Manager, Consumer Relations

If you’re reading this on your way from 5am spin class to festival fast-pass, you’re CELSIUS®—an everyday hustler with the essential energy to aim high, live fit, and go the extra mile wherever your goals take you.

Joyful by design, sunny by nature, and unapologetically bold. If your bestie has you saved in their phone as “Icon,” you’re Alani Nu—confident, colorful, and bringing main-character energy to every moment.

SoCal in your soul, attitude in your stride. If gravity doesn’t stop you and “impossible” sounds more like “dare you,” you’re Rockstar®—a born rebel, raising the bar with mind-body energy and zero compromise.

Together, we’re Celsius Holdings, Inc.—a global CPG company united by three powerhouse brands and one incredibly talented team.

At Celsius, we pride ourselves on empowering our people. Every employee has a stake in our success. We create a collaborative culture built on inclusivity, innovation, and a belief that great ideas can come from anywhere.

And we’re on our way to building something bigger: a category where energy isn’t just consumed, it’s lived—where performance meets personality, brand becomes community, and every can crack sparks a statement.

This is the future of modern energy. This is Celsius.

Ready to take your career to the next level? Join our team and redefine what it means to be energized.

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 (url removed).

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.