Consumer Engagement Manager

Job DescriptionConsumer Engagement Manager (Maternity Contract)RemoteSalary £25,950

As Consumer Engagement Manager you lead the team reporting into the CRM & Customer Experience Manger. You’ll shape the future of our how we engage, support and educate.   Your team are our voice across all digital touchpoints. This is frontline role responsible for directly engaging with our fans and consumers across live chat, digital communities, socials, online reviews, messaging and more.   You’ll be brand advocate, problem solver, and relationship builder - delivering exceptional support while driving brand love, community and skin health confidence.   Drawing on your skills and experience as a professionally trained skin therapist to understand the needs of individuals to present them with the best possible recommendations, solutions and education.

Job Requirements

• Minimum NVQ level 2 in beauty therapy
• At least 1 year qualified within the beauty industry
• Have flexibility in working hours to ensure live chat is always covered
• You’re digitally savvy and always up to date with social trends and internet culture.
• You’re empathetic, quick-thinking, and solutions-focused, with a knack for turning a frustrated customer into a brand fan.
• Is personable and gels well with a team
• Has confidence and leads with a proactive attitude
• Is target driven
• Passionate about helping others to achieve their skin goals
• Prior experience with live chat (preferred but not essential)

Job ResponsibilitiesPrimary accountability for:Live Chat ~50%   Responding to real-time enquiries across multiple platforms - offering product and ingredient education, troubleshooting, selling and supporting. KPIs including but not limited to: 

• Number of conversations
• Response and resolution times
• Engagement sentiment
• Sales conversions and AOVStrategic and team leadership ~20%   Leading consumer engagement strategies in partnership with the CRM and Customer Experience Manager, developing your direct reports   Secondary accountability for:Consumer engagement projects ~30%

• Social Media Engagement:  Support our Brand and Digital Marketing teams by responding to comments, messages, and mentions across platforms to drive engagement and brand sentiment
• Online Review Responses:  Monitor and respond to reviews across key sites (e.g. DTC, Trustpilot, Google), addressing concerns, thanking reviewers, and sharing insights to the business
• Community Engagement Projects:  New and exciting projects including participating in conversations on forums like Reddit, Facebook groups, and other online communities
• Consumer Feedback Loop:  Gather insights from conversations and flag trends, opportunities, or product concerns to internal teams

Job Benefits

• Private Health Care with Vitality and Medicash
• Life insurance with Legal and General which includes – Virtual GP with Health365, wellbeing and counselling and Financial Protection. 
• A 5% pension contribution from the company as well as access to a pension’s advisor.
• Your Birthday off work!
• 5 paid sick days per year
• £70 monthly product allocation
• Access to new product innovation before they hit the shelves so that you can experience the products first-hand