Customer Relations, PR & Marketing Lead

About the role

Sweet LionHeart is looking for a Customer Relations, PR & Marketing Lead to be the guardian of the brand voice across all touchpoints. Based in Gardens, Cape Town, you will combine hands‑on customer service with ownership of PR, social media and marketing collaborations, reporting to the General Manager.

Key responsibilities

• Serve as primary point of contact for customer complaints and queries, processing refunds, store credit and goodwill vouchers.
• Oversee Front of House operations, support staff, handle collections and assist during peak periods.
• Lead PR and media engagement: respond to enquiries, secure coverage and maintain relationships with journalists and publications.
• Manage brand collaborations from alignment and deal structuring to timelines and deliverables.
• Contribute creative input to photoshoots and work with the Creative Lead.
• Own Instagram, Facebook, LinkedIn and TikTok channels, plan and schedule content 2‑3 months ahead, create copy and captions, and stay ahead of trends.
• Write blogs, perform basic SEO tasks and manage community interactions (comments, DMs, user‑generated content).
• Update visuals and content on the WordPress website.
• Maintain a consistent Sweet LionHeart voice across email, social, PR and web, and drive projects from concept to completion in partnership with external Brand & Marketing Strategist and Creative Lead.

Required profile

• Passionate about people and building trust through every interaction.
• Self‑starter who can identify gaps and take initiative without being asked.
• Highly organized, deadline‑driven and able to create routes from given destinations.
• Dependable, proactive and enthusiastic about new ideas.

Required skills

• Experience with customer service platforms and order management tools (e.g., Airtable).
• Strong written communication for email, social media and PR copy.
• Familiarity with social media platforms (Instagram, Facebook, LinkedIn, TikTok) and content planning.
• Basic knowledge of WordPress website updates.
• Understanding of PR processes and media relations.
• Ability to create and schedule content calendars.
• Basic SEO awareness (preferred).