Customer Experience & Community Manager
Role Overview
Own customer relationships across social media, community engagement, customer experience and consumer insight.
Take ownership of the customer journey and help build a strong customer experience while developing understanding of customer needs.
Key Skills for This Role
Full Job Posting
About the company
A fast-growing international premium consumer brand sells in more than 50 countries through direct-to-consumer, wholesale and marketplace channels.
The business is investing in becoming more customer-centric.
Role overview
Own customer relationships across social media, community engagement, customer experience and consumer insight.
Take ownership of the customer journey and help build a strong customer experience while developing understanding of customer needs.
Responsibilities
- Own customer experience across email, live chat, messaging platforms and support channels; manage and grow the online community.
- Oversee organic social publishing and channel management; monitor sentiment, reviews and feedback.
- Build Voice of Customer programmes, analyse feedback, identify insights and develop customer personas.
- Partner with Product, Marketing and Commercial teams to influence decisions and improve customer experience performance.
- Improve satisfaction and review scores, maintain consistent communications and brand tone, and curate user-generated content.
- Develop relationships with loyal customers and brand advocates.
Qualifications and experience
- 4–7 years' experience across Customer Experience, Community, Social Media, Customer Success or Consumer Insight.
- Experience in a DTC or eCommerce environment and a record of turning customer feedback into business improvements.
- Experience managing social communities and customer interactions; strong project and stakeholder management skills.
- Excellent written communication and brand storytelling ability; passion for understanding customer behaviour.
- Experience using Shopify, Zendesk, Gorgias, Intercom or similar customer support tools.
- Premium consumer, lifestyle, fashion, accessories, luxury or high-growth eCommerce experience is advantageous.
- Voice of Customer programmes, customer research or consumer insight framework experience is particularly valuable.
Pay and benefits
- Base salary range is £50,000–£62,000, with a bonus opportunity of approximately 15%.
- Benefits include 20 days of holiday plus bank holidays and a pension.
Work arrangement
- Hybrid working is described as four days in the office and one day remote.
- The role is based at a London office.
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