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