Company Overview:
Charlotte Tilbury is a dynamic and fast-paced beauty brand known for its innovative products and dedication to customer satisfaction. As a member of the #dreamteam, you’ll be at the forefront of our customer interactions and social media presence, ensuring a seamless and engaging experience for our community.
Position Overview:
The Social Community Coordinator & Customer Care Advisor is a pivotal role that combines exceptional customer service skills with a passion for social media. The ideal candidate will engage with our community across multiple social platforms, ensuring brand consistency and a best-in-class tone of voice. You will be responsible for managing and nurturing our social media presence while providing outstanding customer care.
Shift Patterns:
- Early: 8:00 am – 4:30 pm
- Core: 9:30 am – 6:00 pm
- 1 in 6 weekends on a core shift
Reporting Structure:
- Direct Report: Customer Care Team Leader
- Close Collaboration: Social Community Lead
Key Responsibilities:
Social Media:
- Engage with members on Facebook, Twitter, Instagram, YouTube, and TikTok.
- Utilize social media tools like Sprinklr and Dash Hudson to respond to customers and analyze engagement metrics.
- Meet KPIs such as average response time and customer response percentage.
- Coordinate with Social Media and Marketing teams to ensure consistent brand messaging.
- Collaborate with Product Marketing, Education, and Sales to stay informed about new products and features.
- Build and maintain relationships with customers and industry professionals.
- Stay updated on digital and social media trends.
- Advocate for customers by presenting data-backed feedback to relevant teams.
- Address urgent or escalated issues discreetly and appropriately.
- Innovate new ways to promote Charlotte Tilbury products.
- Resolve inquiries efficiently and provide product information to support eCommerce sales goals.
- Process daily website orders, backorders, and returns using in-house systems.
- Liaise with the warehouse to resolve delivery issues and monitor warehouse communications.
Customer Service:
- Communicate with customers via email and telephone courteously and efficiently.
- Ensure timely resolution of inquiries and provide order assistance.
- Work towards daily individual and team goals.
- Process returns and issue refunds/credit notes within 48 hours of receipt.
- Address product or brand-related issues and escalate as needed.
- Collaborate directly with the warehouse to resolve order delivery questions.
Qualifications:
- Minimum 2 years of experience in a similar role.
- Previous experience as a community manager, preferably for an e-commerce brand.
- Passionate about social media with experience managing various brand platforms.
- Excellent verbal and written communication skills.
- Customer-centric with a focus on improving customer experience.
- Strong people skills, proactive, and self-motivated.
- Ability to track and analyze community/customer service metrics.
- Data-driven with strong problem-solving skills.
- Bachelor’s degree in communications or a relevant field.
- Interest in the beauty industry and a love for makeup.
- Keen attention to detail and multitasking abilities.
- Knowledge of Netsuite, Zendesk, Sprinklr, and Dash Hudson.
Why Charlotte Tilbury:
- Competitive pay based on your role and performance.
- Health coverage for you and your family in many locations.
- Flexible work arrangements and generous vacation days.
- Charitable giving matching up to $1500.
- Up to 40 hours of volunteer time annually.
- Minimum of 16 weeks of parental leave.
- Commitment to diversity, equity, and inclusion.
Charlotte Tilbury welcomes applicants with various levels of experience. If you’re passionate about customer care and social media, and you meet most of the requirements, we encourage you to apply.
How to Apply:
Interested candidates can apply by visiting our HERE.
