Trust In SODA
Customer Experience & Community Manager
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About the Company
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.
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Qualifications
- 4-7 years' experience across Customer Experience, Community, Social Media, Customer Success or Consumer Insight.
- Experience within 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.
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Preferred Skills
- Experience within 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
- £50,000-£62,000 base salary
- Bonus opportunity (circa 15%)
- 20 days holiday plus bank holidays
- Pension
- Hybrid working (4 days office / 1 day remote)
- London-based office
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