Community & Digital Customer Service Manager at Arctic Juice & Cafe

, , Switzerland -

Full Time

Start Date

Immediate

Expiry Date

08 Sep, 26

Salary

0.0

Posted On

10 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Community Management, Digital Operations, English Proficiency, French Proficiency, CRM Systems, Social Media Management, Stakeholder Management, Problem Solving, Content Management, User Experience, Reporting and Insights

Industry

Food and Beverage Services

Description

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. 1. 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 2. 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 3. 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 4. 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 5. 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 ● 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. 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.

Responsibilities

Manage digital customer interactions across app, website, email, and social channels to ensure brand-aligned support. Act as a liaison between customers and internal teams to improve the digital experience and foster an engaged community.