Digital Customer Engagement & Community Manager

We are a rapidly expanding luxury women's bag brand focused on Direct-to-Consumer (B2C) growth, where customer sentiment is key to our brand value. We are seeking a sophisticated Digital Customer Engagement & Community Manager to serve as the authentic, high-touch voice of our brand across all digital platforms.

The Mandate: Elevating Every Digital Interaction

This role is not traditional customer service; it is a strategic function focused on reputation management and transforming casual customers into dedicated brand advocates. You will be directly responsible for the quality and grace of our public perception.

Key Deliverables (Impact and Outcomes):

• Cultivate Brand Community: Proactively monitor, moderate, and engage with followers and comments across all social channels (Instagram, Facebook, luxury forums) to foster a positive, high-end environment.
• Resolve with Excellence: Manage sensitive customer escalations and public relations issues online, ensuring swift, discreet, and luxury-standard resolution to protect brand integrity.
• Strategic Feedback Loop: Collect and synthesize real-time customer data, frequently asked questions, and market sentiment to provide actionable insights for product development and marketing content.
• VIP Relationship Building: Identify high-value customers and key digital advocates to initiate personalized outreach, driving long-term loyalty and generating high-quality user-generated content (UGC).