At a Glance
- Tasks: Manage customer interactions across digital channels and enhance the online community experience.
- Company: Join a fast-growing, purpose-driven brand in the lifestyle sector.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for career progression.
- Other info: Dynamic culture with a focus on collaboration and personal growth.
- Why this job: Shape the customer experience and foster a vibrant community while working closely with leadership.
- Qualifications: 2-4 years in customer service or community management, strong communication skills in English and French.
The predicted salary is between 35000 - 45000 £ per year.
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.
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.
- #J-18808-Ljbffr
Community & Digital Customer Service Manager in London employer: One80 Kitchen Lounge Restaurant
As a Community & Digital Customer Service Manager at our London location, you will thrive in a dynamic, entrepreneurial environment that values your contributions to enhancing customer experiences. With a strong focus on employee growth and a culture that fosters collaboration and innovation, you'll have the opportunity to work closely with senior leadership and shape the future of our vibrant lifestyle community. Enjoy the benefits of hybrid working flexibility, competitive salary, and the chance to make a meaningful impact in a fast-growing, purpose-driven brand.
Contact Details:
One80 Kitchen Lounge Restaurant Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Community & Digital Customer Service Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at One80 Kitchen Lounge Restaurant. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like One80 Kitchen Lounge Restaurant before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Community & Digital Customer Service Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to One80 Kitchen Lounge Restaurant:Your cover letter is your chance to shine! Tell us why you want to work at One80 Kitchen Lounge Restaurant specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at One80 Kitchen Lounge Restaurant!
How to prepare for a job interview at One80 Kitchen Lounge Restaurant
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
