Community Manager (Beauty) [AQ-14839]

About the Role

Are you a social media enthusiast with a passion for connecting with consumers and shaping brand experiences? We are seeking a dynamic and insightful individual to become the direct voice of a beloved brand across various social platforms. In this pivotal role, you will actively engage with consumers, shaping their online journey and fostering a vibrant community. Your contributions will be instrumental in providing expert advice, leveraging consumer feedback, and directly influencing product and content strategies, making a tangible impact on how the brand connects with its audience.

What You'll Do

• Reactively engage with fans and followers across various social platforms in a timely manner.
• Support public communication channels, including social media, reviews, and Q&A, by offering insights, strategic recommendations, and active engagement.
• Participate in brand and customer care trainings, work sessions, and meetings to stay current with social strategies and best practices.
• Utilize provided social FAQ documents for new product introductions and significant social moments.
• Craft custom, clear, and consumer-understandable responses to address inquiries and issues effectively.
• Identify and propose innovative methods to influence consumer purchasing decisions.
• Escalate critical customer complaints to internal care and brand teams and actively contribute to problem-solving.
• Support an ongoing gifting program based on team goals, sourcing relevant talent and managing outreach for product distribution via a designated platform.
• Develop solutions when challenges arise within the gifting program and maintain detailed tracking of individual results.
• Stay informed about emerging social media platforms, tools, and industry best practices.
• Achieve and maintain a 100% reply rate and meet established response time goals across all social channels.
• Uphold consumer satisfaction and sentiment scores as defined by the team.
• Demonstrate flexibility in scheduling, including working weekends, to meet business needs.
• Consistently meet quality standards in all customer interactions across all channels.
• Proactively identify opportunities to improve policies or processes and lead initiatives to enhance service and customer satisfaction.
• Document product-related issues thoroughly to inform future product improvement and development.
• Accurately input required information into the customer relationship management (CRM) system and surveys to ensure data integrity.

Required Skills & Experience

• Bachelor's Degree.
• 1-2 years of experience in social media engagement.
• Proven knowledge and experience with major social media platforms.
• Ability to thrive in a fast-paced, dynamic environment, working both independently and as part of a cross-functional team.
• Strong sense of urgency, high degree of flexibility, adaptability, resourcefulness, and responsiveness; willingness to work outside standard hours, including weekends.
• Capability to report insights back to internal teams to inform product, experience, and content creation strategies.
• High level of organization, meticulous attention to detail, and a positive attitude.
• Exceptional writing skills.
• Excellent problem-solving ability.
• Proficiency in Microsoft applications, including PowerPoint, Word, and Excel.

Nice-to-Have Qualifications

• Customer Service experience.
• Customer-obsessed mindset.
• Interest in beauty, fashion, and/or lifestyle brands.