Customer Experience & Community Manager

A fast-growing international premium consumer brand is looking for a Customer Experience & Community Manager to own and strengthen its relationship with customers worldwide. This business sells into more than 50 countries through a combination of direct-to-consumer, wholesale and marketplace channels and is investing heavily in becoming more customer-centric.

About the Role

You will own the relationship with customers across social media, community engagement, customer experience and consumer insight. You'll take ownership of the entire customer journey, helping build a best-in-class experience while developing a clear picture of who the customer is, what they care about and how the business can serve them better.

Responsibilities

• Own customer experience across email, live chat, messaging platforms and customer support channels.
• Manage and grow the brand's online community across social platforms.
• Oversee organic social publishing and day-to-day channel management.
• Monitor customer sentiment, reviews and feedback across all touchpoints.
• Build customer insight and Voice of Customer programmes from the ground up.
• Analyse customer feedback and identify actionable insights.
• Develop customer personas and improve understanding of target audiences.
• Work cross-functionally with Product, Marketing and Commercial teams to influence decision-making.
• Improve customer satisfaction, review scores and overall customer experience performance.
• Create consistency in customer communication and brand tone of voice across all channels.
• Curate user-generated content and develop relationships with loyal customers and brand advocates.

Qualifications

• 4-7 years' experience across Customer Experience, Community, Social Media, Customer Success or Consumer Insight.
• Experience with in a DTC or eCommerce environment.
• A track record of turning customer feedback into business improvements.
• Experience managing social communities and customer interactions.
• Strong project management and stakeholder management skills.
• Excellent written communication and brand storytelling ability.
• Experience using platforms such as Shopify, Zendesk, Gorgias, Intercom or similar customer support tools.
• A genuine passion for understanding customer behaviour.

Preferred Skills

• Experience with in premium consumer, lifestyle, fashion, accessories, luxury or high-growth eCommerce brands would be advantageous.
• Experience developing Voice of Customer programmes, customer research initiatives or consumer insight frameworks would be particularly valuable.

Pay range and compensation package

• Bonus opportunity (circa 15%)
• Pension
• Hybrid working (4 days office / 1 day remote)