Community Manager & Marketing Administrator
Job Summary
Job Description
ZURU seeks a Community Manager & Marketing Administrator to manage daily customer interactions on social media and email, monitor engagement, and collaborate with the Brand Engagement Lead and Brand Marketing Manager. Responsibilities include providing exceptional customer service, addressing customer queries, maintaining records of interactions, creating monthly and weekly reports on customer feedback and defective stock, assisting with marketing operations (translation, product shipment coordination, website updates), and supporting at baby fairs. The role requires strong customer service skills, product knowledge, and fluency in English and German (French preferred).
Must have:
- Exceptional customer service
- Social media & email management
- Fluency in English & German
- Marketing operations support
- Reporting & data analysis
Good to have:
- French language skills
- Experience with translation agencies
- Experience with 3PL partners
2 skills required
Job Details
ZURU is on a mission to disrupt industries, challenge the status quo, and catalyze change through radical innovation and advances in automation. This is in play in different pillars of the company: ZURU Toys are re-imagining what it means to play; ZURU Tech is shaping a better future by leading the next building revolution; and ZURU Edge is pioneering new-generation FMCG brands to better serve modern consumers.
Founded in 2003 by EY Entrepreneur of the Year and World Entrepreneur Hall of Fame brothers Nick and Mat Mowbray, ZURU has quickly grown to a team of over 5,000 direct and indirect members across more than 30 international locations.
One of the largest toy companies in the world, our globally recognized and award-winning brands include Bunch O Balloons, Mini Brands, XSHOT, Rainbocorns, and Smashers. Our global FMCG brands include MONDAY Haircare, Rascals, NOOD, BONKERS, and Gumi Yum Surprise.
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
#LI-FR1
At ZURU, we have cultivated a high-performing culture that encourages excellence. Our team works towards ambitious goals, learning, performing, and improving together, all while having fun. We empower talented individuals to do their best work every day.
At ZURU, you get out what you put in. You are responsible for driving your own career and we provide the platform to achieve it. As ZURU is on such a fast growth trajectory, there are opportunities here that you won’t find anywhere else.
We recognise that ZURU’s success stems from our people and you can only be at your best when you are looking after yourself. ZURU encourages all our team members to invest in their wellbeing by providing an array of benefits and tools.
ZURU – Tomorrow Reimagined
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