We’re on the lookout for a proactive, detail-obsessed hooman who will be the voice of Scrumbles across social, email and our website. You’ll keep conversations buzzing, creators collaborating, our website looking sharp and turn customer conversations into insights that shape our marketing and innovation roadmap. Help more pet parents discover us, have a delightful experience and come back for seconds. Your responsibilities • Community Care: Respond to inbound social DMs/Comments and customer emails fast, kindly and on brand, partnering with our warehouse and supply team so customers get what they want, when they want it. • Influencer & creator marketing: Source and nurture creators, manage gifting and briefs, track conversions, secure usage rights and report on performance. • Keep the website looking its best: Regularly review and update content/merchandising so everything looks sharp and works as we’d expect. Sanity check promo codes, raise bug tickets and collaborate with developers to fix bugs and test new features. • Proactive customer insights: Run polls, surveys and lightweight calls, immersing yourself in our community to spot opportunities and delight customers unprompted. • Reviews & Advocacy Keep tabs on reviews across platforms (e.g. Amazon and our website) sharing insights and turning feedback into actions that wow customers. • Champion the customer: Turn reviews, helpdesk tags, site search and journey insights plus social chatter into crisp, bite-size insights and recommendations to help guide campaigns, product tweaks and new ideas. • Ad hoc Marketing Support Jump in where you'll create the most impact, supporting with executing campaigns, email/SMS, partnerships, sampling and content. A Day in the Life of… ☕️  Grab a coffee, belly rub an office pooch then sweep social and email queues checking in with the warehouse team to ensure stock levels are where they need to be before it causes any headaches. 🛒 Review new-customer journeys, refresh a couple of PDPs, QA a new homepage design and flag any bugs with the devs to keep us on schedule. 🔎 Spin up a quick NPS pulse, skim yesterday’s reviews and helpdesk tags, and share a 5-slide “What customers told us” update with Marketing & Innovation. 🎥 Shortlist creators for next month, send gifting notes and track codes; update a mini dashboard on reach, clicks and conversions. 📞 Speak to a select number of customers to understand how we can improve the Scrumbles experience 🖥️ Final sweep of customer comms, log insights and note anything to improve tomorrow. You'll thrive here if you... • 2+ years experience in marketing and/or customer support for a consumer brand/retailer • Write clearly and kindly and keep immaculate records. • Comfortable with Klaviyo, Shopify, social platforms & customer service tools e.g. Zendesk/Intercom • Comfortable running A/B tests and interpreting results • Have a bias for action and enjoy having a broad, varied to do list. • Tech savvy, curious and always chasing improvements • Have a passion for pets and for delivering excellent customer experiences