Retail Marketing & Customer Care Coordinator

The Role

Position: Retail Marketing & Customer Care Coordinator

Location: Milton Keynes, UK (hybrid working approach)

Department: Marketing & Customer Care

Type: Full time, Permanent

Are you fluent in Slovenian and English? Do you enjoy working with customers, organising marketing activities, or creating great brand experiences? If you’re passionate about delivering excellent service - or cycling - this could be a great opportunity to join Trek. 

Position Summary

The Retail Marketing & Customer Care Coordinator is the first point of contact on all things marketing & customer service for Trek’s network of independent retailers and distributors across Slovenia, Croatia, the Baltics, and selected CEE distributor markets. 

This is a varied, hands-on role that combines retail marketing coordination with customer service support for your territory, within the wider UK+ subsidiary business. You’ll help bring Trek’s marketing to life in stores (including campaign rollout, asset delivery and instore materials) while also supporting retailers and the sales team with day‑to‑day customer service needs. The role suits someone who is organised, proactive, and comfortable juggling multiple tasks. You’ll work closely with Trek retailers, distributors, territory managers, and central marketing and customer care teams. 

Position Responsibilities 

Retail Marketing – Coordination and delivery of retail marketing activities, campaign rollouts, asset delivery and in-store materials across your territory, including but not limited to: 

• Act as the main point of contact for retail marketing queries from retailers, distributors, and internal stakeholders 

• Regularly meet with your retailers and distributors (online or in person) to build relationships and drive improvement in their marketing activities

• Work with retailers and distributors to create Trek marketing plans and identify collaborative opportunities aligned with brand guidelines, ROI and business priorities 

• Coordinate in‑store materials such as POS, digital assets, promotional items, and branding 

• Support the delivery of Trek’s global training programme (Trek U), including communications, engagement, troubleshooting, and reporting 

• Coordinate and deliver retail campaigns and product launches for retailer promotion, tracking success against agreed KPI’s  

• Quarterly marketing reviews for key accounts and distributors, maintaining focus on sales-driving activities 

• Create, proof, and distribute retailer‑facing resources and communications including emails and articles 

• Help activate local ambassador and community marketing initiatives in partnership with retailer network 

• Regularly analyse and report on retail marketing results, impact and plans to a variety of stakeholders 

• Provide B2B Marketing & general administrative support to the wider Marketing department as needed 

Customer Care – provide best-in-class customer service to your network of independent retailers and distributors in your territory including but not limited to: 

• Account management for retailers in your market – Placing and maintaining orders, making sure their orders get where they need to be when they need to be there, & coming in clutch when the time calls

• Work closely with your territory manager to support sales targets and growth for your accounts, working towards monthly and annual goals 

• Handle warranty claims for your territory aiming to have a solution in place within 48 hours 

• Taking ownership of queries from start to finish, ensuring timely and effective resolution 

• Build relationships with teams across the business to ensure products and services are delivered smoothly 

• Accurately recording customer enquiries, feedback, and actions taken 

About You

Essential 

• Fluent written and spoken Slovenian and English 

• Experience in a process or system driven role 

• Experience in retail marketing/marketing communications and/or customer service/account support 

• Strong working knowledge of Microsoft Office 

• Confident communicator with a customer‑first mindset 

• Highly organised with good time‑management and attention to detail 

• Able to work independently and manage multiple tasks at once 

• Comfortable working in a fast‑paced environment 

• Willingness and ability to travel within the territory markets/EMEA as required 

Desirable

• Croatian language skills 

• Interest in cycling or the bicycle industry (Trek product knowledge is a plus, but not required) 

• Experience in retail, ideally cycling retail 

• Experience with ERP systems (SAP, JDE, or similar) 

• Experience using CRM systems (e.g. Dynamics) 

• Familiarity with marketing communication or content management systems 

If you don’t meet all the criteria but believe you have great value to add then let us know in a cover letter why your skillset is right for the role!

Benefits here at Trek:

• 25 days annual leave per year, plus bank holidays

• Discounted employee purchase scheme on bikes, parts and accessories

• 24/7 employee assistance program and counselling services

• 24/7 virtual GP services

• Healthcare cashback scheme 

• Gym membership discounts and discounts on other health and wellbeing brands

• Annual paid time off for charity work

• Death in service benefit

• Cycle to work scheme 

• Salary Sacrifice EV vehicle scheme 

If you have any particular requirements in respect of the recruitment or interview process, please mention this in your application and we will be happy to support you.

Please note that this position is also being advertised as a contractor opportunity in Slovenia.