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.

Responsibilities

● 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.

Requirements

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

Benefits

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.