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We're looking for awesome new people to join our team

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Customer Support Representative

Sugru is the world’s first mouldable glue that turns into rubber. It makes fixing and making easy and fun for everyone. We’re looking for an energetic Customer Support Representative, who’s a good listener, to help our users fix and improve their stuff with Sugru, and ensure an unforgettable and fun experience.

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The Role

Our Customer Support team are there to make sure that no question is left unanswered, no word of advice is left unspoken and no problem is left unsolved during our users’ experience. If you are a friendly, bright and motivated individual who would enjoy providing great service to our customers, we want to hear from you. You will help our users in more than 170 countries, and you will be involved in various activities carried out by our Customer Support team.

Job Description

We are seeking a Customer Support Representative to take responsibility for:

  • Giving our customers some of the best support in the world, across all platforms (email, social media, phone) - exceeding their expectations on service levels with the aim to turn them into Sugru-ers and champions for life.
  • Logging, recording and maintaining customer support data rigorously.
  • Utilising the custom ecommerce platform and ERP software to identify and resolve order-related issues.
  • Sharing customer insights with the Customer Support and Ecommerce Manager so that they can feed into the continuous improvement of our product, service, sales and marketing.
  • Being the brand voice - understanding the product, brand and community, speaking and writing with consistency.
  • Spotting opportunities and acting accordingly to capture value either in terms of marketing materials (user stories) or insights to help future developments.
  • Liaising with the right people in the team to find the answers and ensure high service levels.

About You

Our ideal candidate will have experience working in a customer-facing environment, ideally through a range of platforms (phone, email, face-to-face), will be confident in using the MS Office suite (particularly Excel) and will possess excellent English language skills, both spoken and written (other languages an asset). We have a global expansion strategy for Sugru, along with many exciting business development plans. You will be expected to grow with us and the future prospects will be determined by you.

The successful applicant will be able to demonstrate evidence of:

  • Attention to detail and focus on solutions.
  • Service orientation and a positive attitude - loves helping people.
  • Listening skills both towards the customer and internally towards colleagues.
  • Great communication and writing skills - able to adopt the right tone and convey complex concepts in a clear and concise way.
  • Data capture and organisational skills - tracking and measurement of service levels and data for marketing purposes.
  • Ability to work in a team.
  • Interest in data analysis.

Remuneration

This is a junior position in our company with a starting salary of £21,500 per annum.

About Us

We are constantly in touch with our users, we chat with them, we help them find inspiration and ideas for new Sugru applications, and we celebrate their successes. We're friendly, open and we enjoy finding solutions, so our users have nothing to worry about. If you are looking for excitement and challenge in a career that can grow as we grow, we’re looking forward to hearing all about you. Don’t just send us your CV, tell us why you are the right person to help our users find all the best uses for their Sugru and make their experience unforgettable and fun!

Application Process

Please send your CV, cover letter and any other supporting material to [email protected] before 28th July 2017.

Sugru is an equal opportunities employer.

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Sales Data Input Intern

We are offering an initial 6-month internship to work alongside the Senior Sales Support and Sales Administrator. Helping to support the delivery of an effective, customer focused and professional service and to meet operation needs of the department and the business.

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Responsibilities:

  • EDI Data input (to reseller site and Sap)
  • Processing, dispatching all Amazon orders
  • Running Daily Sales Report (from Sap)
  • Setting up new customers on the Reseller site and in Sap
  • Processing, dispatching customer orders
  • Log and dispute any customer short deliveries
  • Compiling chargeback & commission reports
  • Ad hoc sales duties for example: marketplace management, sending samples, training packs, props & helping with office calls & making calls to retailers.

Skills & Experience:

  • Excellent Microsoft office skills, especially strong understanding of Excel. Integrating new software as the company grows to ensure best administrative practice will also be required
  • Proactive and creative approach to problem solving
  • Excellent Organisation & Prioritisation skills
  • A flexible and can-do attitude to solve problems & support the function
  • The ability to work independently as well as part of a team
  • Adaptive & clear communication style with customers & partners 

About You:

  • You are inquisitive and proactive about your learning experience
  • You are organised and thorough, with a high attention to detail
  • You keep calm and focused in a fast paced environment
  • You like data and spreadsheets and are happy to manipulate big sets of data to find the answers to your questions

Compensation:          London Living Wage

Contract:                    Six-months initially from 31st July

If you would like to apply for this role please email a CV and cover letter to [email protected]

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Advertising Art Director (3-month contract)

Curious & driven Art Director needed to work with a talented and creative team in-house at a startup to develop, visualise and execute 2 exciting integrated campaigns that will help inspire people all over the world to get fixing and making.

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We’re looking for an Advertising Art Director with demonstrated experience developing and visualising cohesive integrated communications. They must have the ability and experience to express a single well-crafted idea across multiple media including broadcast, print, influencer campaigns, video, outdoor, retail, digital, content, web, events and PR. They must have worked on packaging goods and ideally startup brands, and have the ability understand brand strategy and show the capability to adapt ideas and scale down ideas for execution into the realm to what is possible with tight budgets and timelines.

Job Requirements: We’re looking for someone with 8+ years of experience with a combination of in-house and agency. They must have strong type and design sensibility, be trend and style aware and absorb ideas, culture and images from everywhere. They must be obsessive about making things look great and work well, with an ability to work visually, emotionally and strategically. Must be self-motivated, hard working, well-organised, and resilient to ever-changing timelines, requests, and deliverables. They must have both the visual and executional skills to work independently in an environment with minimal technical and production support, have hands-on skills in Adobe Illustrator, InDesign, and experience in editing and scripting for both long-form narratives and short-form advertising. Budgeting and production planning experience is a must.
Desirable: Ideally someone who has worked with purpose or mission-driven brands. Category experience in CPG, DIY, materials, beauty, eco-products, home or tech. Audience experience with Moms, Kids, Early adopters, and the US Market.

Project scope: Develop, visualise 2 integrated communications campaigns and execute across broadcast, print, influencer, video, outdoor, retail, digital, content, web, events and PR working with a team of 1-2 people, a total creative budget across all touchpoint of about £100K over a term of 3-months.

Compensation is between £375-500 as day rate

To apply for this role please send your CV and portfolio to [email protected]

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Digital Marketing Manager

This is an exciting opportunity to join a dynamic team and help us fuel our continuing global growth by building strongly on our digital strengths & business expansion.  

We’re looking for an experienced Digital Marketing Manager with a proven track record of digital fluency, comfortable to develop strategy for a complex multi-platform and ever-changing digital world while enjoying taking a hands-on, detailed approach and jumping into execution as and when needed. You will report into the Head of Marketing and be responsible for our Online excellence, leading Sugru’s digital expertise: from paid advertising to content management, while coordinating its swift multi-channel execution. You’ll be comfortable with the softer side of marketing like storytelling and community building while rooting everything in business expertise - you’ll be data driven & analytical (including performance tracking, dashboard setup, KPI reporting). The ability to turn data and insights into a compelling narrative is a strong asset to succeed in this role. An innovative and self-starter spirit is a must. You’ll be able to work with a small and nimble team of collaborators, work cross-functionally, as well as facilitate and expedite decision-making with key stakeholders. This is a fast paced environment and the ability to juggle multiple tasks, prioritise and manage against deadlines is essential.


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Responsibilities:

  • Develop our integrated digital marketing strategy, KPIs and drive execution, including conceptualisation, planning, execution and optimisation
  • Lead development of creative brand building communications to complement our product-centric content stream
  • Harmonise digital efforts across all channels including our website, ensuring they are on brand, integrate with brand marketing, product marketing, on and offline
  • Lead execution of our content strategy with with the rest of our internal stakeholders, in particular creative, PR and social teams from briefing across formats (campaigns, video, Gifs,..) down to performance reporting and identification of insights.
  • Liaise with the Community manager to keep track of day-to-day social media & community nurturing
  • Reporting - Set up all the right KPIs to underpin the strategy, develop performance dashboards and coordinate with the rest of the digital team to ensure they are leveraged for maximum learning, sharing them openly across the key stakeholders internally and externally
  • Manage overall digital marketing budget and invoicing process
  • Lead & coordinate new market trends, competitors, new platforms, new formats and technologies
  • Lead new platform and channel testing, always looking for opportunities to reach new audiences, in close collaboration with the Acquisition Manager

Skills:

  • Proven brand storyteller - briefing it, and executing it
  • User first - A natural curiosity and committed to finding and working with real insight
  • Expert in Facebook, SEO, SEM, display marketing, ad networks, Instagram, Pinterest, Twitter, YouTube, Google+, Snapchat
  • Demonstrated ability to build valuable and meaningful brand and marketing partnerships
  • Strive for analytical excellence maximizing return and increasing efficiency
  • Strong knowledge in SEO, with specific ability to drive SEO strategy on platforms
  • Strong project management skills
  • A/B testing
  • A natural collaborator across functionalities, communication and people skills that ensure the ability to get results from both creative and analytical styles, ability to improve processes
  • Ensure proper technical execution and integration
  • USA digital experience will be an advantage

About you:

  • At least 5 years of digital consumer marketing experience with a focus on developing/optimising online or cross platform marketing programs with a rich portfolio of previous successful marketing campaigns, especially bringing new audiences into the brand franchise
  • Experience developing brands with demonstrated strong organisational skills, idea driven; history of anticipating issues and the skills to be strategic, proactive and assertive
  • Sound business acumen; ability to think strategically with a strong bias for action
  • Consumer marketing mindset and experience with young brands is required
  • Work in-house on the client brand side is required. Experience with agency is a plus.
  • Management experience required (2-3 years of experience)
  • Demonstrated track record of managing projects where expectations and deliverables may be unclear and/or change at a moment’s notice
  • Ability to prioritize, problem solve, and stay calm, positive, and productive in high-pressure situations
  • Successful experience managing, growing and leading a high-performance user acquisition team
  • A strong can-do mindset, excellent communication and writing skills are essential
  • Fun and collaborative, looking to help lead media strategy at a high growth dynamic company
  • Ability to think creatively with no boundaries on what could be imagined
  • Comfortable to work independently in extremely fast paced, team environment; entrepreneurial mindset
  • Cheerful and positive personality, happy to roll up your sleeves, natural curiosity and love of learning

Team:

  • Reporting into the Head of Marketing
  • One direct report - Our Acquisition Manager. As the Company and digital function grows, so may your team as appropriate.
  • Key interfacing roles - Community Manager, PR Manager, Ecommerce team, Creative team

Remuneration & Incentives:

The salary range is £40K-£50k depending on experience.

To apply please email your CV and a cover letter to [email protected]

Sugru is an equal opportunities employer.

 


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Acquisition Manager

This is an exciting opportunity to help us fuel our global growth. We are looking for a passionate and dedicated Acquisition Manager to get us to the next level in reaching out to the right audiences. You will  be a key contributor to our overall digital & marketing strategy. You will report into the Digital Marketing Manager and be responsible for reaching out to cold audiences on Sugru platforms and beyond with the ambition to capture them into the brand funnel and convert them into long term Sugru-ers. You’ll be part of a tight knit multidisciplinary digital team and will contribute to the everyday life of the marketing team: collaborating with the Community, PR & Ecommerce & Creative teams, as well as supporting advisors and agencies where needed… Your flexibility, agility and desire to grow as a professional will make you a strong player as part of a vibrant team. We’re energetic, hands-on and up for a bit of a laugh as well!

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Your ambition for this role will be to

  • Establish and deliver our acquisition strategy including connecting it to the right audiences, content and formats, defining relevant KPIs and managing the assigned budget;
  • Inform our SEO strategy to optimise our organic performance
  • Lead paid activity to reach out to cold audiences (Partnerships, Ads, Sponsored posts, Digital sampling,...)
  • Monitor performance by establishing the right reporting structure, track KPIs and leverage insights to adapt focus & inform recommendations based on on-going performance to enable us to meet target
  • Contribute to website optimisation recommendations to make sure to monitor the new traffic flows from reach to engagement to traffic to community subscription to conversion, working closely with our e-commerce & content team to deliver our brand and growth targets
  • Monitor competitors activities as well as technological and market trends in the arena of digital advertising and acquisition and report learnings to the business to support inspiration and challenge the status quo
  • Work closely with our Creative team to establish the right process to get the right content in a timely manner for your briefs while keeping a lean and flexible testing structure
  • Work closely with our Community and PR Managers to identify synergies, opportunities and ways to bring more consistency between all our activities.

Responsibilities

  • Execute and deliver our acquisition strategy, according to the agreed KPIs & budget
  • Cold audience recruitment and transformation into long term brand lovers
  • Reach & traffic analytics & Insights
  • Online Acquisition trends observation and continuous testing and optimisation of strategy
  • Continuous curiosity and proactive ideas on new ways to reach audiences and deliver growth

Competencies

Brand and marketing partnership building

  • Audience and user insight driven
  • Full of ideas - continually optimising our activities for better performance
  • Excellence in SEO
  • Digital Analytics across platforms including Facebook, Google Adwords and more
  • In-depth knowledge and understanding of social landscape and trends
  • Collaboration with other teams & profile (Creative, PR, Ecommerce, Community)
  • Pragmatic use of creative assets
  • A/B Testing

About you

Our ideal candidate will have a minimum of 4+ years experience working in an digital acquisition manager position, with a proven record of driving new people into a brand franchise

●      A proven track record of delivering brand and sales growth using both traditional digital channels and tactics as well as with ideas and lateral thinking

●      An entrepreneurial attitude, being an amazing team player, able to turn challenges into opportunities, bad days into positive learnings and ideas into winning implementation

●     You’ll love getting under the skin of user and audience insights, understanding them and how and where to find them in new and better ways

●      Strong can-do attitude with robust organisational skills

●      Ability to operate brilliantly in both strategic and activation modes

●      Analytical thinking, good platform knowledge and expertise of the latest social trends

●      Ability to understand and align with business priorities and processes, outside of digital

●     A strong desire to grow & learn with a positive mindset and mind agility

●      A cheerful and positive personality, happy to roll up your sleeves

●      US digital experience would be an advantage

We’d love to see examples of previous work with your application.

Remuneration

The salary range is £30k - £35k based on experience

About Us:

FormFormForm Ltd is our Company. We invented Sugru, the world’s first truly mouldable glue, and we make, ship, market and sell it to people everywhere from our base in East London.  Our brand promise is centred on empowering people to enjoy fixing and improving things. We aim to innovate wherever we need to, including in our manufacturing. Our core technology is already patented and our challenge is to deliver and manage our growth to the benefit of our employees, customers and shareholders. If you’re looking for excitement, challenge and learning in a career that can grow as we grow, we’re looking forward to hearing all about you.

Don’t just send us your CV, tell us all about you at [email protected]

Sugru is an equal opportunities employer.

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