Customer Experience & Community Manager

About the CompanyA 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 RoleYou 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.ResponsibilitiesOwn 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.Qualifications4-7 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.Preferred SkillsExperience 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 salaryBonus opportunity (circa 15%)20 days holiday plus bank holidaysPensionHybrid working (4 days office / 1 day remote)London-based office