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

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 Social Community Coordinator and Customer Care Advisor, 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.

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.

Please note:

This is a maternity cover FTC role.

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.

Who you will work with

• You will be reporting directly into the Customer Care Team Leader, but will also be working closely with our Social Community Lead.

As a Social Community Coordinator & Customer Care Advisor you will

Social Media:

• 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.

Customer Service:

• 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.

About you

• 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.

Charlotte Tilbury is a fast-paced and dynamic environment where nimble mindsets, striving to deliver the best and wanting to be part of a #dreaamteam are key. Even though we have requirements our experience and background are just a guide, we still love to welcome applicants with more or less experience stated, provided necessary skills can be demonstrated. Even if you don’t tick all the boxes – Apply anyway!

Why join us?

• Be a part of this values driven, high growth, magical journey with an ultimate vision to empower everyone, everywhere to be the best version of themselves
• We’re a hybrid model with flexibility, allowing you to work how best suits you
• 25 days holiday (plus bank holidays) with an additional day to celebrate your birthday
• Inclusive parental leave policy that supports all parents and carers throughout their parenting and caring journey
• Financial security and planning with our pension and life assurance for all
• Wellness and social benefits including Medicash, Employee Assist Programs and regular social connects with colleagues
• Bring your fury friend to work with you on our allocated dog friendly days and spaces
• And not to forget our generous product discount and gifting!

At Charlotte Tilbury Beauty, our mission is to empower everybody in the world to be the most beautiful version of themselves. We celebrate and support this by encouraging and hiring people with diverse backgrounds, cultures, voices, beliefs, and perspectives into our growing global workforce. By doing so, we better serve our communities, customers, employees - and the candidates that take part in our recruitment process.

If you want to learn more about life at Charlotte Tilbury Beauty please follow our LinkedIn page!