Charlotte Tilbury Beauty r0waOyh
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Meet KPIs such as average response time and customer response percentage.
About Charlotte Tilbury BeautyFounded by British makeup artist and beauty entrepreneur Charlotte Tilbury MBE in 2, 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. The energy behind the brand is infectious, and as we grow, we are always looking for extraordinary talent who want to be part of this our success and help drive our limitless ambitions.
About The Role
As 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. Our ideal candidate has exceptional oral and written communication skills and is able to develop engaging content. Previous experience working across social media platforms such as YouTube, Instagram, Facebook, and Twitter is a massive plus. Prior experience working with a social media scheduling tool would also be beneficial. You should be a ‘people person' with great customer service skills and the ability to effectively moderate online and offline conversations within our community. Ultimately, you should be excited to act and communicate with followers as the face and voice of our brand and manage all community conversations. You will be responsible for the development of best-in-class customer satisfaction. This role requires the advisor to have knowledge of the brand and product offering, and to offer exceptional advice and consultation to customers.
Who You Will Work With
- You will be reporting directly into the Customer Care Team Leader, but will also be working closely with our Social Media team
As a Social Community Coordinator & Customer Care Advisor you will
Social Media{{{{:}}}}
- Reply & engage with our members on our Social Media channels including Facebook pages, Twitter, Instagram, YouTube and Tik Tok
- Meet KPIs such as average response time and customer response percentage
- 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 and social media trends
- Work within our social media scheduling tool, Sprinklr to reply to customers and compile analytics to identify customer service successes and possible opportunities for development
- 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
- Communicate with customers courteously and efficiently by email and telephone
- 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
- Process daily website orders and backorders via our in house systems
- 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, monitoring the warehouse email alias to ensure timely responses
Customer Service{{{{:}}}}
- Communicate with customers courteously and efficiently by email and telephone
- 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
- Process daily website orders and backorders via our in house systems
- 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, monitoring the warehouse email alias to ensure timely responses
About You
- The ideal candidate will have operated within a similar role with minimum 2 years of experience
- Past work experience as a community manager (ideally for an e-commerce brand) 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
About Charlotte Tilbury Beauty
Founded by British makeup artist and beauty entrepreneur Charlotte Tilbury MBE in 2, 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. The energy behind the brand is infectious, and as we grow, we are always looking for extraordinary talent who want to be part of this our success and help drive our limitless ambitions.
About The Role
As 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. Our ideal candidate has exceptional oral and written communication skills and is able to develop engaging content. Previous experience working across social media platforms such as YouTube, Instagram, Facebook, and Twitter is a massive plus. Prior experience working with a social media scheduling tool would also be beneficial. You should be a ‘people person' with great customer service skills and the ability to effectively moderate online and offline conversations within our community. Ultimately, you should be excited to act and communicate with followers as the face and voice of our brand and manage all community conversations. You will be responsible for the development of best-in-class customer satisfaction. This role requires the advisor to have knowledge of the brand and product offering, and to offer exceptional advice and consultation to customers.
Who You Will Work With
As a Social Community Coordinator & Customer Care Advisor you will
Social Media{{{{:}}}}
Customer Service{{{{:}}}}
About You
Founded by British makeup artist and beauty entrepreneur Charlotte Tilbury MBE in 2, 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. The energy behind the brand is infectious, and as we grow, we are always looking for extraordinary talent who want to be part of this our success and help drive our limitless ambitions.
About The Role
As 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. Our ideal candidate has exceptional oral and written communication skills and is able to develop engaging content. Previous experience working across social media platforms such as YouTube, Instagram, Facebook, and Twitter is a massive plus. Prior experience working with a social media scheduling tool would also be beneficial. You should be a ‘people person' with great customer service skills and the ability to effectively moderate online and offline conversations within our community. Ultimately, you should be excited to act and communicate with followers as the face and voice of our brand and manage all community conversations. You will be responsible for the development of best-in-class customer satisfaction. This role requires the advisor to have knowledge of the brand and product offering, and to offer exceptional advice and consultation to customers.
Who You Will Work With
- You will be reporting directly into the Customer Care Team Leader, but will also be working closely with our Social Media team
As a Social Community Coordinator & Customer Care Advisor you will
Social Media{{{{:}}}}
- Reply & engage with our members on our Social Media channels including Facebook pages, Twitter, Instagram, YouTube and Tik Tok
- Meet KPIs such as average response time and customer response percentage
- 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 and social media trends
- Work within our social media scheduling tool, Sprinklr to reply to customers and compile analytics to identify customer service successes and possible opportunities for development
- 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
- Communicate with customers courteously and efficiently by email and telephone
- 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
- Process daily website orders and backorders via our in house systems
- 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, monitoring the warehouse email alias to ensure timely responses
Customer Service{{{{:}}}}
- Communicate with customers courteously and efficiently by email and telephone
- 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
- Process daily website orders and backorders via our in house systems
- 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, monitoring the warehouse email alias to ensure timely responses
About You
- The ideal candidate will have operated within a similar role with minimum 2 years of experience
- Past work experience as a community manager (ideally for an e-commerce brand) 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
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