Online Beauty Advisor

Online Beauty Advisor
Key Skills & Experience:
Online Customer Service
Luxury Retail
Beauty Experience (Advantageous)
Online Beauty Advisor
We are looking for a highly professional, customer-centric, Customer Service Executive to join our expanding E-commerce Team.
If you are looking to challenge yourself in a fast paced, Luxury Beauty environment, where the customer experience is at the fore, then this is the job for you.
As a Customer Service Executive, you will be responsible for cultivating and enhancing the Customer Journey across multiple touch points. Your role will play a key role in creating a complete 360 Digital Experience, ensuring the customer has an exceptional experience for the duration of their online journey, as well being a pivotal point of contact both with the customers and the wider Digital and Marketing teams.
The role is varied and will require excellent communication skills, the ability to remain professional at all times, and developing and enhancing strong relationships with our customers. You will be responsible for liaising with the Training, Marketing, and Digital Team to enhance and cultivate the Masterclass experience, both for our online and offline databases.
You will be accountable for implementing best practices and sharing key insights on performance from Bambuser, concerning sign-ups, feedback, and sales performance as well as moderating classes to provide assistance where necessary.
Jointly responsible with the CRM Digital Marketing Executive to implement lead generation campaigns linked to Paid Social Campaigns to drive acquisition targets.
Online Beauty Advisor
A key responsibility will be to ensure that the customer experience is optimised, liaising with the Digital, Marketing and Trading Teams to provide an exceptional experience across all digital touchpoints.
Setting up Masterclass within Bambuser, liaising with the Training Team on Content and product placements assistance during Classes, as well as moderating classes to provide assistance
Reporting and presenting Masterclass Performance to the wider team, highlighting areas of success and areas of opportunity to drive revenue and conversion
Liaising with Marketing and Digital Team on product launches to create a bespoke Masterclass experience and providing aftercare support to maximise sales opportunities
Liaising with the relevant stakeholders to propose Masterclass themes, that sit within 360 activations for sign off with Department Leads
Providing Exceptional Service to VIP Clients; Owning the VIP Concierge Service, building and maintaining relationships
Liaising with the Digital CRN Marketing Executive to identify VIP Clients and create tailored content and incentives to encourage repeat purchases
Create reports to highlight and evaluate performance of VIP events, detailing success and opportunities to further maximise sales
Drive trading opportunities through a physical experience for 3rd Party Retailers
Liaising with the CRM Digital Marketing Executive and Trading Manager to identify Trading opportunities for the RFM Segments
Providing Support to the Customer Service Executive during peak trading periods
Offering beauty consultations for product recommendations or queries, through multiple channels (1:2:1 Consultations)
Responding to customer calls in an efficient and professional manner
Responding to Email queries
Resolving conflict and de-escalating complaints
Monitoring and responding to social media posts, comments and direct messages
Monitoring and responding to live chat queries and concerns
Investigating, and problem solving
Liaising with our warehouse provider to resolve order queries
Placing replacement orders through internal system
Sending out samples and complimentary gifts to customers
Assisting customers with online queries, processing orders or applying promotional codes
Providing support and feedback to the wider Digital team to ensure the customer experience is elevated at all times

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