Customer & Community Executive

Location: New Delhi, India

Company: CitizenEarth

Employment Type: Full-Time

About CitizenEarth

CitizenEarth is a premium sustainable lifestyle brand born from climate expeditions to Antarctica and the Arctic. Through apparel, accessories, stories, films, and experiences, we exist to rekindle humanity's connection with nature.

Beyond products, CitizenEarth is building a global community of explorers, creators, scientists, artists, entrepreneurs, and changemakers who believe in a more connected relationship between people and the planet.

Role Overview

The Customer & Community Executive will be responsible for creating exceptional experiences across every stage of the CitizenEarth journey — from first interaction to long-term community engagement.

This role combines customer experience, relationship management, operations, events, and community building to ensure every interaction reflects the warmth, thoughtfulness, and premium experience that defines CitizenEarth.

One of the most important responsibilities of this role will be to help build CitizenEarth's global community from the ground up.

You will be responsible for designing, launching, and scaling initiatives that transform customers, supporters, creators, and collaborators into an engaged and connected global community.

We are looking for someone entrepreneurial, creative, and deeply curious about human connection and community building who will act as the bridge between our brand and our community.

Key Responsibilities

1. Customer Experience Management

Manage all customer communication channels including:

• Email
• WhatsApp
• Instagram DMs
• Website chat
• Phone calls
• Deliver timely, thoughtful, and personalized customer support.
• Resolve customer issues efficiently while maintaining a premium brand experience.
• Handle inquiries related to:
• Products
• Sizing
• Materials
• Sustainability credentials
• Shipping and delivery
• Exchanges
• International orders
• Ensure all customer interactions meet defined service standards and response timelines.

2. Community Building

Support the growth and engagement of the CitizenEarth community through:

• Community onboarding initiatives.
• Member engagement activities.
• Welcome journeys for new community members.
• Relationship management with ambassadors, creators, explorers, and collaborators.
• Encouraging meaningful conversations across digital platforms.

3. Community Operations

• Maintain community databases and CRM records.
• Track member participation and engagement.
• Support the management of:
• Community newsletters
• Community updates
• Invitations and registrations
• Membership initiatives
• Ensure accurate records of community interactions and partnerships.

4. Events and Experiences

Support planning and execution of all CE events and experiences.

Responsibilities include:

• Participant communication
• Registrations
• Event logistics
• Vendor coordination
• Guest experience management
• Post-event feedback collection

5. Community Partnerships

• Assist in managing relationships with key opinion leaders, influencers etc.
• Support outreach and partnership execution.
• Coordinate gifting and partnership logistics where required.

6. Customer Insights and Feedback

• Capture customer feedback and community insights.
• Identify recurring questions and improvement opportunities.
• Share customer insights with product, marketing, and operations teams.
• Help improve products and experiences based on customer feedback.

7. Brand Representation

Act as a brand ambassador in every interaction.

Ensure all communication reflects CitizenEarth's values of:

• Curiosity
• Exploration
• Optimism
• Responsibility
• Thoughtfulness
• Respect for people and planet

8. CRM and Reporting

Maintain and report on:

Customer Metrics

• Response times
• Resolution times
• Customer satisfaction
• Repeat purchase rates
• Customer retention
• Exchange rates

Prepare regular reports and recommendations for improvement.

9. Cross-Functional Collaboration

Work closely with:

• Founder and Leadership Team
• Marketing Team
• E-Commerce Team
• Operations Team
• Logistics Partners
• Content Team
• Community Partners
• External Vendors

Required Experience

• 2–5 years of experience in customer experience, customer success, hospitality, community management, or relationship management roles.
• Experience in premium, luxury, fashion, lifestyle, hospitality, or consumer brands preferred.
• Experience managing customer communication across multiple channels.
• Experience with events, communities, or memberships is highly desirable.

Technical Skills

Preferred experience with:

• Shopify
• CRM platforms
• WhatsApp Business
• Google Workspace
• Microsoft Excel
• Customer support tools
• Community management platforms
• Event management tools

Desired Attributes

We are looking for someone who is:

• Exceptionally warm and people-oriented.
• A strong communicator with excellent written and verbal skills.
• Highly organized and detail-oriented.
• Calm under pressure and solutions-focused.
• Comfortable managing multiple conversations and priorities simultaneously.
• Proactive and self-driven.
• Passionate about building relationships and communities.
• Interested in sustainability, exploration, design, and storytelling.
• Able to represent a premium brand with professionalism and empathy.