Community Manager (Beauty)

Partnering with Aquent, a globally recognized leader in the beauty industry, this organization is dedicated to enhancing lives through innovative products and experiences. At the forefront of shaping beauty trends and fostering a vibrant community around its beloved brands, this company offers an exciting opportunity to contribute to a dynamic and influential team.

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.

What You'll Do

• 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.

Required Skills & Experience

• 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. More information on our awesome benefits!

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We're about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.