CX & Community Manager

CX & Community Manager - Nero

£30,000–£35,000 per annum + benefits
Hybrid - Manchester based

We’ve teamed up with the fast-growing premium activewear brand, Nero, who are now looking to secure a CX & Community Manager to own and elevate their customer experience as they scale.

This is a brilliant opportunity for someone early in their career who thrives in a hands-on role, enjoys working closely with a founder, and wants to play a key part in shaping how a brand is experienced day-to-day.

About Nero

At Nero, the belief is simple: the activewear industry shouldn’t rely on plastic.

Built on a commitment to natural performance fabrics like merino wool and organic cotton, Nero is proving that you don’t need synthetics to create high-performing, long-lasting apparel. Every product is designed to breathe, regulate, and stand the test of time without compromise.

As a fast growing DTC brand, Nero is focused on building not just great products, but a reputation for quality, care, and thoughtful customer experience at every touchpoint.

Role Overview

As CX & Community Manager, you’ll take ownership of the end-to-end customer experience from order through to post-delivery support and community interaction.

This is not a reactive support role. You’ll be proactive, detail-oriented, and deeply invested in making sure every customer interaction reflects the brand’s premium positioning.

You’ll work closely with the founder, warehouse partners, and wider operations, while also representing the brand across social channels.

Main Responsibilities

Customer Service & Fulfilment

• Manage all inbound customer queries across email and support channels

• Resolve issues quickly and thoughtfully, ensuring a high-quality experience

• Proactively communicate with customers around order updates or delays

• Liaise with warehouse partners to track orders and resolve fulfilment issues

• Handle returns and exchanges with care and attention to detail

Community & Social

• Monitor and respond to comments and DMs across social platforms

• Represent the brand voice clearly warm, considered, and human

• Engage with the community in a way that reflects Nero’s premium positioning

• Identify trends, feedback, and conversations happening within the audience

• Escalate sensitive or high-risk interactions appropriately

Founder & Operational Support

• Support the founder with day-to-day operational tasks and admin

• Maintain clear internal communication across customer and fulfilment updates

• Surface issues early, providing context and suggested solutions

• Produce regular updates on customer feedback, common issues, and sentiment

• Act as a reliable, hands-on support across the business as it scales

Experience & Quality

• Ensure every customer interaction reflects a high standard of care

• Maintain strong attention to detail across communication and processes

• Take ownership of the overall customer journey and how it is delivered

• Continuously look for ways to improve efficiency and clarity across support

Expectations

• Highly proactive approach to problem solving

• Strong ownership mindset

• Excellent written communication and attention to tone

• Comfortable managing multiple priorities in a fast-paced environment

• Genuine care for delivering a high-quality customer experience

Required Skills & Experience

• Previous experience in a customer experience, support, or community role

• Strong written communication skills with a natural, human tone

• Highly organised with the ability to manage multiple workflows

• Comfortable working cross-functionally with operations and logistics

• Experience in a DTC or eCommerce brand is a plus

Salary & Benefits

• £30,000–£35,000 per annum (depending on experience)

• Hybrid set up with office based in Manchester

• Opportunity to work closely with a founder in a high-growth brand

• Real ownership and impact from day one

• Fast-paced environment with strong learning and progression opportunities

If this sounds like you then hit apply or email Ben on [email protected] to find out more!

Nero is committed to building a thoughtful, inclusive, and high-performing team. We welcome applications from all backgrounds and are happy to support any adjustments needed throughout the process.