Customer Care Operations & Social Community Coordinator

Customer Care Operations & Social Community Coordinator

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About Charlotte Tilbury Beauty

Founded 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 r 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.

As 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.

• Reply & engage with our members on our Social Media channels including Facebook pages, Instagram, You Tube, and Tik Tok
• Work 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 development
• Meet KPIs such as average response time and daily performance target metrics
• Coordinate with the social media and marketing to ensure tone of voice and brand consistency across community communications
• Work cross‑functionally with other departments including Product Marketing, Education and Sales to stay up to date on new product releases and features
• Build relationships with customers, potential customers and industry professionals
• Stay updated with digital technology, social media trends and world news
• Advocate for our members by tracking trends and feedback, backed by data, to present to relevant teams to continually improve our customer experience
• Exercise discretion when encountering urgent or escalated issues and reporting as appropriate
• Keep an ear to the ground, think of new and engaging ways to promote CT and our genius products
• Ensure all inquiries are resolved effectively and in a timely manner
• Provide product information and offer order assistance to help the ecommerce department achieve sales goals
• Work toward daily individual and team goals
• Support the wider Customer Care team daily with adhoc tasks
• Process returns stock, issuing appropriate refund/credit note and notifying the customer within 48 hours of receipt of goods
• Serve as the brand's "front lines" for any product or brand related issues, escalating as appropriate to help mitigate any potential wider service issues
• Liaise directly with our warehouse to resolve any web order delivery questions
• Support Customer Care in peak times to communicate with customers courteously and efficiently via email and Live Chat

• Minimum 2 years of experience in a similar role
• Past work experience in a community role (ideally for an e‑commerce brand) 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…