Community Manager (Beauty) [AQ-15591]

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 and evolves its offerings.

Responsibilities

• 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.

Requirements

• 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.

About Aquent Talent

Aquent Talent connects the best talent in marketing, creative, and design with the world’s biggest brands. Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium.

Client Description

Global beauty company specializing in cosmetics, skincare, haircare, and fragrance. Operates with a strong focus on innovation, sustainability, and diversity, offering workers opportunities to work with leading brands, cutting-edge research, and a fast-paced, dynamic environment. The company values creativity, entrepreneurship, and professional growth, making it an exciting place for those passionate about beauty, marketing, science, and digital transformation.