Digital Beauty Advisor - Social Media Engagement Specialist

Internal Title: Digital Beauty Advisor
Duration: one year minimum with opportunity to extend to full 2 year tenure
Capacity: Hybrid, training period is on site
Job Description:
• Serve as a Digital Beauty Advisor across all social platforms by reactively engaging with fans and followers on a timely manner
• 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

Responsiveness
• 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.

LE CARE TECHNOLOGY SUITE
• 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

Job Qualifications
• 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.