Community & Digital Customer Service Manager

Community & Digital Customer Service Manager

The Community & Digital Customer Service Manager will play a key role in supporting the day-to-day operation of our digital customer experience. You will manage customer interactions across our app, website, email and social channels, ensuring customers receive timely, helpful and brand-aligned support. You will also act as the link between our customers, marketing team, operations teams and technology partners, helping identify opportunities to improve the digital experience while fostering a positive and engaged community. This is a hands on role suited to someone who enjoys problem solving, building relationships and delivering excellent service in a fast paced, growing business.

Location: London (2 3 days per week)

Travel: Travel to our Switzerland HQ in Lausanne every 2 weeks.

• 2-4 years' experience in customer service, community management, digital operations or a related role
• Experience supporting customers across digital channels including email, social media and web platforms
• Strong written and verbal communication skills in English and French.
• Excellent organisational skills with strong attention to detail.
• Comfortable managing multiple priorities in a fast paced environment.
• Experience using customer service platforms, CRM systems or ticketing tools.
• Good understanding of social media platforms and online communities.
• Confidence working with digital products, websites and mobile apps.
• Proactive problem solving mindset with a customer first approach.
• Strong stakeholder management and relationship building skills.

Desirable

• Experience within FMCG, hospitality, wellness, fitness or consumer lifestyle brands
• Familiarity with website CMS platforms and mobile app environments
• Experience working with agencies or external technology partners
• Knowledge of CRM and customer engagement tools.
• Interest in running, fitness, wellness or healthy living.

Personal Attributes

• Positive, approachable and customer-focused.
• Strong ownership mentality and willingness to take initiative.
• Calm and solutions oriented under pressure.
• Highly organised and detail oriented.
• Collaborative team player.
• Adaptable and eager to learn.
• Passionate about delivering exceptional customer experiences.

Digital Customer Service & Support

• Manage customer enquiries across email, website, app and social media channels.
• Deliver timely, professional and empathetic customer support aligned with brand values.
• Resolve customer issues efficiently, escalating where appropriate.
• Maintain customer service processes, FAQs and knowledge bases.
• Monitor customer feedback and identify recurring issues or opportunities for improvement.
• Track customer service metrics and provide regular reporting and insights.

App & Website Support

• Provide day to day operational support for the brand app and website.
• Manage back end content updates, promotions and customer facing information.
• Test new features and functionality before launch.
• Liaise with external technology partners and internal teams to resolve bugs and technical issues.
• Support customer onboarding and user experience improvements.
• Assist in maintaining accurate content and ensuring smooth platform performance.

Community Management

• Support engagement within the Arctic Juice & Café digital community, including Run Club members and app users.
• Respond to community comments, messages and discussions across social channels.
• Help foster a positive, inclusive and motivating community environment.
• Identify opportunities for community driven storytelling and customer advocacy.
• Gather customer feedback and insights to support marketing and product development initiatives.

Social Media Customer Care

• Act as the first point of contact for customer enquiries received via social media.
• Work closely with our Marketing Lead to ensure consistent brand tone and messaging.
• Escalate relevant customer feedback, trends and issues internally.
• Support community engagement during campaigns, events and launches.
• Identify opportunities to enhance customer experience across social platforms.

Cross Functional Collaboration

• Work closely with Marketing, Operations, Retail and Technology teams to improve customer experience.
• Support customer communications relating to launches, events, app updates and promotions.
• Help maintain consistency across all customer touchpoints.
• Contribute ideas for improving customer engagement, retention and loyalty.

Benefits

• Be part of a fast growing, purpose driven brand.
• Work closely with the founder and senior leadership.
• Help shape the customer experience of an exciting lifestyle community.
• Opportunity for progression as the business continues to scale.
• Hybrid working flexibility.
• Dynamic, entrepreneurial and community led culture.
• Competitive salary.