Social Media Coordinator

Responsibilities

• Serve as a Digital Beauty Advisor across social media platforms by engaging with consumers and followers in a timely and thoughtful manner across TikTok, Instagram, Facebook, and Twitter/X.
• Support digital customer care channels by responding to consumer questions, comments, reviews, and product-related inquiries.
• Provide personalized, brand-aligned responses that clearly address consumer needs and enhance the overall customer experience.
• Monitor social conversations, identify emerging trends, and provide recommendations based on consumer feedback and online engagement.
• Escalate critical customer complaints and sensitive issues to internal Brand and Customer Care teams for resolution.
• Follow established brand guidelines, FAQs, and communication strategies for product launches and key social moments.
• Attend brand trainings, care meetings, and work sessions to stay current on social media strategies and best practices.
• Track and maintain social media performance metrics, including response rates, response times, customer satisfaction, and sentiment scores.
• Utilize social media management tools such as Sprinklr to monitor engagement, track KPIs, and manage consumer interactions.
• Document product feedback and issues in CRM systems to support product improvement initiatives.
• Maintain accurate customer records and ensure data integrity across required systems.
• Identify opportunities to improve customer care processes, policies, and overall consumer experience.

Qualifications

• 1+ years of experience in community management, social media engagement, digital customer care, customer service, or consumer communications.
• Experience managing consumer interactions across TikTok, Instagram, Facebook, and Twitter/X.
• Strong written communication skills with the ability to create clear, professional, and personalized customer responses.
• Experience with social media monitoring tools, CRM platforms, or customer engagement technology.
• Familiarity with Sprinklr or similar platforms (Sprout Social, Khoros, Hootsuite, Brandwatch, etc.) preferred.
• Strong understanding of social media trends, digital communities, and consumer behavior.
• Ability to analyze consumer feedback and translate insights into actionable recommendations.
• Experience supporting beauty, cosmetics, skincare, retail, fashion, luxury, or CPG brands is a plus.
• Strong attention to detail with the ability to manage multiple conversations and priorities in a fast-paced environment.