions to optimise campaigns and ensure continual improvement., • Contribute to strategic planning, aligning client goals with broader agency priorities., • Support a culture of high performance, continuous improvement and collaboration within your team. Bonus Points • Experience with tools such as Google Analytics, ahrefs, Asana, Meta Business Suite or similar., • Relevant marketing certifications (e.g. Google Ads, HubSpot, CIM)., • An understanding of creative project workflows and briefing best practices. Benefits • Opportunity to develop your skills and progress, • Training and up-skilling provided, • Flexible working hours, • 26 days holiday, • 2 personal days per year, • Hybrid Working Model, • Play a crucial role in a small but rapidly growing agency, • Generous Christmas Closing period Base salary negotiable based on experience

Are you ready to make your mark in the world of elite global sport? We are passionate about delivering one of the world’s greatest sports and entertainment spectacles, leaving a positive legacy wherever we operate. Innovation has always been at the heart of what we do. Decades on, the sport remains a pioneer, developing technologies that have made a significant impact beyond the track. Everything you see on screen or at a live event is made possible by our passionate and dedicated people. Whether it’s engineering, broadcast, legal, logistics, security, event management, commercial, media rights, marketing, or communications, there is always a talented team working to maximise the potential of the sport. Role Overview We are recruiting for a Customer Data Product Manager to join our IT team. Reporting into the Head of Customer Data Operations, this role is centred on data engineering, product ownership, and partner code review. Main Duties and Responsibilities Product Roadmap Ownership Own and sequence the roadmap for customer data products, prioritising initiatives that maximise business value and accelerate data maturity. Partner Management Orchestrate delivery across engineering, data science, and third-party vendors to meet deadlines and quality standards. Data Foundations Oversee ingestion pipelines and transformation tooling within a cloud environment, ensuring reliability, scalability, and compliance across object storage and data warehouse platforms. Enablement Make data accessible and actionable for Insights, Marketing, and Commercial teams through dashboards, APIs, and curated datasets. Business Engagement Work directly with Marketing and Commercial stakeholders to capture needs, shape requirements, and prioritise features. Value Measurement Define and track metrics for engagement success, commercial uplift, and operational efficiency. Publish regular impact reviews to demonstrate value. Intelligent Automation Identify and deliver automation opportunities that reduce cycle times and increase productivity across data workflows. Governance & Risk Management Enforce standards for privacy, security, and ethical AI use across all data products. What Does Success Look Like in This Role? Speed Weeks, not months, from idea to measurable impact. Quality Reliable, observable data products with robust rollback and monitoring processes. Value Clear, attributable gains in engagement, revenue, or cost efficiency. Trust & Compliance No compromise on data privacy, regulatory compliance, or brand reputation. What Are We Looking For? Experience Essential: • Proven experience as a Product Manager or Data Product Owner within analytics, data platforms, or customer data domains, • Hands-on familiarity with cloud data platforms and orchestration tools, • Strong understanding of data modelling, identity resolution, and activation use cases, • Ability to translate business needs into technical requirements and prioritise effectively, • Comfort with metrics, experimentation, and ROI-driven storytelling In this role, it is essential that you are: • A self-starter with ambition, drive, and creativity, • Passionate about people and data, • Able to translate technical concepts into clear, accessible language, • Highly articulate, both written and verbal, • Comfortable operating at all levels of the organisation

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