Sep 2019 — Now
• Manage Gear product line of owned brand and third-party items in the U.S. market including bike gear, rider gear, components, casual and performance apparel, and accessories.
• Draw on deep understanding of market demand and evolving consumer needs as well as developing competitive analysis to determine strategy which informs item mix, color variations, pricing, and product positioning.
• Work with Business Manager and Purchasing team to drive revenue in Gear program, utilizing third party data and internal reporting. Continuously refine Gear lineup based on latest sales data and market insights.
• Oversee product life cycle from item creation to initial QC, launch, and through to discontinue status.
• Drive product development for in-house projects in tandem with Product Design and Engineering teams. Collaborate with Marketing, Ecommerce, and Sales teams to develop go-to-market strategy for new products including setting pricing, asset creation, and merchandising strategy. Notable launches include global H2Pro bikepacking bag line and first ever Giant USA-driven Cuore men's/women’s apparel across MTB, Gravel, and Road segments.
• Develop and maintain third party vendor relationships. Identify, evaluate, and negotiate new vendors/ new products with a keen eye on margin. Key partners include Kuat, SRAM, Maxxis, Feedback Sports and Unior Tools.
• Perform strategic market travel to understand current performance and identify emerging industry trends per region.
• Create and deliver product training presentations to Sales team, retail partners, and other stakeholders to support product launches and season updates, during Giant Retail Academy, and at key events and trade shows throughout the year.
• Built a repository of Product resources. Generate sales tools and other materials such as internal FAQ database, Top 100 selling items by category, compatibility charts, timelines, and full product details.
Jul 2016 — Dec 2018
Buyer / Inventory Specialist · Pure Cycles
• Responsible for purchasing all third-party products for e-commerce site. Built relationships with representatives from brands, distributors, and OE partners such as QBP, Hawley, H2, Hutchinson, WTB, Shimano, and Lezyne.
• Analyzed sales performance to identify and stock top-selling items while phasing out slower-moving inventory. Worked in tandem with Product Manager to forecast product needs and negotiate competitive pricing from vendors.
• Attended trade shows such as Interbike, Eurobike, Sea Otter, and Frostbike to identify key trends and connect with strategic partners.
• Educated internal sales, creative, warehouse, and customer service teams about new products to ensure seamless acquisition into system, onto website, and throughout customers' buying experience.
• Highlighted new products to customers through email blasts, blog posts, and “Gear Corner” YouTube series. Used performance metrics including click through rates and sales conversions to optimize content.
• Oversaw showroom at company headquarters. Merchandised dual retail and event space to ensure that the latest parts, accessories, and bikes were positively represented. Stepped in to provide sales assistance on the floor as needed.
• Engaged local community by organizing weekly group rides and co-hosting quarterly meet-ups.
Mar 2015 — Jul 2016
Customer Experience Specialist · Pure Cycles
• Ensured that new, returning, or prospective customers had a positive experience by effectively communicating and recommending relevant products or services to fit their needs. Quickly resolved any issues or concerns by identifying the root cause, offering solutions, and expediting any changes.
• Streamlined process and communication for customer sales orders, service tickets, and in-house marketing invoices.
• Utilized Netsuite and Shopify to open and maintain customer accounts and check inventory and order statuses.
• Created playbook for department on how to respond appropriately to customer concerns or challenges.
• Trained new hires and mentored them throughout my tenure.
Nov 2014 — Mar 2015
• Actively sold appropriate outdoor gear to meet both customer's personal goals as well as internal sales numbers. Input orders, processed payment, and created accounts.
• Provided customer support related to product specs, warranties, promotions, and returns. Kept detailed notes in internal ordering system for colleagues' reference and ease.
• Continuously increased technical, product, and industry knowledge. Received brand downloads and training from companies including Salomon and CamelBak.
Sep 2012 — Nov 2014
Program Assistant · International Tactical Training Seminars, Inc
• Served as frontline communicator with customers; booked courses and processed custom orders.
• Coordinated events and seasonal marketing campaigns; handled logistics with scheduling, vendors, and facilities.
• Monitored industry trends online; used knowledge and activity to project consumer interest in courses and merchandise. Enacted Facebook advert campaign to increase brand awareness and drive course attendance.
• General administrative duties included shipping & receiving and office supply management.
