Community Experience Advisor in London

About Us

The Rodial Group was founded by London-based entrepreneur, speaker and best-selling author Maria Hatzistefanis in 1999. She has been creating bestselling skincare for over 25 years for skincare sister brands Rodial and Nip + Fab. Rodial, with its hi-tech, innovative and iconic skincare and complexion products, is loved and used by customers and high-profile names around the world, while Nip + Fab’s mission is simple: to provide customers with luxury, science-based skincare formulations at high-street prices and empower them with ingredient knowledge. We are a female-led and founded independent group and live by our values. We champion each other and encourage ourselves and our customers to aim high through our products, events, engagements, publications and high-profile partnerships. Today, both Rodial and Nip + Fab products are available worldwide in 30+ countries, in both prestigious luxury department stores and multiple high-street retailers and pharmacies.

Please note, we work 4 days a week in our offices in W11 and one day from home.

The Opportunity

In this role, you will be the first point of contact for consumers interacting directly with the Nip+Fab brand across social media, paid advertising channels, email, and community platforms. You will be responsible for responding to customer comments, messages, reviews, and enquiries in a timely, professional, and brand-aligned manner, helping to deliver a positive and engaging customer experience across all touchpoints. As the custodian of direct-to-consumer communication, both pre- and post-purchase, you will help create positive customer journeys and experiences that build trust, loyalty, and advocacy. With an initial focus on Meta platforms, you will respond to engagement across organic social content, paid advertising campaigns, and customer email communications, while supporting future integration with loyalty and CRM programmes. By developing a deep understanding of our customers and their skincare needs, you will provide tailored skincare advice, ingredient education, product recommendations, and brand support.

Working closely with the wider marketing team, you will ensure all consumer communications are authentic, on-brand, and customer-focused. You will help foster a positive brand community by engaging in conversations across channels, identifying recurring customer questions and feedback, and sharing insights that contribute to an exceptional customer experience. You will continually develop your skincare, ingredient, and science-backed product knowledge with the support of the Senior Community and Customer Experience Manager, enabling you to confidently educate consumers and build bespoke skincare routines. You will answer product and routine-related questions, provide guidance on layering and product usage, and help customers navigate our range to find the most suitable solutions for their individual skin concerns and goals.

A dynamic, hands-on role, you will be at the forefront of how consumers experience and perceive the Nip+Fab brand. You will be prepared to get involved across the business, contribute ideas, and have your voice heard, while embracing a "make it happen" attitude. Believing deeply in our mission to deliver real results for real people at accessible prices, you will take pride in exceeding customer expectations at every interaction. As an independent, family-run business, we value autonomy, initiative, and a willingness to drive positive change. The ability to take ownership of your work, contribute to the evolution of the customer experience, and represent the brand with passion and authenticity will be key to your success in this role.

Key Responsibilities

• Respond to customer comments, messages, reviews, and enquiries across social media, paid advertising channels, email, and community platforms.
• Provide skincare advice, product recommendations, and ingredient education tailored to individual customer needs.
• Build bespoke skincare routines and support customers with product selection and usage guidance.
• Foster positive community engagement and help strengthen customer loyalty and brand advocacy.
• Identify and share customer feedback, trends, and insights with the wider business.
• Ensure all customer communications are professional, accurate, and aligned with the Nip+Fab brand tone of voice.
• Work collaboratively with the Senior Community and Customer Experience Manager and wider marketing team to support customer experience objectives.
• Contribute to the continuous improvement of community engagement processes and customer satisfaction.

You will spend 90% of your time interacting with consumers across all touch points and actively creating conversation with consumers. You will spend 10% analysing historical execution, sharing data analytics and adjusting strategy to action learnings in the future plan and communicate to the wider team.

The successful candidate will have the following:

• Excellent written communication skills, with the ability to adapt tone of voice while maintaining brand consistency across social media, email, and customer communications.
• Strong customer service and relationship-building skills, with a genuine passion for delivering exceptional consumer experiences.
• Interest in skincare, beauty, and ingredient education with the ability to manage multiple conversations and priorities simultaneously.
• Pro-active, self-motivated, and solutions focused with the ability to work independently and collaborate effectively within a wider team.
• Demonstrable interest in consumer interaction and how consumer behaviour is at the heart of brand purpose.
• Superb attention to detail.