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.

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 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.