Customer Care Operations

Customer Care Operations & Social Community CoordinatorGet AI‑powered advice on this job and more exclusive features.About Charlotte Tilbury BeautyFounded by British makeup artist and beauty entrepreneur Charlotte Tilbury MBE in 2013, 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 RoleAs Customer Care Operations and 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. Your responsibilities include engaging with members, moderating conversations, using scheduling tools, meeting KPIs, coordinating with cross‑functional teams, and providing product information to support sales goals.Key ResponsibilitiesReply & engage with our members on our Social Media channels including Facebook pages, Instagram, YouTube, and Tik TokWork within our social media scheduling tools Brand Bastion and Dash Hudson to reply to customers and compile analytics to identify successes and possible opportunities for developmentMeet KPIs such as average response time and daily performance target metricsCoordinate with the social media and marketing to ensure tone of voice and brand consistency across community communicationsWork cross‑functionally with other departments including Product Marketing, Education and Sales to stay up to date on new product releases and featuresBuild relationships with customers, potential customers and industry professionalsStay updated with digital technology, social media trends and world newsAdvocate for our members by tracking trends and feedback, backed by data, to present to relevant teams to continually improve our customer experienceExercise discretion when encountering urgent or escalated issues and reporting as appropriateKeep an ear to the ground, think of new and engaging ways to promote CT and our genius productsEnsure all inquiries are resolved effectively and in a timely mannerProvide product information and offer order assistance to help the ecommerce department achieve sales goalsWork toward daily individual and team goalsSupport the wider Customer Care team daily with adhoc tasksProcess returns stock, issuing appropriate refund/credit note and notifying the customer within 48 hours of receipt of goodsServe as the brand's "front lines" for any product or brand related issues, escalating as appropriate to help mitigate any potential wider service issuesLiaise directly with our warehouse to resolve any web order delivery questionsSupport Customer Care in peak times to communicate with customers courteously and efficiently via email and Live ChatQualificationsMinimum 2 years of experience in a similar rolePast work experience in a community role (ideally for an e‑commerce brand) is a plusPassionate about social media and experience working across a variety of brand platformsExcellent verbal and written communication skills with confidence in your editorial capabilitiesCustomer‑centric, resilient, and passionate about service and systems and fixated on improving the customer experienceStrong people skills, proactive and self‑motivated in responding to customers and followersAbility to identify and track relevant community/customer service and engagement metrics with a knowledge of online marketing and how to interpret website trafficData‑driven and detail‑obsessed with strong problem‑solving abilitiesA bachelor's degree in communications or another relevant fieldStrong interest in the beauty industry and a love for all things makeupKeen attention to detail and an ability to multi‑taskKnowledge of Customer Care and Social Platforms. Ideally NetSuite, Zendesk, Brand Bastion and Dash Social is a plusWhy Join UsBe a part of this values‑driven, high growth, magical journey with an ultimate vision to empower everyone, everywhere to be the best version of themselvesWe're a hybrid model with flexibility, allowing you to work how best suits you25 days holiday (plus bank holidays) with an additional day to celebrate your birthdayInclusive parental leave policy that supports all parents and carers throughout their parenting and caring journeyFinancial security and planning with our pension and life assurance for allWellness and social benefits including Medicash, Employee Assist Programs and regular social connects with colleaguesBring your fury friend to work with you on our allocated dog friendly days and spaces and not to forget our generous product discount and giftingAt Charlotte Tilbury Beauty, our mission is to empower everybody in the world to be the most beautiful version of themselves. We celebrate and support this 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. #J-18808-Ljbffr