Zuru

Community Manager & Marketing Administrator

Job Description

Role

You will directly contribute to brand and market success by providing exceptional customer service. The role will involve managing daily customer interactions on social media platforms and email, monitoring and reporting on customer engagement and working closely with our Brand Engagement Lead and Brand Marketing Manager ensuring a best-in-class customer journey.

To be successful in this role, you will use your product experience as well as empathy to truly understand consumer concerns and queries, finding individual and tailored solutions that are effectively communicated across all our virtual touchpoints. Additionally, you will assist the local marketing team with daily marketing operations, such as content translation, product sending, and agency coordination.


Customer Service:
  • Ensure the customer journey and experience are best-in-class through responding to and interacting with customers across social platforms and email communication.
  • Establish excellent knowledge of brands and their product ranges so that customers receive best-in-class responses with full information.
  • Work directly with the Brand Engagement Lead to address any complex queries from customers and ensure these are handled seamlessly.
  • Keep records of customer interactions, transactions, comments and complaints.
  • Monthly reporting to the wider brand team on hero customer feedback, common requests, product issues and feedback to ensure customer needs are always governing ongoing strategies.
  • Week to week reporting on defective stock issues and managing replacement stock send- outs to drive brand love.
  • Support the customer service team and ensure their quality is at the ZURU standard.


    • Marketing Administration
  • Translate product and marketing copy between English and German (and preferably French)
  • Work with translation agencies to provide product and marketing copy for other European markets as needed
  • Coordinate marketing parcel shipments for activations and influencers with 3PL partners
  • Update and maintain local websites for European markets
  • Support at baby fairs in DACH as needed
  • Other ad hoc tasks as required to support the wider team

    • Required
  • Experience as a community manager (social media) or similar customer service role
  • Ability to rapidly learn and use platforms such as customer service tools like brandwatch and CMS for website management
  • Excellent verbal communication and writing skills
  • Familiarity with social media management and marketing
  • Ability to use Microsoft Office programs.
  • Fluent in English and German, French is a plus
  • Must have the right to work in Germany

    • Apply Now
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