About Charlotte Tilbury Beauty Charlotte Tilbury Beauty, founded in 2013 by renowned makeup artist and entrepreneur Charlotte Tilbury MBE, has transformed the global beauty industry with its innovative and easy-to-use products. With a presence in 50 markets and a dynamic team of over 2,300 employees worldwide, Charlotte Tilbury Beauty is a leading name in beauty, known for its groundbreaking products and exceptional growth.
Job Description Title: Social Community Coordinator & Customer Care Advisor
Location: London, United Kingdom
Charlotte Tilbury Beauty is seeking a dedicated and experienced Social Community Coordinator & Customer Care Advisor. This role is ideal for individuals passionate about social media and customer service, with exceptional communication skills and a proactive approach to community engagement. The successful candidate will be responsible for engaging with customers on social media platforms, meeting KPIs, coordinating with the marketing team, and staying updated with social media trends.
Responsibilities:
- Engage with members on social media channels including Facebook, Twitter, Instagram, YouTube, and TikTok.
- Meet KPIs such as average response time and customer response percentage.
- Coordinate with the Social Media and Marketing teams to ensure tone of voice and brand consistency.
- Work cross-functionally with departments including Product Marketing, Education, and Sales.
- Stay updated with digital technology and social media trends.
- Use social media scheduling tools like Sprinklr to reply to customers and compile analytics.
- Advocate for customers by tracking trends and feedback to improve customer experience.
- Communicate courteously and efficiently with customers by email and telephone.
- Provide product information and assist with orders to help achieve ecommerce sales goals.
- Process daily website orders and returns, liaising with the warehouse to resolve delivery questions.
Skills and Qualifications:
- Minimum of 2 years of experience in a similar role.
- Experience as a community manager, ideally for an e-commerce brand.
- Proficiency across various social media platforms.
- Excellent verbal and written communication skills.
- Strong people skills, proactive, and customer-centric.
- Ability to track and interpret community/customer service metrics.
- Bachelor’s degree in communications or a relevant field.
- Interest in the beauty industry and a passion for makeup.
- Familiarity with tools like Netsuite, Zendesk, and Sprinklr.
Compensation: Charlotte Tilbury Beauty offers a comprehensive benefits package including life insurance, parental leave, paid holidays, and paid time off. Additional perks include product discounts, wellness programs, and flexible working arrangements.
Application Process: Charlotte Tilbury Beauty is committed to building a diverse workforce and encourages applications from all qualified candidates. Join a values-driven, high-growth company on its magical journey to empower everyone to be the best version of themselves.
Equal Opportunity Statement: Charlotte Tilbury Beauty celebrates diversity and is committed to creating an inclusive environment for all employees. They encourage applications from people of all backgrounds, cultures, and perspectives to better serve their communities and customers.
