Community Manager - M² in London

DescriptionAbout Charlotte Tilbury BeautyFounded in 2013 by world‐renowned makeup artist and beauty entrepreneur Charlotte Tilbury CBE, Charlotte Tilbury Beauty has transformed the global beauty industry with one mission: to empower everyone, everywhere to look and feel like the most confident version of themselves. With our easy‐to‐use, easy‐to‐choose, easy‐to‐gift icons, we've become one of the most talked‐about beauty brands on the planet - and the magic is only growing. Today, we're a global beauty phenomenon, scaling at record speed across 50+ markets with over 3,000 Dream Team members bringing the Tilbury magic to life every single day. Across the world, our Retail Teams and Magic Offices work hand‐in‐hand to shape the Charlotte Tilbury experience - from the glamour of London and the style capitals of Europe, to the energy of the Americas, the vibrant beauty hubs of the Middle East and the fast‐growing innovation centres across APAC. Every region brings its own sparkle, culture and community, creating the unmistakable magic of Team Tilbury. And as we continue to break records across countries, channels and categories, we're looking for extraordinary talent to join us. About the roleWe are seeking a passionate, confident and driven Global Social Community Manager to join our Global Social Media Team and help shape and grow Charlotte Tilbury's global social community. This is a high-impact role responsible for building deeper relationships with our fans and ensuring Charlotte Tilbury's distinctive brand voice comes to life consistently across every social touchpoint. You'll lead proactive engagement, identify opportunities to surprise and delight our community, and help evolve differentiated tones of voice across our social channels and audiences. Working closely with the Global Social Leadership Team, Customer Care, Corporate Communications and PR, you'll lead the social community approach to crisis communications and brand protection, ensuring emerging issues are identified early and our response across social is considered, consistent and aligned with the wider business. We're looking for someone who understands how communities and conversations are evolving across platforms including Instagram, TikTok, YouTube, Facebook and Threads, and is excited by the opportunity to grow their expertise and influence within a fast-paced global beauty brand. As a Social Community Manager you willShape and deliver the global social community strategy across Charlotte Tilbury's key social channelsLead proactive community engagement, identifying opportunities to build relationships, surprise and delight fans and participate in relevant cultural conversationsChampion Charlotte Tilbury's distinctive brand voice, helping evolve relevant tones of voice across different social channels and audiencesBring forward fresh, social-first ideas that strengthen community engagement, advocacy and brand loveLead the social community approach to crisis communications and brand protection, partnering closely with Corporate Communications and PR to ensure a clear, consistent and timely response across socialProactively identify and escalate emerging reputational risks, sentiment shifts and sensitive conversations, providing clear recommendations on the appropriate social response and course of actionOwn and evolve community crisis guidelines, escalation processes and response frameworks, ensuring teams are equipped to respond confidently and consistently during sensitive or high-risk momentsOwn social listening across our community, identifying emerging conversations, trends, product feedback and shifts in consumer sentimentBring the voice of our community into the business, translating social conversations, behaviours and feedback into actionable insights that inform content strategy, campaigns and wider brand decision-makingDeliver regular community and sentiment reporting, highlighting key learnings, opportunities and recommendationOversee the relationship between Global Social and Social Customer Care, setting clear standards, guidance and ways of working to ensure a joined-up approach to community managementShape training and provide ongoing guidance to ensure community interactions are consistent with Charlotte Tilbury's brand voice, social standards and approach to sensitive or escalated conversationsBuild strong relationships across Social, Customer Care, Corporate Communications, PR, Brand and Advocacy, representing the voice of our social community across the businessWho you will work withReporting into the Global Head Social Media, Skincare + FragranceAbout youA confident and experienced community professional with strong judgement and attention to detail, able to provide clear recommendations and navigate fast-moving, sensitive or high-pressure social momentsExperience managing social issues, reputational risk or crisis communications, with the confidence to work closely with senior stakeholders and cross-functional teamsPassionate about social and the power of conversation to build meaningful relationships between brands and their audiences Excellent written and verbal communication skills, with a strong instinct for brand voice, tone and how to adapt it across different social platforms Confident engaging with communities across key platforms including Instagram, TikTok, Facebook, YouTube and emerging social channels Proactive and solutions-focused, constantly looking for opportunities to evolve community engagement, inform content and improve performanceCulturally curious and highly attuned to social trends, conversations and emerging community behaviours Comfortable using social listening, community insights and data to identify opportunities, inform content strategy and improve community engagementStrong judgement and attention to detail, with the confidence to navigate both everyday community conversations and more sensitive or reactive moments A collaborative team player who builds strong relationships and is comfortable working with multiple stakeholders in a fast-paced global environment A genuine passion for beauty and an ambition to grow and make an impact within a global beauty brand Charlotte Tilbury is a fast‐paced, dynamic and ever‐evolving environment where agility, ambition and a passion for excellence help our teams thrive. 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 themselvesWe're a hybrid model with flexibility, allowing you to work how best suits you25 days holiday (plus bank holidays) with an additional day to celebrate your birthdayInclusive parental leave policy that supports all parents and carers throughout their parenting and caring journeyFinancial security and planning with our pension and life assurance for allWellness and social benefits including Medicash, Employee Assist Programs and regular social connects with colleaguesBring your furry friend to work with you on our allocated dog friendly days and spacesAnd not to forget our generous product discount and gifting! A workforce that reflects the world around us helps us better serve our communities, our customers, our colleagues, and every candidate who takes part in our recruitment process. Want a closer look at life at Charlotte Tilbury Beauty? Job SummaryID: BABF66CEB9Department: London Magic Office, Brand Marketing