Job Description Location: Gurgaon-Sector 74
n Days of Working- 6 Days
n Company: CitizenEarth
n Employment Type: Full-Time
n About CitizenEarth
n 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.
n 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.
n Role Overview
n 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.
n 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.
n One of the most key responsibilities of this role will be to help build CitizenEarth's global community from the ground up.
n You will be responsible for designing, launching, and scaling initiatives that transform customers, supporters, creators, and collaborators into an engaged and connected global community.
n 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.
n Key Responsibilities
n 1. Customer Experience Management
n Manage all customer communication channels including:
n n Email
n WhatsApp
n Instagram DMs
n Website chat
n Phone calls
n Deliver timely, thoughtful, and personalized customer support.
n Resolve customer issues efficiently while maintaining a premium brand experience.
n Handle inquiries related to:
n Products
n Sizing
n Materials
n Sustainability credentials
n Shipping and delivery
n Exchanges
n International orders




n Ensure all customer interactions meet defined service standards and response timelines.
n n 2. Community Building
n Support the growth and engagement of the CitizenEarth community through:
n n Community onboarding initiatives.
n Member engagement activities.
n Welcome journeys for new community members.
n Relationship management with ambassadors, creators, explorers, and collaborators.
n Encouraging meaningful conversations across digital platforms.
n n 3. Community Operations
n n Maintain community databases and CRM records.
n Track member participation and engagement.
n Support the management of:
n Community newsletters
n Community updates
n Invitations and registrations
n Membership initiatives
n Ensure accurate records of community interactions and partnerships.
n n 4. Events and Experiences
n Support planning and execution of all CE events and experiences.
n Responsibilities include:
n n Participant communication
n Registrations
n Event logistics
n Vendor coordination
n Guest experience management
n Post-event feedback collection
n n 5. Community Partnerships
n n Assist in managing relationships with key opinion leaders, influencers etc.
n Support outreach and partnership execution.
n Coordinate gifting and partnership logistics where required.
n n 6. Customer Insights and Feedback
n n Capture customer feedback and community insights.
n Identify recurring questions and improvement opportunities.
n Share customer insights with product, marketing, and operations teams.
n Help improve products and experiences based on customer feedback.
n n 7. Brand Representation




n Act as a brand ambassador in every interaction.
n Ensure all communication reflects CitizenEarth's values of:
n n Curiosity
n Exploration
n Optimism
n Responsibility
n Thoughtfulness
n Respect for people and planet
n n 8. CRM and Reporting
n Maintain and report on:
n Customer Metrics
n n Response times
n Resolution times
n Customer satisfaction
n Repeat purchase rates
n Customer retention
n Exchange rates
n n Prepare regular reports and recommendations for improvement.
n 9. Cross-Functional Collaboration
n Work closely with:
n n Founder and Leadership Team
n Marketing Team
n E-Commerce Team
n Operations Team
n Logistics Partners
n Content Team
n Community Partners
n External Vendors
n n Required Experience
n n 2–5 years of experience in customer experience, customer success, hospitality, community management, or relationship management roles.
n Experience in premium, luxury, fashion, lifestyle, hospitality, or consumer brands preferred.
n Experience managing customer communication across multiple channels.
n Experience with events, communities, or memberships is highly desirable.
n n Technical Skills
n Preferred experience with:
n n Shopify
n CRM platforms
n WhatsApp Business
n Google Workspace
n Microsoft Excel
n Customer support tools
n Community management platforms
n Event management tools
n n Desired Attributes
n We are looking for someone who is:
n n Exceptionally warm and people-oriented.
n A strong communicator with excellent written and verbal skills.
n Highly organized and detail-oriented.
n Calm under pressure and solutions-focused.
n Comfortable managing multiple conversations and priorities simultaneously.
n Proactive and self-driven.
n Passionate about building relationships and communities.
n Interested in sustainability, exploration, design, and storytelling.
n Able to represent a premium brand with professionalism and empathy.
n

📌 Community Builder (New Delhi)
🏢 CitizenEarth
📍 New Delhi