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Social Community Coordinator & Customer Care Advisor - FTC (Maternity Cover)

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Charlotte Tilbury Beauty

3mo ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Marketing
  • London
  • Quick Apply

AI generated summary

  • You need 2+ years in a similar role, excellent communication skills, customer-centric mindset, data-driven approach, and a passion for beauty. Knowledge of Netsuite, Zendesk, and Sprinklr preferred.
  • You will engage with customers on social media, respond to inquiries, process orders and returns, collaborate with teams on product info, and track trends to improve customer experience.

Requirements

  • The ideal candidate will have operated within a similar role with minimum 2 years of experience.
  • Past work experience as a community manager (ideally for an e-commerce brand) a plus.
  • Passionate about social media and experience working across a variety of brand platforms.
  • Excellent verbal and written communication skills with confidence in your editorial capabilities.
  • Customer-centric, resilient, and passionate about service and systems and fixated on improving the customer experience.
  • Strong people skills, proactive and self-motivated in responding to customers and followers.
  • Ability to identify and track relevant community/customer service and engagement metrics with a knowledge of online marketing and how to interpret website traffic.
  • Data-driven and detail-obsessed with strong problem-solving abilities.
  • A bachelor’s degree in communications or other relevant field.
  • Strong interest in the beauty industry and a love for all things makeup!
  • Keen attention to detail and an ability to multi-task.
  • Knowledge of Netsuite, Zendesk, Sprinklr and Dash Hudson.

Responsibilities

  • Reply & engage with our members on our Social Media channels including Facebook pages, Twitter, Instagram, YouTube and Tik Tok.
  • Work within our social media scheduling tools Sprinklr and Dash Hudson to reply to customers and compile analytics to identify successes and possible opportunities for development.
  • Meet KPIs such as average response time and customer response percentage.
  • Coordinate with the Social Media and Marketing to ensure tone of voice and brand consistency across community communications.
  • Work cross-functionally with other departments including Product Marketing, Education and Sales to stay up to date on new product releases and features.
  • Build relationships with customers, potential customers and industry professionals.
  • Stay updated with digital technology and social media trends.
  • Advocate for our members by tracking trends and feedback, backed by data, to present to relevant teams to continually improve our customer experience.
  • Exercise discretion when encountering urgent or escalated issues and reporting as appropriate.
  • Keep an ear to the ground, think of new and engaging ways to promote CT and our genius products.
  • Ensure all inquiries are resolved effectively and in a timely manner.
  • Provide product information and offer order assistance to help the ecommerce department achieve sales goals.
  • Work toward daily individual and team goals.
  • Process daily website orders and backorders via our in-house systems.
  • Process returns stock, issuing appropriate refund/credit note and notifying the customer within 48 hours of receipt of goods.
  • Serve as the brand’s “front lines” for any product or brand related issues, escalating as appropriate to help mitigate any potential wider service issues.
  • Liaise directly with our warehouse to resolve any web order delivery questions, monitoring the warehouse email alias to ensure timely responses.
  • Communicate with customers courteously and efficiently by email and telephone.
  • Ensure all inquiries are resolved effectively and in a timely manner.
  • Provide product information and offer order assistance to help the ecommerce department achieve sales goals.
  • Work toward daily individual and team goals.
  • Process daily website orders and backorders via our in-house systems.
  • Process returns stock, issuing appropriate refund/credit note and notifying the customer within 48 hours of receipt of goods.
  • Serve as the brand’s “front lines” for any product or brand related issues, escalating as appropriate to help mitigate any potential wider service issues.
  • Liaise directly with our warehouse to resolve any web order delivery questions, monitoring the warehouse email alias to ensure timely responses.

FAQs

What is the duration of the contract for this position?

This is a maternity cover fixed-term contract (FTC).

What are the working hours for this role?

The role operates on two different shift patterns, rotating weekly: Early shift from 8:00 am – 4:30 pm and Core shift from 9:30 am – 6:00 pm. You will also be required to work 1 in 6 weekends on a core shift.

What experience is required for this position?

The ideal candidate will have a minimum of 2 years of experience in a similar role, with past experience as a community manager for an e-commerce brand being a plus.

Is there flexibility in the working model?

Yes, we offer a hybrid model with flexibility, allowing you to work in a way that best suits you.

What social media platforms should candidates be experienced with?

Candidates should have experience working across social media platforms such as YouTube, Instagram, Facebook, Twitter, and TikTok.

What specific skills are required for effective communication in this role?

Excellent verbal and written communication skills are essential, as well as confidence in editorial capabilities.

Will I be required to use specific tools for social media scheduling and customer management?

Yes, experience with social media scheduling tools such as Sprinklr and Dash Hudson, as well as knowledge of Netsuite and Zendesk, is beneficial.

Are there any additional benefits offered?

Yes, benefits include 25 days of holiday (plus bank holidays), an additional day for your birthday, inclusive parental leave policy, pension and life assurance, wellness benefits, dog-friendly days, and a generous product discount.

What is the company culture like at Charlotte Tilbury Beauty?

Charlotte Tilbury Beauty fosters a fast-paced and dynamic environment that values nimble mindsets, dedication to excellence, and team collaboration as part of the #dreamteam.

Is there an expectation for data tracking and reporting in this role?

Yes, candidates should have the ability to identify and track relevant community/customer service and engagement metrics and present this data to relevant teams to improve customer experience.

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Charlotte Tilbury Beauty

Dream, Dare & Disrupt

Retail & Consumer Goods
Industry
501-1000
Employees
2013
Founded Year

Mission & Purpose

Charlotte Tilbury Beauty is a renowned cosmetics brand founded by makeup artist Charlotte Tilbury. The company offers a wide range of makeup and skincare products designed to enhance natural beauty and empower individuals to look and feel their best. With a focus on high-quality formulations, luxurious textures, and iconic packaging, Charlotte Tilbury Beauty provides a luxurious and immersive beauty experience. Their ultimate mission is to inspire confidence and empower individuals to express their unique style through the transformative power of makeup. With a commitment to innovation, quality, and inclusivity, Charlotte Tilbury Beauty strives to create products that cater to diverse needs and deliver exceptional results.