Customer Support

• Own the strategy and performance of MOO’s Managed Services business
• Deliver Managed Services revenue growth through customer acquisition, retention, and expansion
• Define target customers, industries, and segments
• Develop the proposition, strategy, and capabilities to win and grow high-value customers
• Determine where human interaction, AI, automation, and self-service create the most value
• Ensure Demand Generation, Sales Enablement, and lead generation support the growth strategy
• Define MOO’s differentiated end-to-end Customer Experience strategy
• Identify customer journey gaps and opportunities
• Own the cross-functional CX roadmap and drive business-wide action
• Build customer insight and measurement into prioritization and decision-making
• Own Customer Service performance, strategy, and future direction
• Ensure Customer Service delivers strong customer, operational, and cost outcomes
• Use Service insight to drive improvements beyond the Service team
• Own Revenue Operations, including customer systems, Managed Services Demand Generation, and Sales Enablement
• Ensure systems, partners, data, and processes enable effective customer management and growth
• Build the Managed Services pipeline-generation capability
• Equip Sales teams with tools, insight, processes, and enablement
• Use data, technology, and AI to improve Sales and Service effectiveness
• Report to the Chief Commercial Officer and lead an organization of approximately 120 people across the US, UK, and South Africa

Vice President – Customer Experience

Production Assistant

• Assist the wider production team on product showcases, e-commerce product photography shoots, social media campaigns, and internal culture videos
• Maintain the studio by organising, inventorying, and preparing cameras, lighting, and audio equipment
• Keep the studio clean, safe, and ready for use
• Organise and maintain props and wardrobe
• Prepare products for shoots, including unboxing and ensuring all required items are available
• Support production scheduling, basic call sheets, talent coordination, and location setups
• Assist on set with basic lighting setups and audio monitoring
• Provide general running support for camera operators and directors
• Uphold MOO’s brand style guidelines for consistent, technically and aesthetically remarkable photography
• Manage imagery files using Google Drive

Studio Production Assistant

Procurement

• Lead the day-to-day category management of MOO’s sourced and promotional product assortment
• Work with third-party suppliers to deliver branded merchandise reflecting customer demand, promotional trends, and MOO’s design-led brand ethos
• Monitor product performance and recommend assortment updates, additions, and exits
• Identify promotional products with potential to evolve into hybrid or in-house offerings
• Maintain insight into promotional product trends, materials, sustainability, decoration techniques, and emerging use cases
• Share market insight with Category, Marketing, and Design partners to inform launches and campaigns
• Manage third-party promotional supplier relationships as the primary category contact
• Support negotiations on pricing, MOQs, lead times, decoration capabilities, and service levels
• Establish scalable supplier onboarding processes
• Track supplier performance and collaborate on continuous improvement
• Partner with Stock and Planning teams to improve availability, stock turns, and out-of-stock reduction
• Provide category insight, promotional drivers, and demand context for forecasting and replenishment decisions
• Identify out-of-stock risks, excess exposure, and product lifecycle decisions
• Support refinement of inventory policies, including weeks of cover, safety stock, and replenishment cadence
• Collaborate with the Internal Manufacturing Category Manager, Marketing, Operations, and Supply Chain

Category Manager – Sourced & Promotional Products

Account Specialist

• Nurture and qualify inbound and outbound prospects to provide higher-quality leads for the new business team
• Exceed daily metrics of 35 outbound phone calls and email activity
• Locate ideal contacts in organizations and set appointments with new business team members
• Provide feedback and identify opportunities to improve campaign development, sales enablement, positioning and the prospect journey
• Use CRM and automation tools for outreach and document customer interactions in Salesforce
• Optimize current outbound channels and help test new sales/prospecting channels
• Engage in weekly coaching sessions and one-to-one meetings with the manager
• Serve as the dedicated point of contact and voice of MOO for Business Services clients
• Manage a book of business and execute targeted account expansion to identify revenue opportunities
• Grow accounts to a level suitable for graduation to the wider Returning Business team