Customer Communications Manager

Job Description: Customer Communications Manager

Read the overview of this opportunity to understand what skills, including and relevant soft skills and software package proficiencies, are required.

Position Overview:

We 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.

Key Responsibilities:

Consumer engagement:

* Responding to email inquiries across brands.

* Providing customer support for direct inquiries on social platforms, direct messages.

* Work across TikTok, Instagram and emails to directly respond to any issues involving the customer and ensuring those are resolved.

* Manage requests in a timely and efficient manner.

Order Management:

* Monitor order issues.

* Work closely with warehouse and operations teams.

* Track and resolve any order-related inquiries.

Marketplace Management:

* Monitor and respond to Target Q&A.

* Respond to Amazon buyer messages and manage customer reviews.

Content & System Management:

* Develop and manage an extensive macro library in Gorgias to enhance consumer interactions and accelerate response times.

Performance:

* Measure consumer service results and report on monthly performance across brands.

* Analyse performance data and recommend actionable improvements.

Key Requirements:

* Minimum 2 years’ experience in customer service or consumer experience management.

* Proven ability to manage multiple brands and platforms.

* Comfortable working with customer service tools, such as Gorgias, and managing social media platforms like Instagram and TikTok.

* Analytical mindset with the ability to track, measure, and report on performance metrics.

* Ability to work independently and as part of a cross-functional team