Consumer Experience and Digital Community Specialist

The Mark Anthony Group; Dublin; Hybrid; EUR 42,000 - 56,000; Full time

Job summary

The Mark Anthony Group is seeking a Consumer Experience and Digital Community Specialist to manage inbound consumer communications, monitor social channels and support cross-functional teams across ROW and UK markets. You will use AI and automation to improve response times, maintain and update SOPs and knowledge bases, and partner with global marketing to translate insights into local action.

The role requires 2+ years in consumer care or social listening, strong data skills (Open rate, CTR,

Qualifications

• 2+ years of operational experience in consumer care, social listening or community management
• No third level qualification required

Responsibilities

• Handle and oversee all inbound consumer communication in a timely manner, driving consistency and optimal consumer satisfaction (CSAT).
• Support international business.
• Use AI and automations to drive deflection and faster responses for the consumer.
• Continually update and establish all documentation and resources.
• Lead the delivery of a localised version of the Global Trend Watch report, translating global insights into market-specific opportunities.
• Monitor emerging consumer conversations, sentiment, and cultural trends to identify relevant themes and risks.
• Bridge global and local intelligence to provide clear, actionable recommendations that support brand, community management, and consumer care strategies.

Skills

Stakeholder management

Project management

Ambiguity handling

Communication

Tools

Freshdesk

Sprout Social

MS Excel

Content Management tools

Job description

Consumer Experience and Digital Community Specialist

Job Category: Marketing

Requisition Number: SPECI006514

• Posted : August 18, 2026
• Full-Time
• Hybrid

Locations

Showing 1 location

Ireland
One Charlemont Square
Floor 6 & 7
Dublin 2, DUB D02X9Y6, IRL

Ireland
One Charlemont Square
Floor 6 & 7
Dublin 2, DUB D02X9Y6, IRL

• Handle and oversee all inbound consumer communication in a timely manner, driving consistency and optimal consumer satisfaction (CSAT).
• Support international business.
• Use AI and automations to drive deflection and faster responses for the consumer.
• Continually update and establish all documentation and resources.

ROW Social Listening

• Lead the delivery of a localised version of the Global Trend Watch report, translating global insights into market-specific opportunities.
• Monitor emerging consumer conversations, sentiment, and cultural trends to identify relevant themes and risks.
• Bridge global and local intelligence to provide clear, actionable recommendations that support brand, community management, and consumer care strategies.

UK Market Digital Journeys

• Responsible for understanding digital touch points and working with the market and specialist team.
• Confirm the digital consumer journey.
• Influence the local campaigns being brought to life across the digital stack.
• Consumer satisfaction / Response and resolve SLAs
• Acquisition and engagement
• Ownership, Influence & Collaboration

Own:

• Localisation of Global Trend Watch insights for ROW markets
• Inbound consumer care SLA achievement and ticket resolution
• Maintenance and updates of SOPs, SRTs, guidelines, and localised knowledge bases
• Voice of consumer reporting

Influence

• ROW marketing teams through social listening insights
• Continuous iterative improvements in digital tool workflows and service delivery across consumer care, social listening and community management
• Digital campaigns coming to life in the UK market

Critical Relationships: The role will cross-functional stakeholders and support needed or given:

• US and Canada Consumer Care Teams
• ROW Marketing Teams
• Global Marketing Team

Direct Reports: N/A

Skills, Qualifications & Experience

Qualifications, Education & Experience

• 2+ years of operational experience in consumer care, social listening or community management
• No third level qualification required

Skills Needed to Be Successful

• Technical Proficiency: Strong hands-on experience utilising platforms for consumer communications (e.g. Freshdesk, Sprout Social, MS Excel, and Content Management tools)
• Data & Insights: Proven ability to monitor, analyse, and interpret performance data (e.g. Open rate, CTR, ticket response times, CSAT) into actionable optimisation strategies
• Self-reliant, thrives in ambiguity, and iterates along the way
• Strong stakeholder and project management skills

What You Will Learn In This Role:

• Cross-functional stakeholder collaboration and management across global markets and multiple brands
• Advanced backend configuration of enterprise level tech stacks