Social Community Moderator

6 months ago

London, United Kingdom Charlotte Tilbury Full time

Prior experience working with and pulling data from a social media scheduling tool would be preferred. You should be a ‘people person’ with great communication 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 reporting directly into the Social Community Lead but will also have a dotted reporting line with our Global Social Media team.

The Social Community Moderator is responsible for the proactive management of positive commentary across all social channels, rewarding the community members who comment with direct engagement with our brand. This role requires the moderator to have knowledge of our community guidelines and product offering, as well as partnering with our Global Social Media team during topical events and/or posts in real-time, managing and funnelling inbound enquiries to the relevant stakeholders within the business. You will be working on regular reporting and measuring of social successes.

**Please note this role requires flexibility of shift patterns required across 7 days, which may include evenings and weekends**

**Role Accountabilities**

Social Media:

- Reply & engage with our members on our social media channels including Instagram, TikTok, Facebook pages, Twitter and YouTube.
- Meet KPIs involving outbound and outreach engagement
- Collaborate with the Customer Care, Global Social Media, PR and Influencer teams to ensure tone of voice and brand consistency across community communications.
- Work on crisis management situations to protect both the brand and the social community.
- Work cross-functionally with other departments including PR, Product Marketing, Education and Sales to stay up to date on new product releases and features.
- Collaborate with the social team in China, Arabia and UK to ensure alignment and seamlessness on engagement.
- Build relationships with customers, potential customers and industry professionals.
- Stay updated with digital technology and social media trends.
- Work within our social media scheduling tools Sprinklr and Dash Hudson 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 across our social media channels.
- 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.
- 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.
- Support on the development of the engagement workflow.
- Experience and understanding of the concept of social listening and social listening tools is desired.
- Working with our regional teams to outline comms for new launches, crisis situations and engagement.

Customer Care:

- Inspiring and supporting the Customer Care and Social Customer Care team in social engagement,
- Identifying problems and implementing strategies to improve engagement tactics for the Customer Care and Social Customer Care teams.
- Communicate with customers courteously and efficiently across our social media channels.
- Liaise with the Social Customer Care team to ensure all inquiries are resolved effectively and in a timely manner.
- Work toward daily individual and team goals and targets.
- 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.

Reporting Relationships: UK Social Community Lead

**Requirements**:

- Past work experience as a Community Manager.
- 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, social media and systems -fixated on improving and growing the Charlotte Tilbury community.
- Strong people skills, proactive and self-motivated in responding to customers and followers.
- Ability to identify and track relevant community and engagement metrics with a knowledge of online marketing and how to interpret website traffic.
- Data-driven and detail-obsessed with strong problem-solving abilities.
- A bachelor’s degree in communications or other relevant field.
- Strong

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