Customer Communications Manager

Job Description: Customer Communications Manager\\n\\nPosition Overview:\\n\\nWe are working with one of our amazing clients on this Customer Communications Manager role. Our client is a global company with a number of well-known brands under their belt; they're making their mark in the Beauty & Personal care industry, with a major focus on sustainability and innovation. They’re on the look- out for a motivated and customer-centric Consumer Communications Manager.\\n\\nKey Responsibilities:\\n\\nConsumer engagement:\\n\\n * Responding to email inquiries across brands.\\n\\n * Providing customer support for direct inquiries on social platforms, direct messages.\\n\\n * Work across TikTok, Instagram and emails to directly respond to any issues involving the customer and ensuring those are resolved.\\n\\n * Manage requests in a timely and efficient manner.\\n\\nOrder Management:\\n\\n * Monitor order issues.\\n\\n * Work closely with warehouse and operations teams.\\n\\n * Track and resolve any order-related inquiries.\\n\\nMarketplace Management:\\n\\n * Monitor and respond to Target Q&A.\\n\\n * Respond to Amazon buyer messages and manage customer reviews.\\n\\nContent & System Management:\\n\\n * Develop and manage an extensive macro library in Gorgias to enhance consumer interactions and accelerate response times.\\n\\nPerformance:\\n\\n * Measure consumer service results and report on monthly performance across brands.\\n\\n * Analyse performance data and recommend actionable improvements.\\n\\nKey Requirements:\\n\\n * Minimum 2 years’ experience in customer service or consumer experience management.\\n\\n * Proven ability to manage multiple brands and platforms.\\n\\n * Comfortable working with customer service tools, such as Gorgias, and managing social media platforms like Instagram and TikTok.\\n\\n * Analytical mindset with the ability to track, measure, and report on performance metrics.\\n\\n * Ability to work independently and as part of a cross-functional team