Customer Care Representative jobs in United States

Zapp is London’s leading premium convenience retail platform. Founded in 2020, our vision is to disrupt the multi-trillion dollar convenience retail market, currently dominated by major players, by developing best-in-class customer-centric technology and fulfilment solutions. Zapp partners with some of the world’s leading brands to deliver an exclusive range of hand-picked products 24/7, delivered in minutes.

We're looking for a commercially astute Pricing Manager to drive and evolve Zapp's pricing strategy. This is a high-impact role for someone who combines analytical rigour with commercial instinct, sitting at the intersection of data, strategy, and execution. You'll be responsible for pricing decisions that directly shape our P&L, competitive positioning, and customer perception.

You’ll develop sophisticated pricing frameworks across our entire catalogue whilst building the infrastructure to monitor competitors in real-time. This isn't a role for someone who waits for direction. You'll be expected to challenge the status quo, identify margin opportunities proactively, and move quickly to capitalise on market dynamics. If you thrive on complexity, love working with data, and want to make pricing decisions that matter, this role is for you.

• Design and implement comprehensive pricing strategies across all product categories, considering competitive positioning, cost structures, and customer elasticity
• Build long‑term pricing roadmaps aligned with company growth objectives and market expansion plans
• Lead weekly pricing reviews analysing performance against margin targets, competitive benchmarks, and customer price perception; identify and execute margin improvement opportunities
• Create clear pricing guidelines and playbooks for category managers and commercial teams
• Partner with Finance to forecast revenue impact of pricing changes and support P&L planning; provide commercial insights that inform category investment decisions

• Build and maintain automated competitor price scraping infrastructure to monitor thousands of SKUs daily; create real‑time alerting systems that flag significant price movements or promotional activity
• Develop competitive pricing dashboards using Looker that provide instant visibility on price positioning by category, enabling faster and more informed pricing decisions
• Leverage automation tools and APIs; continuously improve the sophistication and coverage of competitive intelligence systems
• Analyse competitor pricing strategies and promotional patterns to identify market opportunities and threats; translate competitive insights into actionable pricing recommendations
• Conduct deep‑dive analysis on price sensitivity across customer segments, categories, and occasions

• 5+ years of pricing, commercial analytics experience, preferably in retail, grocery, or e-commerce; strong understanding of pricing elasticity, market positioning, and margin management
• Proven track record of developing and implementing pricing strategies that delivered measurable P&L impact
• Strong proficiency in SQL and data visualisation tools (Looker)
• Advanced Excel/Google Sheets skills including complex modelling and analysis
• Experience building or working with automated competitor monitoring systems or web‑scraping tools