Digital Customer Engagement & Community Manager

We are a high-growth luxury women's bag brand focused on BTC expansion, and our digital inventory is the face of our business. We require a dedicated professional who can manage our digital presence with zero tolerance for errors or inconsistencies. This is a full-time, remote role requiring coverage during European (EU) business hours.

The Challenge: Scaling Connection, Not Just Transactions

As our brand grows, maintaining personalized, high-touch customer communication becomes critical to our luxury positioning. This role is responsible for converting casual customers into brand advocates and managing public perception with professionalism and grace.

The Mandate: Architecting the Digital Customer Experience

You will be the first point of contact for our most valuable customers and public brand interactions. Your success is measured by the quality of our community engagement and the efficiency of issue resolution.

Key Deliverables:

• Community Management: Actively monitor, moderate, and engage with followers and comments across Instagram, Facebook, and relevant luxury forums to foster a positive, high-end community experience.
• Crisis & Escalation Management: Handle sensitive customer service escalations and public relations issues on social media, resolving complex issues while maintaining the brand's luxury standard.
• Content Input: Collaborate with the marketing team by providing real-time data on customer questions and sentiment to guide future content and product development.
• VIP Outreach: Identify and initiate dialogue with high-value customers and brand advocates to cultivate long-term loyalty and generate user-generated content (UGC).