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- Tasks: Own and elevate customer experience while engaging with the community.
- Company: Join Nero, a fast-growing premium activewear brand committed to sustainability.
- Benefits: Competitive salary, hybrid work, and real impact from day one.
- Other info: Great learning opportunities and a chance to make a difference in a high-growth brand.
- Why this job: Shape customer interactions and work closely with the founder in a dynamic environment.
- Qualifications: Experience in customer support or community roles with strong communication skills.
The predicted salary is between 30000 - 35000 ÂŁ per year.
We’ve teamed up with the fast-growing premium activewear brand, Nero, who are now looking to secure a CX & Community Manager to own and elevate their customer experience as they scale. This is a brilliant opportunity for someone early in their career who thrives in a hands‑on role, enjoys working closely with a founder, and wants to play a key part in shaping how a brand is experienced day‑to‑day.
At Nero, the belief is simple: the activewear industry shouldn’t rely on plastic. Built on a commitment to natural performance fabrics like merino wool and organic cotton, Nero is proving that you don’t need synthetics to create high‑performing, long‑lasting apparel. Every product is designed to breathe, regulate, and stand the test of time without compromise. As a fast growing DTC brand, Nero is focused on building not just great products, but a reputation for quality, care, and thoughtful customer experience at every touchpoint.
As CX & Community Manager, you’ll take ownership of the end‑to‑end customer experience from order through to post‑delivery support and community interaction. This is not a reactive support role. You’ll be proactive, detail‑oriented, and deeply invested in making sure every customer interaction reflects the brand’s premium positioning. You’ll work closely with the founder, warehouse partners, and wider operations, while also representing the brand across social channels.
Main Responsibilities- Manage all inbound customer queries across email and support channels
- Resolve issues quickly and thoughtfully, ensuring a high‑quality experience
- Proactively communicate with customers around order updates or delays
- Liaise with warehouse partners to track orders and resolve fulfilment issues
- Handle returns and exchanges with care and attention to detail
- Monitor and respond to comments and DMs across social platforms
- Represent the brand voice clearly warm, considered, and human
- Engage with the community in a way that reflects Nero’s premium positioning
- Identify trends, feedback, and conversations happening within the audience
- Escalate sensitive or high‑risk interactions appropriately
- Support the founder with day‑to‑day operational tasks and admin
- Maintain clear internal communication across customer and fulfilment updates
- Surface issues early, providing context and suggested solutions
- Produce regular updates on customer feedback, common issues, and sentiment
- Act as a reliable, hands‑on support across the business as it scales
- Ensure every customer interaction reflects a high standard of care
- Maintain strong attention to detail across communication and processes
- Take ownership of the overall customer journey and how it is delivered
- Continuously look for ways to improve efficiency and clarity across support
- Highly proactive approach to problem solving
- Strong ownership mindset
- Excellent written communication and attention to tone
- Comfortable managing multiple priorities in a fast‑paced environment
- Genuine care for delivering a high‑quality customer experience
- Previous experience in a customer experience, support, or community role
- Strong written communication skills with a natural, human tone
- Highly organised with the ability to manage multiple workflows
- Comfortable working cross‑functionally with operations and logistics
- Experience in a DTC or eCommerce brand is a plus
- £30,000–£35,000 per annum (depending on experience)
- Hybrid set up with office based in Manchester
- Opportunity to work closely with a founder in a high‑growth brand
- Real ownership and impact from day one
- Fast‑paced environment with strong learning and progression opportunities
Nero is committed to building a thoughtful, inclusive, and high‑performing team. We welcome applications from all backgrounds and are happy to support any adjustments needed throughout the process.
CX & Community Manager in Manchester employer: HyperGrowth Recruitment
Contact Detail:
HyperGrowth Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CX & Community Manager in Manchester
✨Tip Number 1
Get to know Nero's brand values inside out. When you’re chatting with them, show that you understand their commitment to natural performance fabrics and how that shapes the customer experience. This will help you stand out as someone who truly gets what they’re about.
✨Tip Number 2
Be proactive in your approach! Think of ways you can enhance the customer journey before they even ask. Bring ideas to the table during interviews about how you’d handle customer queries or improve community engagement—this shows you’re ready to take ownership from day one.
✨Tip Number 3
Don’t just focus on your experience; share stories that highlight your problem-solving skills. Whether it’s a tricky customer situation or a community challenge, showing how you’ve tackled issues in the past will resonate well with the team at Nero.
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of the Nero family. Let’s get you that interview!
We think you need these skills to ace CX & Community Manager in Manchester
Some tips for your application 🫡
Show Your Passion for Customer Experience: When you're writing your application, let your enthusiasm for customer experience shine through. Share specific examples of how you've gone above and beyond to help customers in the past. We want to see that you genuinely care about making every interaction a positive one!
Keep It Personal and Human: Remember, we’re looking for someone who can represent Nero’s warm and considered brand voice. Use a friendly tone in your application, and don’t be afraid to inject a bit of personality. This is your chance to show us how you connect with people!
Be Detail-Oriented: Attention to detail is key in this role, so make sure your application reflects that. Double-check for any typos or errors, and ensure your writing is clear and concise. We appreciate candidates who take the time to present themselves well!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of being noticed. It’s super easy, and it helps us keep track of all applications. Plus, you’ll get to see more about what we do at Nero while you’re there!
How to prepare for a job interview at HyperGrowth Recruitment
✨Know the Brand Inside Out
Before your interview, dive deep into Nero's mission and values. Understand their commitment to natural performance fabrics and how they differentiate themselves in the activewear market. This knowledge will help you articulate how your skills align with their vision.
✨Showcase Your Customer-Centric Mindset
Prepare examples from your past experiences where you've gone above and beyond for customers. Highlight your proactive approach to problem-solving and how you’ve ensured a high-quality customer experience. This is crucial for a role focused on elevating customer interactions.
✨Engage with Their Community
Familiarise yourself with Nero’s social media presence and community engagement strategies. Be ready to discuss how you would represent their brand voice and engage with customers online. Showing that you understand their audience will set you apart.
✨Demonstrate Organisational Skills
Since the role involves managing multiple priorities, come prepared with examples of how you’ve successfully juggled various tasks in a fast-paced environment. Discuss tools or methods you use to stay organised and ensure nothing slips through the cracks.