Customer Relations, PR & Marketing Lead

Sweet LionHeart | Full-Time | Gardens, Cape Town

The Role

Sweet LionHeart exists to infuse people's most important occasions with joy, and this role sits at the heart of that promise. You'll be the guardian of our brand voice everywhere it shows up: in an inbox reply, a media interview, a collaboration pitch, or a caption on Instagram.

This is a dual role combining hands-on customer relations and Front of House oversight with ownership of PR, social media and marketing collaborations. You'll represent the brand externally, drive our content across every platform, and work independently alongside our external Brand & Marketing Strategist, reporting to the General Manager.

Who You Are

• You love people. Every customer interaction, journalist call and regular's birthday order is a chance to build trust, and you take it.
• You thrive in a small team where creativity is the job, not a bonus. You spot gaps and fill them without being asked.
• You work from a compass, not a map. Given the destination, you build the route, and when you commit to a deadline, you keep it.
• You're dependably present, first to help and first to greet, and your default answer to a new idea is "let's find a way".

What You'll Own

Customer Relations & Front of House

• Primary point of contact for complaints and queries beyond everyday requests, resolving directly and escalating to Kitchen or General Management only when genuinely necessary
• Authority to process refunds, store credit and goodwill vouchers
• Working understanding of the orders inbox, Airtable order processing and daily delivery scheduling, so you can step in when needed
• Oversight of Front of House operations and support for FOH staff, including hands-on customer collections and queries, and boxing support during peak periods
• Turning recurring customer feedback into product, service and process improvements

PR, Campaigns & Collaborations

• Lead all PR and media engagement: responding to enquiries, securing coverage, and building lasting relationships with journalists, producers and publications
• Assess and manage brand collaborations end-to-end: alignment, fair deal structure, timelines and deliverables
• Bring creative and brand input to photoshoots alongside our Creative Lead

Social Media & Content

• Own Instagram, Facebook, LinkedIn and TikTok end-to-end
• Plan and schedule content 2 to 3 months ahead, aligned to campaigns and key dates
• Create content, write captions and campaign copy, sense-check all output for brand consistency, and stay ahead of trends.
• This should include being comfortable writing blogs + basic SEO experience is a plus / willingness to learn
• Manage our community: comments, direct messages and user-generated content
• Implement basic content updates on our Wordpress website and keep the visuals fresh

Brand & Projects

• Protect one consistent Sweet LionHeart voice across email, social, PR and web
• Partner with our external Brand & Marketing Strategist and Creative Lead on campaigns and promotions; independently drive projects from concept to completion
• Grow our email marketing as we scale, from campaign planning to customer storytelling

What You'll Bring

• At least 2 years' leadership experience in any sector (confectionery or F&B a strong plus)
• Excellent written and verbal communication with a natural sense of brand voice
• A proven track record in customer service, PR, or social and marketing coordination
• Confidence representing a brand externally with media and partners
• Strong organisational skills across multiple platforms, projects and deadlines
• A calm, solution-focused head under pressure
• Comfort working cross-functionally with Marketing, Creative and Operations
• Willingness to work Front of House and support the team during peak periods

A massive plus: photography and photo or video editing skills, with the ability to shoot and edit content for promotional shoots, collaborations and in-studio content.

Ready to bring warmth, creativity and ownership to a brand people already love? We'd love to hear from you. Send your CV and a short note on why this role is yours to ***email_hidden*** by 30 July 2026.