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.