Customer Experience & Community Manager

Customer Experience & Community Manager We are seeking a passionate and polished Customer Experience Manager to join a growing portfolio of brands across beauty, fashion and lifestyle. This is not a standard customer service role. You will be the voice of the brand at every customer touchpoint - from first interaction through to post-purchase experience and community building. You understand that in a founder-led brand, every customer conversation is a brand moment. Key responsibilities: • Managing all customer communications across email, DMs and platform messaging • Building and maintaining brand voice guidelines for customer interactions • Creating FAQ frameworks, response templates and escalation processes from the ground up • Post-purchase experience management - returns, feedback, loyalty • Community management across social platforms • Identifying customer insights and feeding them back to the founder and marketing team • VIP client management for education and mentoring offerings You are: • Experienced in customer experience within beauty, fashion or lifestyle e-commerce • A flawless written communicator with an instinct for brand voice and personal relationship building • Calm, solutions-focused and genuinely passionate about people • Someone who treats every customer interaction as an opportunity to build loyalty • Proactive - you build the systems before the problems arrive • Discreet and professional at all times Experience building customer experience functions from scratch within a DTC or founder-led brand is highly regarded. This is an ongoing role with scope to grow significantly as the brand scales. To apply: Share examples of customer experience work, community management or brand voice you’ve developed - and tell us what exceptional customer experience means to you personally.