Brand Communications Manager

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TYPE OF WORK

Full Time

SALARY

1500

HOURS PER WEEK

40

DATE UPDATED

Apr 10, 2026

JOB OVERVIEW

About the job

About Us:
Moe’s Group is a global leader in skincare manufacturing, trusted by more than 100 international beauty brands. We provide end-to-end product development solutions—from formulation and prototyping to production and scale-up. With world-class labs, clean formulations, and a commitment to transparency and quality, we help brands bring innovative skincare products to market efficiently and successfully. We are driven by excellence, customer satisfaction, and a workplace culture rooted in fairness, merit, and collaboration.

Brand and Client Experience Manager



Skincare Contract Manufacturing



Role summary

Own the end to end client experience from first contact through repeat purchase. Your job is to increase client satisfaction, reduce friction across sampling and production, improve retention and referrals, protect our reputation online, and ensure fast, professional responses across social and messaging channels.

This department does not exist yet. You will build it. That means you will design the processes, create the playbooks, set the standards, implement the reporting, and run the day to day execution yourself at the start. Later, you will help hire and train support under you. We need someone who is self motivated, resourceful, and comfortable creating structure from zero.

This role is cross functional. You will work daily with Sales, R&D, QA, Production, Packaging, and Logistics to standardize communication, tighten handoffs, prevent avoidable delays, and reduce escalations.

Primary outcomes you are responsible for
Within the first 90 days, you will deliver measurable improvements in:

Faster and clearer client onboarding and sampling experience

Higher sample to PO conversion
Higher repeat PO rate and lower churn
Improved Client NPS trend and lower detractor

Volume

Fewer escalations caused by unclear expectations,
label issues, claim confusion, or timeline surprises
Improved online reputation management including review response coverage and rating
trend
Improved response time and resolution quality across social and messaging channels
A functioning Client Experience and Reputation function with SOPs, templates, dashboards, and weekly cadence



Key responsibilities
Build the Client Experience function from zero
Audit the current journey and identify the biggest friction points
Design the client experience operating system: SOPs, templates, checklists, escalation paths, and reporting
Implement a weekly cadence for VOC review, issue review, and cross functional action items
Create a plan to scale the function by hiring and training support under you



Client journey ownership
Map the full client journey from inbound to sampling, compliance, production, and fulfillment
Identify friction points, delays, and failure modes
Build SOPs and playbooks that reduce back and forth and prevent surprises
Create clear handoff standards between Sales, R&D, QA, Production, Packaging, and Logistics



Voice of Client program
Run a Client NPS and feedback program
Survey at key milestones: sample shipped, sample approved, first PO shipped, ticket closed, and 60 to 90 day check in

Segment results by client type, product category, stage, account owner, and timelines

Turn feedback into a prioritized action plan with owners and deadlines
Report weekly on trend, drivers, and progress of fixes



Communication and expectation setting
Create standardized client communication templates for every stage such as onboarding, sampling updates, revision requests, approvals, production timelines, delays, and shipping
Define what we promise, what we do not promise, and how we communicate tradeoffs
Improve clarity on timelines, revisions, formula scope, stability, compliance, MOQ, packaging constraints, and change requests
Ensure the team adopts a consistent tone and process

Sampling and revision system
Standardize sampling workflow, revision limits, and decision checkpoints
Reduce sample loops by improving intake forms and decision criteria
Track sampling SLA from request to sample shipped and time from sample shipped to feedback
Monitor revision count per project and reasons for revisions


Escalation and recovery
Own the escalation playbook for delayed timelines, failed samples, packaging issues, labeling issues, and dissatisfied clients
Create recovery workflows that protect trust and prevent churn
Coordinate internal post mortems and document preventative actions


Reputation and trust management
Monitor and manage the company’s online reputation across key platforms such as Google Business Profile, LinkedIn, Facebook, industry directories, and relevant review sites
Respond to reviews and comments in a professional, brand aligned, and policy compliant way, including both positive feedback and critical complaints
Build a review response playbook with templates, tone guidelines, and escalation rules for sensitive situations

Flag systemic issues surfaced in public reviews and route them into the Voice of Client program with clear owners and deadlines
Proactively increase review volume through ethical review generation workflows at the right milestones, without incentives that violate platform policies
Maintain accurate business listings across platforms including address, hours, phone, website links, and service descriptions


Social inbox and customer service coverage
Monitor inbound messages across social and messaging channels such as Instagram, Facebook, LinkedIn, WhatsApp, and website chat if applicable
Respond quickly and professionally, qualify inbound leads, and route requests to the correct internal owner

Create a saved replies library, tone guidelines, and escalation rules
Track response time, common questions, and themes that indicate confusion in marketing, website copy, or sales process
Build the plan to hire and train a Customer Experience Coordinator under you, including SOPs, templates, and quality checks


Internal enablement
Maintain a shared source of truth for every active client including timelines, deliverables, decisions, risks, and next steps
Build internal checklists for handoffs and stage gates
Train the team on the new standards and keep them adopted through weekly reinforcement and audits

Directives for how to operate in this role
Build first, then optimize
Do not wait for perfect tools or perfect data. Create structure quickly, then improve it iteratively

Reduce friction first
Every change must remove confusion, reduce delays, or reduce back and forth

Make promises precise
No vague timelines. No implied capabilities. Everything should be clear and documentedFeedback must turn into fixes
NPS, reviews, and inbox themes only matter if they become projects with owners, deadlines, and follow up


Protect compliance and credibility
Never allow unsupported claims, unclear labeling, or risky positioning to reach a client

Measure the process, not opinions
Use metrics to identify bottlenecks such as sampling SLA, revision cycles, time to first PO, repeat PO rate, escalations, on time delivery

Create systems that scale
Templates, checklists, dashboards, and SOPs beat heroics. Build repeatable workflows

Own the client narrative
If something slips, clients hear it early with options and a plan. No surprises

Cross functional wins only
You do not hand off problems. You coordinate solutions across teams until resolved

Protect reputation daily
Monitor review platforms and brand mentions consistently. Respond quickly, stay calm, and move issues to a private resolution path while documenting root causes internally

Never argue in public
Acknowledge, apologize when appropriate, state the next step, and take the resolution offline. The goal is trust, not winning

Inbox zero mindset
Social and messaging channels must not feel ignored. Keep response times tight, use templates, and escalate fast when needed

KPIs and weekly reporting
Client NPS overall and by segment
Top detractor themes and status of fixes
Sample SLA: request to sample shipped, shipped to feedback, revision count per project
Sample to PO conversion rate
Time to first PO

Repeat PO rate and reorder interval
Escalation volume and root causes
On time delivery performance for first PO clients
Review response time and response rate
Average star rating trend by platform
Review volume and review velocity
Top recurring review themes and operational fixes completed

Social inbox response time, response rate, and resolution time
Inbound message categories and lead routing performance
Department build progress: SOPs shipped, templates shipped, dashboard live, cadence running, adoption status



Required experience and skills
3 to 6 years in client experience, account management, operations, or brand partnerships in a B2B environment
Proven ability to build a function from scratch: creating SOPs, templates, reporting, and routines without heavy oversight
Strong process mindset and comfort creating order from chaos

Excellent writing for client communication, expectation setting, and issue handling

Comfort with skincare manufacturing concepts: ingredients basics, packaging constraints, stability, and compliance coordination
High ownership, calm under pressure, and strong escalation judgment
Ability to manage public facing responses on review platforms and social channels with professionalism and discretion



Nice to have
Experience in cosmetics manufacturing, packaging, supply chain, or compliance
Experience with HubSpot CRM workflows, ticketing systems, or operations dashboards
Experience managing social inbox tooling and building response libraries and escalation playbooks
Experience hiring or training support coordinators

Interview signals we are hiring for
Self starter who ships systems without being asked
Thinks in root causes and operational fixes
Writes clearly and professionally under pressure
Comfortable telling clients no and protecting boundaries
Understands manufacturing tradeoffs and does not overpromise
Handles public review responses calmly and professionally
Can build a support function that scales by hiring and training.

Turn feedback into a prioritized action plan with owners and deadlines

Why join us?
- 100% remote work opportunity
- Long-term stable job with significant room for professional growth.
- Fixed Weekends Off
- All necessary tools, courses, and subscriptions provided.

Learn more about our company by visiting our website: ---------- /. For the latest updates and opportunities, follow us on LinkedIn: www. ---------- /company/moesgroup/

SKILL REQUIREMENT
Brand Management Ecommerce Customer Relationship Management
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