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- Tasks: Lead a team to deliver top-notch customer service on social media platforms.
- Company: Join Dr. Martens, a legendary British brand with over 60 years of heritage.
- Benefits: Enjoy hybrid working, 65% off Docs, private healthcare, and paid volunteer days.
- Why this job: Be part of a dynamic culture that values individuality and innovation.
- Qualifications: Strong communication skills and social media expertise are essential.
- Other info: This is a 12-month fixed-term contract with opportunities for growth.
The predicted salary is between 28800 - 43200 £ per year.
Customer Service Social Media Specialist
Join to apply for the Customer Service Social Media Specialist role at Dr. Martens plc
Customer Service Social Media Specialist
Join to apply for the Customer Service Social Media Specialist role at Dr. Martens plc
Get AI-powered advice on this job and more exclusive features.
Dr. Martens is a globally recognisable and culturally influential British brand, with over 60 years of rich heritage. As brand custodians, we are lucky to work for a dynamic, thriving, and ethical business, with people from diverse backgrounds, who bring their true selves to work, and where anyone can grow their career.
We are guided by three core values that are at the heart of everything we do: be yourself, act courageously, and show you care. They make us who we are and inspire us to push boundaries, embrace our individuality, and stand up for what\’s right.
THE GIG
As our Customer Care Social Media Supervisor , you will oversee and guide a team in delivering exceptional customer service across communication channels. You’ll be the driving force behind team success, ensuring smooth operations and fostering a high-performance culture. This role is a 12 month FTC.
- Lead and inspire a team in executing a robust social media communication strategy. Supporting management and community management to build inter-regional working.
- Being a Sprinklr expert and lead for the tool for customer care. Drive and track key social media KPIs to ensure the team’s goals are consistently achieved.
- Stay at the forefront of social media trends and best practices, guiding the team in leveraging new technologies.
- Facilitate training and development, offering constructive feedback to team members to improve performance.
- Collaborate with the Marketing department to ensure alignment on campaigns, SLAs, and initiatives.
- Work closely with the Global Community Manager to provide best-in-class social media customer experience for our customers, superfans, influencers and industry professionals.
- Oversee customer engagement on social media channels, suggesting content optimisation strategies. Provide reporting and social listening’s.
- Regularly report team progress, industry trends, and challenges to senior management.
- Take initiative in improving team processes, driving efficiency, and delivering innovative solutions.
- Monitor and support the resolution of customer queries, complaints, and delivery issues with professionalism.
- Maintain a high standard of product knowledge and be able to confidently advise customers.
- Step in to support traditional customer service channels during busy periods or as needed.
THE STUFF THAT SETS YOU APART
- Outstanding communication and leadership skills, with the ability to influence and motivate team members.
- Strong track record in social media, with deep understanding of platforms, trends, and best practices.
- Expertise in adapting tone and content to resonate with various audiences.
- A proactive mindset, full of energy, and a passion for teamwork and collaboration.
- Self-motivation and a results-oriented approach, with an ability to manage multiple tasks and projects.
- Ability to deliver solutions efficiently and thoroughly, always aiming for the best outcomes.
- As a supervisor in this team, you will be responsible for driving performance, mentoring others, and contributing to an environment where innovation and excellence thrive.
WHAT’S IN IT FOR YOU?
- Welcome to the family free pair of Docs
- Hybrid working, 3 days in office and 2 days WFH
- 65% off all Docs
- Award-winning ‘Buy As You Earn’ Dr. Martens share plan
- Private healthcare
- A dedicated culture team
- 2 paid volunteer days per year
Are you ready to fill your boots? Apply now.
Seniority level
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Seniority level
Mid-Senior level
Employment type
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Employment type
Temporary
Job function
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Job function
Other
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Industries
Retail Apparel and Fashion
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Customer Service Social Media Specialist employer: Dr. Martens plc
Contact Detail:
Dr. Martens plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Social Media Specialist
✨Tip Number 1
Familiarise yourself with Dr. Martens' brand values and culture. When you engage with them on social media or during interviews, reflect their core values of being yourself, acting courageously, and showing you care. This will demonstrate that you align with their ethos.
✨Tip Number 2
Stay updated on the latest social media trends and best practices. Being knowledgeable about current trends will not only help you in discussions but also show your proactive approach to the role, which is crucial for a Customer Service Social Media Specialist.
✨Tip Number 3
Engage with Dr. Martens' social media channels before applying. Comment on posts, share your thoughts, and showcase your understanding of their products and customer interactions. This will help you stand out as someone who is genuinely interested in the brand.
✨Tip Number 4
Prepare to discuss your leadership style and how you motivate teams. Since this role involves overseeing a team, having specific examples of how you've successfully led others in previous roles will be beneficial during any discussions.
We think you need these skills to ace Customer Service Social Media Specialist
Some tips for your application 🫡
Understand the Brand: Familiarise yourself with Dr. Martens' history, values, and culture. Highlight how your personal values align with theirs in your application.
Tailor Your CV: Ensure your CV reflects relevant experience in customer service and social media management. Use specific examples that demonstrate your leadership skills and understanding of social media trends.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the brand and the role. Mention your proactive mindset and ability to drive team performance, as these are key attributes they are looking for.
Showcase Your Communication Skills: In your application, emphasise your outstanding communication abilities. Provide examples of how you've influenced or motivated team members in previous roles, as this is crucial for the position.
How to prepare for a job interview at Dr. Martens plc
✨Show Your Passion for Social Media
Make sure to express your enthusiasm for social media and its impact on customer engagement. Share examples of how you've successfully used social media in previous roles, and discuss any trends or platforms you're particularly excited about.
✨Demonstrate Leadership Skills
As a Customer Service Social Media Specialist, you'll be leading a team. Be prepared to discuss your leadership style and provide examples of how you've motivated and inspired team members in the past. Highlight any experience you have in training or mentoring others.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and customer service skills. Prepare for scenarios where you might need to handle difficult customer interactions or manage team performance issues. Think through your responses to demonstrate your proactive mindset.
✨Align with Company Values
Dr. Martens values individuality, courage, and care. Research these core values and think about how they resonate with your own experiences. Be ready to share how you embody these values in your work and how you would promote them within the team.
