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For Companies At a Glance
- Tasks: Lead a team to deliver top-notch customer service on social media.
- 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 vibrant 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 - 42000 £ per year.
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.
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Customer Service Social Media Specialist employer: Dr. Martens
Contact Detail:
Dr. Martens 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. Understanding their core principles of being yourself, acting courageously, and showing you care will help you align your approach during interviews and discussions.
✨Tip Number 2
Stay updated on the latest social media trends and best practices. Being able to discuss current trends and how they can be applied to enhance customer engagement will demonstrate your expertise and passion for the role.
✨Tip Number 3
Prepare examples of how you've successfully led a team or managed projects in a social media context. Highlighting your leadership skills and ability to drive performance will set you apart from other candidates.
✨Tip Number 4
Network with current or former employees of Dr. Martens on platforms like LinkedIn. Gaining insights into the company culture and expectations can provide you with valuable information to tailor your approach.
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. This will help you tailor your application to reflect their core values of being yourself, acting courageously, and showing you care.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience in customer service and social media management. Provide specific examples of how you've successfully led teams or managed social media strategies in the past.
Showcase Communication Skills: Since outstanding communication is key for this role, ensure your application demonstrates your ability to communicate effectively. Use clear, concise language and consider including examples of how you've influenced or motivated others.
Tailor Your Application: Customise your CV and cover letter to align with the job description. Mention your understanding of social media trends and your proactive mindset, as these are crucial for the Customer Service Social Media Specialist role.
How to prepare for a job interview at Dr. Martens
✨Show Your Passion for Social Media
Demonstrate your enthusiasm for social media by discussing recent trends and how they can be leveraged for customer engagement. Be prepared to share examples of successful campaigns you've managed or contributed to.
✨Highlight Leadership Experience
Since this role involves supervising a team, emphasise any previous leadership roles you've held. Share specific instances where you motivated your team or improved performance through your guidance.
✨Understand Dr. Martens' Brand Values
Familiarise yourself with Dr. Martens' core values: being yourself, acting courageously, and showing you care. Prepare to discuss how these values resonate with you and how you would embody them in your role.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle customer complaints on social media. Think of examples where you've successfully resolved issues and how you would approach similar situations in this role.
