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Customer Relations Manager

CelsiusBoca Raton, FL, US

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Job Description

Celsius, based in Boca Raton, FL, is a global consumer packaged goods company with a proprietary, clinically proven formula for its master brand CELSIUS® , a lifestyle energy drink brand born in fitness and a pioneer in the rapidly growing energy category. Celsius Holdings, Inc. also includes Alani Nu , a premium active nutrition and better-for-you brand, further expanding our reach across the health and wellness space.

At Celsius, we pride ourselves in providing our employees with a culture and atmosphere of inclusiveness that challenges individuals to be thought leaders, innovators, and game changers—as every employee is an owner of the CELSIUS® brand upon joining the organization.

Ready to energize your career? Join a team that’s pushing boundaries and redefining what it means to LIVE FIT.

In-Office : Based full-time at CELSIUS® Headquarters in Boca Raton, FL

Role Type : Full-Time

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.

Requirements

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.

Key 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

The base pay range for this position is for a successful candidate within the state listed. The successful candidate’s actual pay will be based on multiple factors, such as work location, job-related knowledge, skills, qualifications, and experience. Celsius is a total rewards company. This position may be eligible for other compensation, including bonuses and Restricted Stock Units (subject to company plans).

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. We believe strongly in fostering a safe, fair and respectful work environment. If you need assistance and / or a reasonable accommodation due to a disability during the application process, please reach out to careers@celsius.com.

The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It 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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Customer Manager • Boca Raton, FL, US