Customer Care Operations & Social Community Coordinator in London

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.

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. Your responsibilities include engaging with members, moderating conversations, using scheduling tools, meeting KPIs, coordinating with cross‐functional teams, and providing product information to support sales goals.

Key Responsibilities

• 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.

Qualifications

• Minimum 2 years of experience in a similar role.
• 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 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 another 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 Customer Care and Social Platforms. Ideally NetSuite, Zendesk, Brand Bastion and Dash Social is a plus!

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 furry 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.