Careers at The Saddle Bank

The Operations Support role is essential to the day to day functioning of the business. This person will provide hands on support across both Customer Service and the Warehouse, ensuring smooth operations, timely order processing and an excellent customer experience. The role is ideal for someone who enjoys a combination of computer based tasks and practical manual work and who thrives in a varied role.

The Operations Support team member will assist with customer communication, order updates, returns processing, packing, stock checks and saddle inspections. They will also ensure the warehouse remains clean, tidy and hazard free. This role provides crucial cover for both departments during busy periods and staff holidays and is key to maintaining business continuity.

There is scope for development within this role as the business continues to grow.

This role reports to the Customer Service Manager and the Warehouse Supervisor.

Key Responsibilities

Customer Service Support

• Assist with answering customer emails, calls and live chats when required
• Provide order updates, tracking information and general support to customers
• Log customer enquiries accurately within internal systems
• Support complaint handling by gathering information and escalating when necessary
• Help maintain service standards during peak periods or staff absences

Warehouse Support

• Pick and pack orders accurately and efficiently
• Process returns including checking items, booking them in and updating internal systems
• Inspect saddles for condition, safety and correctness before dispatch or listing
• Maintain the warehouse environment ensuring it remains clean, tidy and hazard free
• Assist with stock counts, audits and inventory organisation
• Prepare shipments and assist with courier collections or delivery arrangements

Operational Support and Continuity

• Provide cross departmental cover during holidays, illness or busy periods
• Support smooth communication between Customer Service, Warehouse and Buying teams
• Ensure processes are followed consistently and tasks are completed on time
• Report any discrepancies, damaged stock or system issues promptly
• Help maintain a safe working environment by following health and safety procedures
• Work effectively as part of a team and independently when required

What Success Looks Like

• Orders are picked, packed and dispatched accurately and on time
• Customers receive clear and timely communication
• Warehouse remains clean, organised and hazard free
• Returns are processed efficiently and correctly
• Saddle inspections are completed to a high standard
• Internal communication is smooth and proactive
• Service levels remain high even during staff absence
• The business operates smoothly due to reliable support across departments

Required Skills and Experience

Essential Skills
• Good communication skills written and verbal
• Comfortable using computers and learning new systems
• Ability to follow processes accurately
• Physically capable of manual tasks such as lifting, packing and organising stock
• Strong attention to detail especially when inspecting saddles or preparing orders
• Ability to work effectively as part of a team and independently
• Good organisational skills and ability to prioritise workload
• Positive and proactive approach to daily tasks

Personal Qualities
• Reliable and consistent with strong work ethic
• Willing to help wherever needed
• Calm and steady when dealing with busy or challenging situations
• Practical, hands on mindset
• Friendly and approachable
• Takes pride in keeping work areas clean, tidy and safe
• Flexible and adaptable to changing priorities

Desirable Experience
• Experience working in a warehouse or fulfilment environment
• Customer service experience
• Equestrian knowledge beneficial but not essential
• Experience using courier systems or CRM tools

Role Type

• Full time
• Hours 8.30 am to 4.30 pm
• Based at The Saddle Bank HQ, Peterborough, PE7
• Reports to the Customer Service Manager and Warehouse Supervisor
• Salary £25,500 per annum
• Scope for development

This role will remain open until we find the right candidate. We are committed to hiring the best fit and are not working to a deadline.

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

Your cover letter must include
• Why you believe you are a strong fit for this Operations Support role
• A clear explanation of your relevant experience in customer service, warehouse work or similar operational roles
• One example of a time you demonstrated strong accuracy, organisation or problem solving in a previous position

To confirm you have read this job description in full, please include the word OPSSUPPORT at the very end of your cover letter.

We take accuracy, attention to detail and communication quality seriously. These are essential for success in this role.

The Senior Marketing Executive is responsible for planning, organising and delivering all marketing and communications for The Saddle Bank and its associated brands. This is a broad and varied marketing role, ideal for someone who is passionate about marketing and ideally horses too. The role requires creativity, strong organisation, excellent communication skills and the ability to manage multiple projects and channels simultaneously.

The Senior Marketing Executive will work closely with the Media Manager to ensure all visual content including photos and videos meets brand standards and aligns with the overall marketing strategy. They will collaborate with the Paid Ads Specialist to determine monthly focuses, plan campaigns and advise on budget allocation based on stock levels, seasonal trends and product priorities.

The successful candidate will also take ownership of events, trade shows, brand partnerships, collaborations, sponsored rider activity, photo shoots, interviews and content creation. They will be responsible for digital marketing performance across SEO, YouTube, social media, email marketing and paid advertising.

This role reports directly to the General Manager.

Key Responsibilities

Marketing Strategy and Campaign Planning

• Develop and deliver monthly and quarterly marketing plans aligned with business goals
• Work with the Paid Ads Specialist to determine monthly campaign focus and budget allocation
• Plan promotional calendars based on stock levels, seasonal demand and product launches
• Create campaign briefs for content, paid ads and media production
• Investigate new markets and growth opportunities
• Capture industry trends and act on them immediately to maximise visibility

Content Oversight and Creative Direction

• Work closely with the Media Manager to ensure content meets brand standards
• Approve all creative assets including images, graphics and video content before publication
• Direct and organise photo shoots, video shoots, interviews and content days
• Ensure all content remains engaging, consistent and commercially effective
• Oversee leaflet design and other printed marketing materials

Brand Management and Communication

• Maintain brand identity, tone of voice and communication standards across all channels
• Manage Brand Ambassadors, sponsored riders and brand partnerships
• Oversee influencer outreach, communication and content approvals
• Drive brand storytelling and ensure strong messaging across social media, website and campaigns

Events, Trade Shows and Outreach

• Plan, organise and deliver trade shows, exhibitions and industry events
• Coordinate logistics, staffing, stand presentation and promotional assets
• Represent the brand at events when required
• Develop collaborations with complementary equestrian brands

Digital Marketing, SEO and Website Management

• Ensure the website remains up to date, accurate and user friendly
• Conduct SEO analysis and implement improvements to increase visibility and ranking
• Review website navigation, layout and content to improve user experience
• Develop and oversee email marketing schedules, segmentation and campaign planning
• Work with internal teams to update product listings, blogs and landing pages

Paid Ads, Reporting and Analytics

• Work with the Paid Ads Specialist to support paid campaigns
• Report on paid ads performance and identify areas of improvement
• Analyse ROI, cost per acquisition and campaign metrics
• Run competitions, analyse results and report on engagement and effectiveness
• Produce regular marketing performance reports

Social Media Management and Trend Monitoring

• Analyse social media activity to understand what performs well and what does not
• Identify and act on new trends quickly to maintain growth and engagement
• Manage YouTube uploads, optimisation and performance tracking
• Schedule social media content across platforms
• Organise and maintain a clear content calendar

Reporting and Insight

• Prepare reports for the General Manager covering
– campaign performance
– paid ads results
– social media performance
– SEO activity
– YouTube analytics
– website behaviour and traffic
– brand reach and partnership activity

• Highlight opportunities, risks and areas for improvement
• Provide recommendations to refine marketing strategies and improve commercial results

What Success Looks Like

• Marketing campaigns are delivered on time and with high quality creative assets
• Content is consistent with brand identity and performs strongly across platforms
• Website and digital channels remain modern, relevant and user friendly
• Social media and YouTube engagement grow steadily
• Paid ads performance shows clear improvement month on month
• Events and collaborations are executed professionally
• Brand Ambassadors and sponsored riders represent the brand well
• Marketing efforts contribute directly to commercial growth and stock priorities

Required Skills and Experience

Essential Skills
• Highly organised with excellent project management ability
• Creative thinker with strong visual judgement
• Strong communication skills written and verbal
• Ability to analyse marketing data and produce reports on various platforms
• Confident working with media teams, photographers and videographers
• Competent in SEO analysis and implementation
• Strong ability to read, understand and report on digital marketing performance
• GA4 expert with the ability to analyse user behaviour, traffic sources and conversion data
• Ability to manage social media scheduling and content calendars
• Experience managing YouTube content
• Ability to run competitions and analyse campaign results
• Strong attention to detail and accuracy
• Ability to work independently and as part of a team

Personal Qualities
• Passionate about marketing, creativity and storytelling
• Proactive, enthusiastic and solutions focused
• Calm and capable under pressure
• Strong initiative and ownership mentality
• Positive attitude and excellent relationship building skills
• Curious and eager to explore new ideas, platforms and trends
• Strong problem solving ability

Desirable Experience
• Experience in the equestrian industry beneficial but not essential
• Ecommerce marketing experience
• Experience organising events or trade shows
• Experience working with ambassadors or sponsored athletes
• Familiarity with email marketing systems, social platforms or CRM tools

Role Type

• Full time
• Office based at The Saddle Bank HQ, PE7
• Reports to General Manager
• Salary £32,000 to £35,000 dependent upon experience and skills

This role will remain open until we find the right candidate. We are committed to hiring the best fit and are not working to a deadline.

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

Your cover letter must include
• Why you believe you are a strong fit for this Senior Marketing Executive position
• A clear explanation of your relevant experience across marketing, content creation or campaign management
• One example of a successful marketing campaign, project or piece of content you have delivered and the results it achieved

To confirm you have read this job description in full, please include the word MARKETINGFIRST at the very end of your cover letter.

We take accuracy, attention to detail and communication quality seriously. These are essential for success in this role.

Overview

The Business Development Account Manager is responsible for growing and managing The Saddle Bank’s B2B partnerships including saddle fitters, retail partners and wholesale clients. This role focuses on acquiring new partners, nurturing existing accounts and maximising sales performance across the UK and USA through strong relationship management and commercial focus.

This person will support partnership sales under our UK and USA distribution agreements and will be responsible for ensuring commercial consistency, excellent service and proactive engagement with all B2B customers. The Business Development Account Manager will act as the primary point of contact for partners and will resolve any issues or complaints quickly and professionally.

The role requires both domestic and international travel. The successful candidate may be required to travel within the UK to visit existing partners and recruit new ones and may also travel to the USA to support current partners and prospect new opportunities.

This role reports directly to the General Manager.

Key Responsibilities

Business Development

• Identify and onboard new saddle fitters, retailers and commercial partners
• Manage the full onboarding pipeline from outreach to activation
• Present product ranges, pricing structures and partnership benefits
• Attend industry events, trade shows and partner meetings as required
• Expand B2B sales channels across both the UK and USA
• Travel within the UK and to the USA to visit partners and secure new opportunities

Account Management

• Build strong and long lasting relationships with existing partners
• Conduct regular check ins to review account performance and upcoming opportunities
• Provide partners with product updates, training and promotional materials
• Monitor partner purchasing behaviour and encourage consistent ordering
• Ensure partners have complete and accurate product information
• Resolve any complaints or issues with B2B customers efficiently and professionally

Partnership Sales and Commercial Support

• Support B2B sales growth across UK and USA distribution agreements
• Ensure pricing structures and commercial terms are followed accurately
• Track partner performance and intervene early if engagement declines
• Provide accurate product quotes, availability updates and commercial guidance
• Identify upsell and cross sell opportunities within partner accounts

Communication and Coordination

• Work closely with the buying team to provide accurate product and stock information
• Liaise with marketing to develop partner focused campaigns and promotions
• Coordinate with the warehouse team to support partner orders and dispatch deadlines
• Communicate partner feedback and suggestions to senior management

Reporting and Insight

• Produce reports for the General Manager covering
– partner performance
– B2B sales volumes
– new partner acquisition
– UK and USA distribution activity
– inactive or at risk accounts
– opportunities and commercial risks

• Maintain accurate CRM records for all B2B activity
• Provide commercial recommendations to support partner and revenue growth

Key Performance Indicators

• Number of new partners onboarded each quarter
• Retention and satisfaction of existing partners
• Growth in monthly B2B revenue
• Sales performance across the UK and USA distribution channels
• Partner order frequency and value
• Conversion rate of new partner leads
• Accuracy of CRM records and reporting
• Partner feedback and engagement

What Success Looks Like

• A consistent pipeline of high quality new partners in both the UK and USA
• Strong and profitable relationships with existing accounts
• Increased revenue and consistent ordering from B2B partners
• Partners feel supported, confident and valued
• Clear and consistent communication across all B2B channels
• UK and USA distribution agreements are strong and performing well
• Sales growth is predictable, scalable and aligned with business goals

Required Skills and Experience

Essential Skills
• Excellent verbal communication and interpersonal skills
• Strong relationship building and people skills
• Sales driven with confidence in achieving targets
• Strong problem solving ability with a customer focused mindset
• Action taker who works independently and follows through consistently
• Confident presenting products to individuals and groups
• Clear written communication for emails, quoting and account updates
• Organised and proactive with the ability to manage multiple accounts
• Comfortable negotiating and managing commercial discussions
• Ability to work confidently across UK and USA accounts

Personal Qualities
• Friendly, confident and approachable
• Driven and ambitious with a strong desire to achieve results
• Calm and solutions focused when handling partner issues
• Professional and trustworthy in all business interactions
• Strong initiative with the willingness to seek out opportunities
• Reliable, punctual and consistent in managing workload
• Positive attitude with the ability to stay steady under pressure
• Curious and eager to learn about products, partners and market needs

Desirable Experience
• Experience working with saddle fitters or equestrian retailers beneficial but not essential
• Business development or account management background must have
• Experience with B2B sales or distribution partnerships
• Knowledge of saddles or equestrian products beneficial but not essential

Role Type

• Full time
• Office based at The Saddle Bank HQ, PE7
• Reports to General Manager
• Salary dependent upon experience plus OTE
• Travel required within the UK and occasionally to the USA

This role will remain open until we find the right candidate. We are committed to hiring the best fit and are not working to a deadline.

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

Your cover letter must include
• Why you believe you are a strong fit for this senior Business Development Account Manager position
• A clear explanation of your relevant experience particularly in business development or account management
• One example of a time you successfully managed or grew a B2B relationship such as a partnership win, an upsell, or resolving an issue for a key account

To confirm you have read this job description in full, please include the word B2BSADDLES at the very end of your cover letter.

We take accuracy, attention to detail and communication quality seriously. These are essential for success in this role.

Overview

The Product Manager is responsible for overseeing all product activity within the business including new and used saddles, accessories and consumables. This is a senior operational role that combines buying, stock management, product quality control, pricing, forecasting and commercial decision making.

The Product Manager ensures the business has the right stock, at the right quantities, at the right time while maximising margin, protecting cash flow and supporting sales growth. This role also works closely with marketing, warehouse and customer service to ensure products are presented accurately, delivered efficiently and supported by clear and compelling commercial strategies.

This person must be financially aware, commercially driven, detail oriented and able to move quickly when opportunities arise. They must be able to analyse data, forecast demand, negotiate effectively and work proactively to maintain optimal stock levels across all product categories.

This role reports directly to the Customer Service Manager.

Key Responsibilities

Product Buying and Procurement

• Manage all buying activity for new and used saddles, accessories and related products
• Quote accurately for second hand stock using brand, condition, demand and margin considerations
• Source new product lines and build relationships with suppliers and manufacturers
• Negotiate pricing, terms and lead times to maximise profitability
• Take advantage of deals, promotions and time sensitive opportunities
• Place purchase orders and ensure all minimum stock levels are maintained

Budgeting, Forecasting and Financial Control

• Build and maintain buying budgets across all product categories
• Forecast stock requirements based on historical data, seasonal trends and sales patterns
• Monitor product margins and adjust buying strategies where needed
• Manage spend responsibly to protect cash flow
• Provide weekly, monthly and quarterly financial updates to the management team
• Track stock values, ageing stock, slow moving lines and opportunities for clearance

Stock Management and Product Accuracy

• Ensure all deliveries match purchase orders with correct quantities, sizes and product details
• Liaise with the warehouse on product quality standards for both new and used items
• Work closely with the warehouse to ensure accurate booking in and stock placement
• Conduct regular stock checks and audits
• Maintain product accuracy across all online listings including measurements, images, pricing and descriptions
• Ensure warehouse cleanliness, organisation and safe storage of all products
• Identify missing, damaged or incorrect stock and resolve promptly

Product Portfolio and Commercial Strategy

• Maintain a balanced and profitable product range
• Identify opportunities to expand or refine the product offering
• Work with marketing to build promotions, seasonal offers and product based campaigns
• Monitor market trends, competitor pricing and product availability
• Recommend price adjustments and product positioning strategies
• Analyse product performance and make data driven decisions

Discontinued and Clearance Management

• Plan and manage clearance stock, end of line items and older inventory
• Recommend clearance strategies to improve cash flow and reduce aged stock
• Work with marketing to promote clearance events or campaigns

Risk Management

• Identify supply chain risks including delays, stock shortages and supplier issues
• Develop mitigation plans to reduce operational disruption
• Monitor supplier reliability and performance

Process Improvements

• Improve internal workflows between buying, warehouse, customer service and marketing
• Identify inefficiencies and recommend improvements to increase accuracy and efficiency
• Document improved processes and communicate changes to relevant teams

Customer Support and Sales Enablement

• Support the customer service team with product questions, suitability queries and technical information
• Provide product training to relevant staff where required
• Assist with customer escalations relating to product queries
• Support customer service with answering calls, emails and customer enquiries as required
• Communicate clearly with both warehouse and customer service to maintain smooth operations

Reporting and Insight

• Produce reports for the management team covering
– stock values
– sales by product category
– margin analysis
– aged stock
– supplier performance
– quotes completed and conversion rates

• Identify risks, opportunities and areas for improvement
• Make clear recommendations on buying strategies and stock planning

What Success Looks Like

• Stock levels are accurate, optimised and aligned with demand
• Margins improve through strong negotiation and smart buying
• Warehouse is organised, clean and efficient
• Products are always accurately listed and available for customers
• Quotes are completed quickly and accurately
• Deals and opportunities are captured promptly
• Marketing has timely product information for campaigns
• Reports to senior management are clear, accurate and commercially useful
• The business maintains a strong, reliable and profitable product offering

Required Skills and Experience

Essential Skills
• Strong commercial awareness and financial understanding
• Excellent negotiation and supplier management skills
• Strong analytical ability with confidence in data and forecasting
• Exceptional attention to detail and accuracy
• Fast learner with strong product focus
• Confident using spreadsheets and reporting tools
• Clear communicator written and verbal
• Ability to work independently and as part of a team
• Comfortable making decisions based on data and business needs
• Organised, proactive and disciplined in planning workload

Personal Qualities
• Keen eye for detail and product quality
• Highly reliable with strong ownership mentality
• Calm, logical and solutions focused
• Ethical, honest and professional in all supplier interactions
• Strong sense of responsibility and commercial thinking
• Thrives in a fast paced, evolving environment
• Confident decision maker able to balance risk and reward
• Strong initiative with the ability to act quickly when opportunities arise
• Curious and willing to learn about products, suppliers and market trends
• Excellent prioritisation skills with the ability to manage multiple tasks at once
• Positive attitude with the ability to remain steady under pressure
• Clear communicator who builds strong relationships across the business

Desirable Experience
• Buying or procurement experience
• Stock control or product management background
• Experience in retail, ecommerce or equestrian industry
• Saddle or equestrian product knowledge not essential

Role Type

• Full time
• Office based at The Saddle Bank HQ, PE7
• Reports to General Manager
• Salary Up to £34,000 per annum dependent upon experience

This role will remain open until we find the right candidate. We are committed to hiring the best fit and are not working to a deadline.

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

Your cover letter must include
• Why you believe you are a strong fit for this senior Buyer and Product Manager position
• A clear explanation of your relevant experience in buying, procurement, stock management or product oversight
• One example of a time you managed stock, negotiated with suppliers or made a commercial decision that improved margin, accuracy or efficiency

To confirm you have read this job description in full, please include the word PRODUCTFIRST at the very end of your cover letter.

We take accuracy, attention to detail and communication quality seriously. These are essential for success in this role.

Overview

The Senior Customer Service Representative is responsible for delivering world class customer service across all communication channels while protecting The Saddle Bank’s premium brand reputation.

This is a senior customer service position, not an entry level role. The Senior Customer Service Representative must bring proven experience, strong judgement and the ability to confidently handle all levels of customer service including complex cases, complaints and service improvements. The successful candidate will understand the critical impact of customer service on business performance and will contribute insights and recommendations to support continuous improvement.

This role does not manage people. It is a senior, hands on customer service role with responsibility for maintaining service standards, supporting KPIs, handling escalations and taking ownership of complex customer journeys.

The Senior Customer Service Representative provides excellent customer service personally and takes full responsibility for customer satisfaction outcomes, reporting directly to the Customer Service Manager.

Key Responsibilities

Customer Service Delivery and Ownership

Personally deliver exceptional customer service across
• Phone calls
• Email
• Live chat
• Social media messaging
• Other customer communication channels

Take full ownership of each customer’s journey, ensuring they feel supported, valued and confident at every stage.

Resolve complaints quickly, calmly and efficiently, protecting customer satisfaction and the brand.

Communicate with warmth, empathy, clarity and professionalism at all times.

Maintain consistently high standards of tone and communication that reflect The Saddle Bank’s premium reputation.

Support the day to day running of the customer service function through reliability, accuracy and strong ownership.

Ensure all customer service processes, standards and SOPs are followed consistently.

Maintain awareness of customer workflows, priorities and escalation requirements.

Customer Service Performance and KPI Contribution

Work to and support all customer service KPIs including
• Response speeds and inbox health
• Complaint rates
• Customer satisfaction and Trustpilot performance
• Accuracy and zero error standards
• Lead follow up times

Ensure all customer communication is fast, accurate and complete.

Manage workload effectively to maintain strong and consistent service delivery.

Quality Assurance and Continuous Improvement

Maintain a zero error approach to customer communication.

Identify recurring customer issues and contribute to root cause analysis.

Suggest improvements to scripts, templates, SOPs and customer pathways.

Help reduce repeat queries through clear, proactive and complete communication.

Reporting and Insight

Contribute to weekly and monthly reporting by providing insight into
• Customer issues and trends
• Complaint patterns
• Review feedback and sentiment
• Operational challenges affecting customer experience

Share observations and recommendations with the Customer Service Manager to support service improvements.

Issue Resolution and Escalation Handling

Handle complex, sensitive or high priority customer issues personally.

Escalate issues only when they fall outside documented policy such as legal situations, policy exceptions or high value disputes.

Ensure all escalation notes and documentation are complete, clear and accurate.

What Success Looks Like

• Customers consistently receive a 5 star service experience
• The Saddle Bank maintains or exceeds a 4.9 star reputation
• Complaints reduce and customer confidence increases
• Service KPIs are consistently achieved or exceeded
• Processes are followed accurately and consistently
• Communication is warm, clear, accurate and on brand
• The customer service team benefits from reliable senior level support

Required Skills and Experience

Essential Skills
• Excellent communicator written and verbal
• Confident handling calls, email and live chat
• Strong organisational and prioritisation skills
• High attention to detail and accuracy
• Calm decision maker who handles pressure well
• Strong problem solving and customer first mindset
• Experienced handling escalations, complaints and complex customer journeys
• Action taker who can work independently or as part of a team

Personal Qualities
• Strong ownership mentality with accountability for outcomes
• Warm, empathetic and emotionally stable
• Reliable, punctual and consistent
• Brand conscious and quality focused
• Proactive, solution oriented and continuously improving
• High personal integrity and professionalism

Desirable Experience
• Senior customer service experience with responsibility for complex cases
• Experience in a KPI driven customer service environment
• Quality assurance or operations exposure
• Equestrian knowledge beneficial but not essential

Role Type

• Full time
• Office based at The Saddle Bank HQ, PE7
• Reports to Customer Service Manager
• Salary up to £31,000 per annum dependent upon experience

This role will remain open until we find the right candidate. We are committed to hiring the best fit and are not working to a deadline.

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

Your cover letter must include
• Why you believe you are a strong fit for this senior Customer Service Manager position
• A clear explanation of your relevant experience
• One example of a complex customer service issue you have handled such as a complaint, escalation or high pressure service situation

To confirm you have read this job description in full, please include the word CUSTOMERFIRST at the very end of your cover letter.

We take accuracy, attention to detail and communication quality seriously. These are essential for success in this role.