Social Media Community Coordinator

4 weeks ago

London, Greater London, United Kingdom Charlotte Tilbury Full time

About Charlotte Tilbury Beauty

We are a global beauty brand that has revolutionised the industry by de-coding makeup applications for everyone, everywhere. Our easy-to-use, easy-to-choose, easy-to-gift range has made us a leader in the market, with a presence in 50 countries and a team of over 2,300 employees.

As a Social Community Coordinator & Customer Care Advisor, you will be responsible for managing our social media presence, responding to customer inquiries, and providing exceptional customer service. You will work closely with our Social Media and Marketing teams to ensure brand consistency and tone of voice across all community communications.

Key Responsibilities

  • Reply and engage with our members on social media platforms, including Facebook, Twitter, Instagram, YouTube, and TikTok.
  • Work within our social media scheduling tools to reply to customers and compile analytics to identify successes and opportunities for development.
  • Meet KPIs such as average response time and customer response percentage.
  • Coordinate with the Social Media and Marketing teams to ensure tone of voice and brand consistency across community communications.
  • Build relationships with customers, potential customers, and industry professionals.
  • Stay updated with digital technology and social media trends.
  • Advocate for our members by tracking trends and feedback, backed by data, to present to relevant teams to continually improve our customer experience.

Requirements

  • Minimum 2 years of experience in a similar role, preferably in an e-commerce brand.
  • Past work experience as a community manager is 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 to interpret website traffic.
  • Data-driven and detail-obsessed with strong problem-solving abilities.

Why Join Us?

  • Be a part of a values-driven, high-growth, magical journey with an ultimate vision to empower everyone, everywhere to be the best version of themselves.
  • We're a hybrid model with flexibility, allowing you to work how best suits you.
  • 25 days holiday (plus bank holidays) with an additional day to celebrate your birthday.
  • Inclusive parental leave policy that supports all parents and carers throughout their parenting and caring journey.
  • Financial security and planning with our pension and life assurance for all.
  • Wellness and social benefits including Medicash, Employee Assist Programs, and regular social connects with colleagues.
  • Bring your furry friend to work with you on our allocated dog-friendly days and spaces.
  • And not to forget our generous product discount and gifting.

About Us

We celebrate and support diversity, equity, and inclusion by encouraging and hiring people with diverse backgrounds, cultures, voices, beliefs, and perspectives into our growing global workforce. By doing so, we better serve our communities, customers, employees - and the candidates that take part in our recruitment process.

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