Job Specifications
About Charlotte Tilbury Beauty
Founded by British makeup artist and beauty entrepreneur Charlotte Tilbury MBE in 2013, Charlotte Tilbury Beauty has revolutionised the face of the global beauty industry by de-coding makeup applications for everyone, everywhere, with an easy-to-use, easy-to-choose, easy-to-gift range. Today, Charlotte Tilbury Beauty continues to break records across countries, channels, and categories and to scale at pace.
Over the last 10 years, Charlotte Tilbury Beauty has experienced exceptional growth and is one of the most talked about brands in the beauty industry and beyond. It has become a global sensation across 50 markets (and growing), with over 2,300 employees globally who are part of the Dream Team making the magic happen.
Today, Charlotte Tilbury Beauty is a truly global business, delivering market-leading growth, innovative retail and product launches fuelled by industry-leading tech — all with an internal culture of embracing challenges, disruptive thinking, winning together, and sharing the magic. The energy behind the brand is infectious, and as we grow, we are always looking for extraordinary talent who want to be part of this our success and help drive our limitless ambitions.
About The Role
As Customer Care Operations and Social Community Coordinator, 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 TikTok is a massive plus. Prior experience working with a social media scheduling tool would also be beneficial. You should be a ‘people person' with great people skills and the ability to effectively moderate online and offline conversations within our community. Ultimately, you should 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.
As a Customer Care Operations & Social Community Coordinator you will
Reply & engage with our members on our Social Media channels including Facebook pages, Instagram, YouTube and Tik Tok
Work within our social media scheduling tools Brand Bastion 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 daily performance target metrics
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, social media trends and world news
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
Support the wider Customer Care team daily with adhoc tasks
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
Support Customer Care in peak times to communicate with customers courteously and efficiently via email and Live Chat
Ensure all inquiries are resolved effectively and in a timely manner
Who You Will Work With
You will be reporting directly into the Social Customer Care Operations Team Leader, and will also be working closely with our Social Community Manager.
About You
The ideal candidate will have operated within a similar role with minimum 2 years of experience
Past work experience in a community role (ideally for an e-commerce brand) is a plus
Passionate about social media and experience working across a variety of brand platforms
Excellent verbal and written communication skills with confidenc
About the Company
Founded by British makeup artist and beauty entrepreneur Charlotte Tilbury MBE in 2013, Charlotte Tilbury Beauty has revolutionised the face of the global beauty industry by de-coding makeup applications for everyone, everywhere, with an easy-to-use, easy-to-choose, easy-to-gift range. Today, Charlotte Tilbury Beauty continues to break records across countries, channels, and categories and to scale at pace.
Over the last 10 years, Charlotte Tilbury Beauty has experienced exceptional growth and is one of the most talked abou...
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