Celsius Holdings, Inc.
Position Overview
As Manager of Consumer Relations & Direct-to-Consumer (DTC), you will oversee customer engagement across Celsius®, Alani Nu, and Rockstar brands. This role combines team leadership, data-driven insights, and platform expertise to ensure an exceptional consumer experience while promoting and protecting our brands. You will lead a team handling consumer inquiries, direct-to-consumer order management, and feedback reporting, while also partnering with cross-functional teams on quality, e-commerce, and brand initiatives. This position requires proven experience with Shopify, Freshdesk (or similar ticketing platforms), and advanced data reporting to drive decision-making and continuous improvement. In-Office:
Based full-time at CELSIUS® Headquarters in Boca Raton, FL Role Type:
Full-Time Responsibilities
Consumer & Direct to Consumer Oversee the consumer relations team, ensuring timely, accurate, and empathetic handling of customer inquiries across the U.S. and Canada. Manage DTC order flows through Shopify, resolving escalations and ensuring accurate fulfillment, refunds, or replacements. Own Freshdesk operations, including ticket triage, reporting, automation rules, and system optimization. Establish and maintain protocols for consumer complaint documentation and escalation, including adverse reaction reporting. Data, Insights & Reporting Build and deliver regular reports on consumer trends, product feedback, DTC performance, and service metrics. Use Excel, Pivot Tables, and advanced data tools to analyze case data and identify opportunities for operational improvements. Partner cross-functionally (Ecommerce, Quality Assurance, Supply Chain, Legal) to align consumer feedback with actionable solutions. Provide leadership with data-driven insights to improve product strategy, consumer satisfaction, and DTC operations. Operational Excellence Coordinate inventory for consumer complaint resolutions and employee allotments. Collaborate with Ecommerce team to streamline Shopify processes for multi-brand operations. Participate in policy, process, and technology improvements to scale consumer relations and DTC capabilities. Ensure compliance with security, confidentiality, and regulatory standards in all consumer interactions. Benefits Comprehensive Medical, Dental & Vision benefits Long- and short-term disability Life insurance 10 Vacation days per year subject to accrual policy 11 Company paid holidays 401(k) with Company match Identity theft and legal services Qualifications
5+ years of experience in consumer relations, DTC, or customer service (with at least 2 years in a management role). Hands-on
Shopify expertise
(multi-brand or high-volume environment preferred). Strong proficiency with
Freshdesk
or equivalent ticketing/CRM system. Advanced Excel/data analytics skills (Pivot Tables, VLOOKUP, data extraction, dashboarding). Proven ability to lead a team, manage escalations, and implement scalable solutions. Exceptional written and verbal communication skills with consumer-first approach. Experience working cross-functionally with Ecommerce, QA, Legal, and Operations teams. Bachelor’s degree preferred (Business, Communications, or related field). Nice-to-Haves Beverage, food & beverage, or consumer packaged goods (CPG) industry experience. Overview of Benefits
Note: The base pay range, eligibility for bonuses, and other compensation are based on multiple factors including location, knowledge, skills, qualifications, and experience. Celsius is a total rewards company and offers compensation according to company plans. Equal Employment Opportunity
statement: Celsius Holdings, Inc. celebrates diversity and is committed to creating an inclusive environment for all employees. We are proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation during the application process, please reach out to careers@celsius.com. Note : This information is intended to indicate the general nature and level of work performed by employees within this classification and is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
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As Manager of Consumer Relations & Direct-to-Consumer (DTC), you will oversee customer engagement across Celsius®, Alani Nu, and Rockstar brands. This role combines team leadership, data-driven insights, and platform expertise to ensure an exceptional consumer experience while promoting and protecting our brands. You will lead a team handling consumer inquiries, direct-to-consumer order management, and feedback reporting, while also partnering with cross-functional teams on quality, e-commerce, and brand initiatives. This position requires proven experience with Shopify, Freshdesk (or similar ticketing platforms), and advanced data reporting to drive decision-making and continuous improvement. In-Office:
Based full-time at CELSIUS® Headquarters in Boca Raton, FL Role Type:
Full-Time Responsibilities
Consumer & Direct to Consumer Oversee the consumer relations team, ensuring timely, accurate, and empathetic handling of customer inquiries across the U.S. and Canada. Manage DTC order flows through Shopify, resolving escalations and ensuring accurate fulfillment, refunds, or replacements. Own Freshdesk operations, including ticket triage, reporting, automation rules, and system optimization. Establish and maintain protocols for consumer complaint documentation and escalation, including adverse reaction reporting. Data, Insights & Reporting Build and deliver regular reports on consumer trends, product feedback, DTC performance, and service metrics. Use Excel, Pivot Tables, and advanced data tools to analyze case data and identify opportunities for operational improvements. Partner cross-functionally (Ecommerce, Quality Assurance, Supply Chain, Legal) to align consumer feedback with actionable solutions. Provide leadership with data-driven insights to improve product strategy, consumer satisfaction, and DTC operations. Operational Excellence Coordinate inventory for consumer complaint resolutions and employee allotments. Collaborate with Ecommerce team to streamline Shopify processes for multi-brand operations. Participate in policy, process, and technology improvements to scale consumer relations and DTC capabilities. Ensure compliance with security, confidentiality, and regulatory standards in all consumer interactions. Benefits Comprehensive Medical, Dental & Vision benefits Long- and short-term disability Life insurance 10 Vacation days per year subject to accrual policy 11 Company paid holidays 401(k) with Company match Identity theft and legal services Qualifications
5+ years of experience in consumer relations, DTC, or customer service (with at least 2 years in a management role). Hands-on
Shopify expertise
(multi-brand or high-volume environment preferred). Strong proficiency with
Freshdesk
or equivalent ticketing/CRM system. Advanced Excel/data analytics skills (Pivot Tables, VLOOKUP, data extraction, dashboarding). Proven ability to lead a team, manage escalations, and implement scalable solutions. Exceptional written and verbal communication skills with consumer-first approach. Experience working cross-functionally with Ecommerce, QA, Legal, and Operations teams. Bachelor’s degree preferred (Business, Communications, or related field). Nice-to-Haves Beverage, food & beverage, or consumer packaged goods (CPG) industry experience. Overview of Benefits
Note: The base pay range, eligibility for bonuses, and other compensation are based on multiple factors including location, knowledge, skills, qualifications, and experience. Celsius is a total rewards company and offers compensation according to company plans. Equal Employment Opportunity
statement: Celsius Holdings, Inc. celebrates diversity and is committed to creating an inclusive environment for all employees. We are proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation during the application process, please reach out to careers@celsius.com. Note : This information is intended to indicate the general nature and level of work performed by employees within this classification and is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
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