Arctic Juice & Cafe
Community & Digital Customer Service Manager
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Community & Digital Customer Service Manager
Role: Community & Digital Customer Service Manager
About Us
At Arctic Juice & Café, we believe living well starts with the choices we make every day. We're more than a café – we're an active lifestyle brand committed to helping people eat well, move more, and live with balance.
Everything we create is guided by a simple philosophy: fresh, real food made with clean, high-quality ingredients. From our juices and organic coffee to our seasonal menu, every recipe delivers great taste, balanced nutrition, and natural energy.
Our mission is to champion a positive, active approach to life. We create welcoming spaces where healthy living becomes part of everyday life—whether you're starting your day, refuelling post-workout, meeting friends, or simply enjoying something fresh.
As we enter our tenth year of growth, we're looking for a proactive, customer-focused Community & Digital Customer Service Manager to shape and enhance our digital customer experience.
Location & Travel
- London (2–3 days per week)
- Travel to our Switzerland HQ in Lausanne every 2 weeks
The Role
The Community & Digital Customer Service Manager will be instrumental in managing customer relations across digital platforms. They'll merge support roles with community growth, ensuring consistent, brand-aligned interactions while acting as a bridge between customers, marketing, operations, and tech partners.
Unique for someone who thrives in problem-solving, relationship-building, and delivering exceptional customer service in a fast-growing environment.
Key Responsibilities
1. Digital Customer Service & Support
- Manage customer inquiries across email, website, app, and social media.
- Provide timely, professional, and empathetic service aligned with Arctic Juice & Café brand values.
- Resolve customer issues efficiently; escalate where necessary.
- Maintain customer service processes, FAQs, and knowledge bases.
- Monitor customer feedback and identify trends for digital experience improvements.
- Track customer service metrics and compile regular reports and insights.
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2. App & Website Support
- Offer day-to-day operational support for the brand’s app and website.
- Manage content updates, promotions, and customer-facing information.
- Test new app features and functionality before launch.
- Collaborate with external tech partners and internal teams to resolve bugs and technical issues.
- Assist with user onboarding and UX improvements.
- Ensure accurate, up-to-date content and maintain platform performance.
3. Community Management
- Support engagement within the Arctic Juice & Café digital community, including app users and Run Club members.
- Respond to community comments, messages, and discussions across platforms.
- Foster a positive, inclusive, and motivating environment.
- Identify storytelling opportunities and encourage customer advocacy.
- Gather feedback to support marketing and product initiatives.
4. Social Media Customer Care
- Be the first point of contact for social media inquiries.
- Maintain a consistent brand tone in collaboration with Marketing.
- Escalate relevant feedback, trends, and issues internally.
- Engage the community during campaigns, events, and launches.
- Identify opportunities to enhance customer experience on social platforms.
5. Cross-Functional Collaboration
- Partner closely with Marketing, Operations, Retail, and Technology teams to improve customer experience.
- Support customer communications for launches, events, app updates, and promotions.
- Ensure consistency across all customer touchpoints.
- Propose ideas for engagement, retention, and loyalty strategies.
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Required Experience & Skills
Core Requirements
- 2–4 years in customer service, community management, digital operations, or a related role.
- Experience supporting customers via email, social media, and web platforms.
- Proficiency in written and verbal English; fluency in French an advantage.
- Sharp organisational skills with attention to detail.
- Comfortable managing multiple priorities in a fast-paced environment.
- Familiarity with customer service platforms, CRMs, and ticketing tools.
- Knowledge of social media platforms and online communities.
- Confidence in using websites and mobile apps.
- Customer-focused problem-solver with strong stakeholder management.
Desirable Qualities
- Background in FMCG, hospitality, wellness, fitness, or consumer lifestyle brands.
- Experience with website CMS platforms and mobile apps.
- Experience working with agencies or external tech partners.
- Knowledge of CRM, customer engagement tools, and analytics.
- Interest in running, fitness, wellness, or healthy living.
- Basic design skills (Adobe Suite, Figma).
Personal Attributes
- Approachable, positive, and customer-centric.
- Strong sense of ownership and initiative.
- Calm and logical under pressure.
- Highly organised and detail-oriented.
- Thrives as a collaborative team player.
- Adaptable and eager to learn.
- Passionate about excellent customer experiences.
Why Join Us?
- Part of a fast-growing, purpose-driven brand.
- Work closely with founders and senior leadership.
- Contribute to shaping a thriving, exciting lifestyle community.
- Develop with a company still in strong growth phases.
- Hybrid working flexibility.
- Entrepreneurial, community-led culture.
- Competitive salary.
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