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Content Manager

• Reports into the Editorial Lead and is part of the Editorial team within Creative.
• Full time, working 7.5 hours per day, 5 days per week; hybrid role with 3 days a week in Old Street, London office.
• Partner with the Editorial Lead to create brand-led campaign storytelling across all channels and develop scalable content franchises.
• Write creative campaign content including video/film scripts, printed collateral, out-of-home advertising and ad-hoc requests.
• Collaborate with Editorial Lead, Events team, Art, Design and Marketing to devise content strategies including IRL experiences.
• Work closely with the Copy Manager to deliver on-brief, on-brand campaign copy and edit blog content for SEO and customer connection.
• Write and edit social copy and support messaging for channel owners (eg social, CRM) to ensure cohesion.
• Act as a brand voice guardian and maintain consistency across all written content.
• Partner with SEO agencies and UX teams to optimise messaging for digital performance and discoverability.
• Proofread and edit all written content to ensure clarity, accuracy and brand alignment.
• Collaborate with Graphic Design to shape content franchise identities and visual cohesion.
• Understand the digital customer journey and write for conversion across key pages (collection pages, landing pages, etc.).
• Align content planning with broader brand and business objectives and work cross-functionally to maximise reach and impact.

Content Editor

Customer Support

• Serve as the first point of contact for customers and community members via Zendesk and social media platforms.
• Handle daily queries related to delivery, payments, and products and ensure a seamless refund process for returns.
• Deliver exceptional customer service across all communication platforms with prompt and personalised responses.
• Monitor and respond to customer feedback on social media and review platforms within agreed SLAs; support Community Management efforts as needed.
• Escalate complex or specialist enquiries to relevant teams and maintain up-to-date CRM records.
• Observe community channels, identify and escalate emerging issues quickly, and manage customer concerns during crises to protect the brand's reputation.
• Meet or exceed established performance and quality KPIs/targets and build strong relationships with internal teams to foster collaboration.
• Report into the Customer Experience Manager and support customer-facing events when travel is required.

Content Editor

Customer Experience Advisor