Customer & Community Manager - Beauty & Wellness Brand

Customer + Community ManagerLocation: Hybrid / Remote (Australia)Reports to: FounderType: Full-timeAbout the RoleAs XALI's Customer + Community Manager, you'll be the heart of our customer experience - turning every interaction into an opportunity to delight, retain, and grow our community. You'll oversee customer service, manage all social engagement (DMs, comments, replies), and lead initiatives that transform customers into loyal advocates.This role blends customer care, brand communication, and community building. You'll develop systems to scale authentic connection, gather and share powerful UGC and before-afters, drive reviews across platforms, and build retention strategies that keep our customers obsessed.Key ResponsibilitiesCustomer Experience & ServiceOversee all customer communication channels (email, live chat, DMs, comments) ensuring tone, care, and language align with XALI's brand voice.Manage and train customer service team to deliver fast, empathetic, and solutions-focused support.Monitor response times, satisfaction rates, and feedback trends to identify improvement areas.Write and maintain CX guidelines, macros, and help centre resources.Work with Ops to pre-empt recurring issues and improve post-purchase experiences.Community Building & EngagementOwn all social community interactions - DMs, comments, mentions, tagged content - building a trusted, responsive brand presence.Start and nurture conversations in comments, DMs, and community spaces to strengthen loyalty and connection.Create mini-campaigns that celebrate customers (e.g., customer spotlights, story features, testimonials).UGC, Reviews & AdvocacyProactively reach out to customers post-purchase for reviews, photos, videos, and before-afters.Build structured review/UGC programs around all major launches and hero SKUs.Track review volumes and quality across Loox, Klaviyo, and social — aiming for high authenticity and consistency.Manage customer gifting and sampling for new product testing and content creation.Liaise with marketing to repurpose top UGC and testimonials across paid ads, landing pages, and email flows.Loyalty & RetentionOwn the loyalty and referral program - analysing data, identifying opportunities to increase engagement and repeat purchase.Work with CRM/marketing to personalise post-purchase communication (thank you messages, review nudges, surprise & delight moments).Develop customer lifecycle touchpoints that encourage repurchase, subscription, and brand advocacy.Create retention reports (e.g., repeat purchase rate, customer LTV, NPS).Collaboration & Brand GrowthPartner with the marketing team to share customer insights, trends, and feedback to inform creative direction and product strategy.Collaborate with the founder on community-driven initiatives — e.g., "real results" storytelling, customer features, content days.Support new product launches by coordinating testers, sampling programs, and UGC collection.Report monthly on customer sentiment, community growth, and retention performance.Ideal CandidateYou're people-obsessed, proactive, and thrive on connection. You understand that customer love is the foundation of brand growth - and you know how to build that at scale. You're equal parts empathetic communicator, organised operator, and creative storyteller.You'll bring:3+ years' experience in customer experience, social community management, or brand engagement (preferably in e-commerce or beauty/wellness).Strong written communication and emotional intelligence.Experience with Shopify, Klaviyo, Loox, and social media platforms.Understanding of retention, loyalty, and community metrics.Creativity to turn customer stories into shareable content.Organisational skills to manage multiple workflows (customer service, UGC, loyalty).Success in This Role Looks Like95%+ customer satisfaction rating and