Social Community Coordinator & Customer Care Advisor, Charlotte Tilbury
12 Month Maternity Cover
Makeup, skin care & beauty collection
Job no longer available
Makeup, skin care & beauty collection
1001+ employees
Job no longer available
1001+ employees
Company mission
To empower everybody in the world to be the most beautiful version of themselves.
Role
Who you are
- 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
- You will have exceptional customer service skills, experience and interest working within social media platforms, a professional work ethic, and a willingness to go above and beyond to achieve performance
- Our ideal candidate has exceptional oral and written communication skills and is able to respond and develop engaging & unique response content
- Previous experience working across social media platforms such as YouTube, Instagram, Facebook, and Twitter is a massive plus
- Prior experience working with a social media scheduling tool would also be beneficial
What the job involves
- Effectively moderate online and offline conversations within our community
- Be excited to act and communicate with followers as the face and voice of our brand and manage all community conversations
- You will be responsible for the development of best-in-class tone of voice
- This role requires the advisor to have knowledge of the brand and product offering, and to offer exceptional advice and consultation to customers and the social community
- This role will operate on two different shift patterns, rotating weekly: Early: 8:00 am – 4:30 pm. Core: 9:30 am – 6:00 pm. You will also be required to work 1 in 6 weekends, on a core shift
- You will be reporting directly into the Customer Care Team Leader, but will also be working closely with our Social Community Lead
- 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
Salary benchmarks
Our take
Charlotte Tilbury has carved a niche in the cosmetics industry with its commitment to quality, buoyed by celebrity endorsements and a fondness for innovation. Founder Charlotte's strong personal brand has propelled the company's rapid ascent, while its embrace of cutting-edge technologies like augmented and virtual reality has unlocked avenues unexplored by traditional cosmetic brands.
The acquisition of Charlotte Tilbury by the fashion and beauty conglomerate, Puig, in 2020 marked a significant turning point, catalysing global expansion efforts and venturing into an emerging digital landscape like the Metaverse. Leveraging AI-based marketing solutions, the company has witnessed a remarkable 60% increase in conversion rates for its acquisition campaigns, highlighting its adeptness at staying ahead in the dynamic beauty market.
Charlotte Tilbury was acquired by Fashion and beauty conglomerate, Puig, in 2020. Since then, the company has been driving global growth and expanding into new digital frontiers (i.e. the Metaverse). Its use of AI-based marketing solutions has resulted in a 60% conversion rate increase in its acquisition campaigns. Charlotte Tilbury is well set to see consistent market growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Many candidates hear
back within 2 weeks
25% employee growth in 12 months
Company
Company benefits
- Generous staff discount
- Generous product gifting
- 25 days holiday plus bank holidays
- Hybrid, flexible working
- Dog friendly office on Monday and Fridays
- Access to Tilbury Treats - discounts on everything from gym memberships to cinema tickets
- Other fabulous benefits such as life assurance, birthdays off work and pension contribution
Company HQ
London, UK
Articles
Leadership
Charlotte Tilbury
(Founder)Spent 20 years in the fashion and beauty industry as a Creative Consultant for the top beauty brands worldwide. Was the most sought-after make-up artist in the world when she founded this company.
Demetra Pinsent
(CEO, not founder)Former Partner at McKinsey & Company. Received their M. Phil from the University of Oxford and a BA in Social Studies from Harvard University.
People progressing
Joined as Customer Service Manager in the early stages of the company, was promoted to website coordinator after 10 months, and is now Head of Digital Content.
Joined as a Junior-level producer in January 2017. She was promoted three times in 5 years, most recently to Creative Production & Project Management Director.
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