About The Role

Serve as a Digital Beauty Advisor across all social platforms by reactively engaging with fans and followers on a timely manner (TikTok, Facebook, Instagram, Twitter)
Support le Care public channels (social, R&R, Q&A) by providing insight, strategy recommendations and engagement as needed
Attend brand and Care trainings, work sessions and meetings to stay up to date with social strategies and best practices
Follow Brand and Care provided social FAQ documents for launches and key social moments
Able to compose custom responses that clearly address the issue in a way that is understandable by the consumer
Recognizes and recommends new ways to influence consumers in their purchase decision
Alert critical customer complaints to internal Care and Brand teams and assist with problem solving
Provide social content and engagement recommendations based on consumer feedback and trends
Stay up to date on new social media platforms, tools and best practices
Live in the social ecosystem, stay on top of emerging trends in the landscape

Maintain 100% Reply Rate and established Response Time goals across social channels
Maintain consumer satisfaction and sentiment scores as established by the group
Monitor personal social KPI’s using Sprinklr
Offers schedule flexibility to support the needs of the business which included weekends
Meets established quality standards in all contacts across all channels
Responsible for recognizing opportunities for improvement in our policies or processes and leading the initiative to reduce disruptions in service or detract from customer satisfaction.
Documents product issues in a way that the information can be used for product improvement or development
Accurately enters required information in the CRM and surveys to ensure data integrity

Bachelor’s Degree • 1-2 years’ social media engagement experience • Customer Service experience desired • Customer obsessed mindset • Knowledge and experience with major social media platforms required • Able to work in a fast-paced, dynamic environment, both independently and as part of a cross-functional team • Must have a sense of urgency with a high degree of flexibility, adaptability, resourcefulness, and responsiveness; willingness to work outside standard hours which includes weekends • Report back to internal team to funnel insights into product / experience / content creation strategy • High level of organization, attention to detail and positive attitude • Interest in beauty, fashion and/or lifestyle brands • Exceptional writing skills • Excellent problem-solving ability • Proficient in Microsoft applications including PowerPoint, Word and Excel.