As Consumer Engagement Specialist you 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.
Primary accountability for:
Live Chat ~70%
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 AOV
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