Entreprise

Näak is a leader in sustainable sports nutrition, trusted by endurance athletes worldwide. Our mission is to fuel ultra-performance while preserving the planet. We develop high-performance nutrition products with low environmental impact, enabling athletes to push their limits without compromising the planet’s future.

As we expand our presence in North America, we are seeking a passionate, drivenSports Marketing Managerto lead our athlete, event, media, and community marketing initiatives in the USA and beyond. Based in Ogden, you’ll be at the heart of a thriving outdoor and endurance sports community.

Mission

Directly reporting to the Country Manager, your mission is to ensure a high level of customer satisfaction, maintain efficient and effective service operations, and foster a positive customer experience across B2C and B2B activities. 

Your objectives will be to:

• Share passion of sports nutrition in the outdoor industry
• Leverage personal experience with runners / outdoor enthusiasts
• Provide Solutions to Customer’s concerns including but not limited to: order numbers, tracking, log in issues, and basic account management
• Assist Key Account Management (REI, Fleet Feet, Road Runner Sports, The Feed)
• Accelerate customer reorder and retention
• Automate Customer Service Operations
• Assist Country Manager and Sales Reps in order placing and reporting
• Assist Sales Reps with B2B platform
• Facilitate event sales as directed by Country Manager and Partnership Manager
• Maintain a positive and frequent connection with Customers
• Provide frequent and responsive communication to Customers
• Engage with the endurance community as needed and defined by Country Manager

Responsibilities

1. Customer Interaction

• Issue Resolution:Handle customer needs and complex issues, ensuring they are resolved promptly and satisfactorily.
• Customer Communication:Communicate with customers through various channels (phone, email, chat, social media) to address their concerns and provide support.
• Relationship Building:Foster strong relationships with key customers to enhance loyalty and satisfaction.

2. Operational Management

• Process Improvement:In collaboration with Country Manager and Sales Rep Team, evaluate and improve customer service processes and policies to enhance efficiency and effectiveness.
• Technology Utilization:Manage customer service technologies, such as CRM systems, to streamline operations and improve customer service

3. Performance Monitoring

• Metrics and Reporting:. Prepare regular reports for management and regional sales team.
• Feedback Analysis:Collect and analyze customer feedback to identify trends and areas for improvement. Implement changes based on this analysis to enhance service quality.

4. Coordination and Collaboration

• Cross-Departmental Coordination:Work closely with other departments, such as sales, marketing, and product development, to ensure customer needs are met and issues are resolved collaboratively. Activate in field marketing as needed.
• Vendor Management:Manage relationships with external service providers or partners that support customer service operations.

5. Compliance and Standards

• Regulatory Compliance:Ensure the customer service operations comply with relevant laws and regulations.
• Quality Assurance:Maintain high standards of service quality and consistency, conducting regular audits and assessments.

6. Trends and Product

• Trend Analysis:Stay updated on industry trends and best practices to continuously innovate and improve customer service.
• Product Knowledge:Ensure the team is well-informed about the company’s products or services, enabling them to provide accurate and helpful information to customers.

Qualifications

• 3-5+ years' experience in customer service or equivalent
• Strong experience with customer service technologies
• Diverse experience with conflict resolution
• Dynamic experience with process improvement
• Experience with sports nutrition - as a user or retail management
• Experience with performance monitoring
• Logistics knowledge
• Cross functional experience and ability to work in a dynamic environment
• Excellent communication and copywriting skills
• Bachelor's degree or equivalent
• Ambition to grow and learn in the outdoor industry
• Self Starter mentality, motivated to learn and grow
• Fluent in English / Bilingual in French a plus
• Endurance sports knowledge

Job Details

• Starting Date : Sept 2025
• Full Time Position
• Location: Näak HQ, Utah, US
• Salary Range: $55-65k with benefits, paid vacation