Community Experience Manager
Who are Gym+Coffee?
At Gym+Coffee, we are on a mission to Make Life Richer! This means following our burning passion to encourage a community of people to stretch themselves, socialise around exercise and live an active lifestyle. Community is not just a buzzword, collaboration is at the heart of everything we do that’s why we involve our community in all aspects from product design to events and content production. At its most basic, G+C is an athleisure clothing brand but our message is not focused on the clothing specifically, rather we focus on highlighting people, brands, initiatives, and our community who encourage an active lifestyle.
With incredible support from our community in the last 4 years since launching, the brand has experienced significant growth in such a short time. The next chapter is just about to start as we build this community around the world! Are you up to the challenge?
Where do we need help?
We're looking for a Community Experience Manager to join our customer service team as it continues to grow. This is a fantastic opportunity for an enthusiastic personality to join a growing, ambitious startup to lead a young team.
We are looking for someone who is obsessed with customer service and customer experience, and appreciates how important a role this can play in the ongoing engagement of our community. The ideal candidate will be someone who has a strong foundation in customer service principles, a passion for and desire to rollout innovative CX solutions, and an understanding of the full customer ecommerce lifecycle.
This is a key role with the responsibility to develop and implement three horizons of community engagement: customer service innovation, loyalty + CRM, and membership.
- Develop, implement and analyse the future strategy for our customer service and community engagement team.
- Deliver above-and-beyond customer service through email, SMS, and live chat.
- Think creatively and innovatively about ways in which we can optimize every customer’s experience.
- Master our internal management system in order to efficiently and effectively process sales orders and maintain customer relationships.
- Channel recurring customer inquiries to all areas of the business such as operations, retail, marketing, and product for consistent improvement.
- Develop a framework to monitor and ensure the consistent use of the G+C tone of voice when interacting with our community.
- Be the leader of the company-wide NPS reporting, feeding all findings back to the team on a monthly basis.
- Build on the strong foundation already established and ensure the G+C community are closer to the brand than ever before.
- At least 10 years of experience in a similar role
- Experience working alongside marketing, tech and operations teams
- Strong customer service background in e-commerce or tech support
- Understanding and experience in UX, Shopify and Zendesk or similar platform
- Knowledge of NPS + lifecycle management required
- Minimum Graduate Degree level in Digital Marketing or related field
Gym+Coffee prides itself on its core belief - to inspire a community of people to Make Life Richer. First and foremost, this passion must come from company team members. Every employee is encouraged to pursue activities which they are passionate about and enable them to make their life richer. A percentage of the working time can be allocated to such activities.