Hello, we're SURI (Sustainable Rituals) -we're on a mission to make personal care more enjoyable and sustainable, one daily ritual at a time.
For like-minded individuals who already believe in the power of sustainable choices, we aim to create personal care products that are more sustainable, beautiful, and convenient alternatives. We seek to continually push the boundaries of what is possible and invite honest conversation on our collective journey.
We launched our first product, an award-winning sustainable sonic electric toothbrush, in 2022, and have sold to nearly 200k customers, across Europe US . Along the way, we have received many awards (Red Dot Design Award, DeZeen People's Choice Award, Amazon Innovations Awards, Fast Company Most Innovative CPG Company, and more) and great organic press coverage (Wired, Monocle, The Times, The Independent, GQ, and more).
The ideal candidate will be a pivotal part of our customer-centric team, reporting into our CX Lead. You'll lead, inspire, and guide the team to provide exceptional service to our customers. Working closely with the Training Lead and Junior Brand Manager, you'll ensure the team is equipped with the skills and knowledge needed to excel.
You will also be social media savvy with a finger on the pulse of the latest cultural trends, able to manage community queries across our social channels (Instagram, TikTok, LinkedIn)—talking to our customers should be something that feels natural to you.
Role & Responsibilities
Lead our community efforts, helping us deepen brand engagement and deliver exceptional customer experiences.
Brand point of contact
- Act as main Brand point of contact for the SURI Support Team, attending meetings and feeding back to SST about campaigns, geographic expansion, new initiatives and offers
- Work with Brand and SST proactively to help resolve problems and issues that affect both teams
- Become a specialist in all things Brand related so that SST have a great source of information for queries
- Work with the Sustainability Manager to create sustainability macros to be used by SST in customer queries and across social media
Community management
- Respond to & engage with customers (existing & prospective) across direct messages, comments and mentions on social media, to create BIC brand experiences across community touchpoints
- Support Junior Brand Manager coordinate our seeding influencer programme, reporting on weekly results
- Oversee the maintenance of the Community Management guidelines
Customer Experience
- Manage escalated complaints and monitor and respond to negative Trustpilot/Amazon/ reviews, offering best-in-class service resolutions.
- Deliver social media training to representatives of the SST team
- Champion the voice of the customer, sharing monthly insight reports on community trends & brand sentiment
- Ad hoc reporting for the CS Lead
Requirements
The ideal candidate will
- Be a natural communicator, with impeccable written skills
- Have strong understanding of Instagram (and ideally TikTok and LinkedIn)
- Have strong understanding of Sprout Social or other Social management tools (ideally but not required)
- Be comfortable with Trustpilot or other review sites (ideally but not required)
- Proven experience in omni-channel business (D2C, Amazon, Retailers)
- Knowledge of Gorgias, Zendesk, or other relevant e-commerce helpdesks
- Inspiring and motivating leadership skills
What we will love about you:
- Passionate about delivering best-in-class customer support and experience
- Known for your strong communication skills and ability to use your initiative
- Comfortable working with new systems/processes and approaching new challenges with a can-do attitude
- Able to build and maintain relationships because being part of a positive work culture is important to you
- A natural multitasker, you organise yourself well and thrive in a fast-paced environment
Benefits
- 25 days annual leave, plus bank holidays and an additional day for your birthday
- Flexible working hours
- Hybrid working - up to 2 days working from home each week
- 1 Charity Day per year
- Central London offices- based in London Bridge; a stone's throw from Borough Market
- 4x "Work from Anywhere" weeks, with no requirement to be in the office those weeks
- Monthly social events, organised by different team members
- Access to our Employee Assistance Programme, which grants free therapy and coaching sessions to all staff
- 5x free toothbrushes every year
- £1000 personal development budget each year, per employee
- Fantastic career opportunities; with the chance to grow as SURI does
- Ross Fridays; dreamed up by our Commercial Manager, Ross; a Ross Friday gives you the opportunity to finish at 3pm on a Friday of your choosing every month
- Monthly massages in the office
- Fresh fruit and snack orders every week
- Cycle to Work scheme, and Electric Bike Cycle to Work scheme
- Regular product swaps with other fantastic companies
At SURI, we value diversity and welcome applicants from all backgrounds. We look for team members who will positively contribute to our dynamic, passionate culture and believe that an inclusive and diverse work environment is one in which we all thrive.
