Customer Communications Manager

Job Description: Customer Communications Manager 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