Job Description

We're looking for a passionate and creative individual to join our Marketing team as a Community & Customer Care Manager. In this role, you'll be the voice and advocate for our customers, building and nurturing relationships with our online community. Your goal is to create a positive and engaging brand experience, ensuring our customers feel valued and heard.

Qualifications: 3-5 years of experience of community management in social media, preferably in the fashion retail space.

Strong Copywriting and SEO skills preferred

A degree in Communications, Marketing, Public Relations, or a related field.

Strong understanding of social media platforms, community tools, and analytics.

Excellent communication and interpersonal skills.

A proactive, empathetic, and solutions-oriented mindset.

Experience managing or mentoring a small team is a plus.
Familiarity with customer service platforms and content management tools.

Responsibilities: Monitor and respond to customer queries, feedback, and complaints, escalating where necessary and tracking resolution.

Track parcel-related queries and follow-up to ensure customer satisfaction.

Create and curate engaging content that reflects our brand voice and resonates with our audience.

Foster a positive, inclusive, and safe online environment.

Identify and build relationships with key community members and influencers.

Report on community engagement and customer care metrics, providing insights to improve performance.
* Contribute to community engagement strategies that align with brand goals.