Consumer Care Executive

Job Title: Consumer Care Executive

Reporting to: Senior Consumer Care Manager 

Location: London

Unilever Prestige is a division of Unilever that focuses on the production and marketing of prestige beauty products. Our segment specifically caters to the premium and luxury beauty market, offering a range of high-quality and innovative products. Unilever Prestige encompasses a portfolio of purposeful, well-established, and emerging brands in the premium beauty industry.

Unilever Prestige in the UK Hub addresses the growing demand for luxury beauty and personal care products through Murad, Living Proof, Tatcha and Kate Somerville. The UK market is known for its discerning consumers who seek premium and luxury items, and Unilever Prestige meets these expectations with a diverse portfolio of luxurious brands and products. Within the UK we operate a Prestige Hub.

We are: Murad Skincare, Living Proof Haircare, TATCHA Skincare and Kate Somerville Skincare.

Main Responsibilities 

• Act as the voice of the hub brands, spending your days on the front lines servicing our consumers, corresponding with consumers via phone calls, emails and Live Chat.
• Be a true face of the brand, showing your passion for the products and the brand vision
• Ensure consumers are given correct and timely information for all query types – orders, delivery and stock availability queries and product recommendation and advice
• Speaking with our third party logistics providers to organise safe and fast delivery of consumers parcels 
• Working on multi brands (Kate Somerville, Murad, Living Proof and Tatcha) and taking ownership of the key deliverables for these brand. 
• Ability to flex between all brands to ensure peaks are managed and performance of the group is maintained
• Manage workflow of consumer queries daily to ensure they are within SLAs – working within individual performance KPIs and ensuring, both at and individual brand level and group level, that responses are given within SLA.
• Look for process improvements and feed back to the team to drive system and process optimization
• Working closely with our IT, E-Commerce, Supply Chain, Marketing, Social Media and PR teams to ensure consistent delivery to our consumers
• Daily report tracking consumer engagement
• Tracking of quality issues and adverse reactions to feed back into the wider business
• Working in a team to achieve daily ticket targets of 45 updates.
• Impeccable and demonstrable literacy skills: showing the ability to communicate clearly & effectively with consumers, adhering to brand tone of voice at all times
• Ability to manage multiple tasks and customers seamlessly and accurately
• Can-do attitude, flexibility and creativity, ability to work under pressure to tight timeframes
• A deep, continuously demonstrated commitment to delivering and maintaining high standards in your own work and in the wider work our business does for its customers
• Industry knowledge and experience: in one or more of the following sectors: consumer goods; grocery, beauty or general merchandise retail; ecommerce; digital marketing
• You are not afraid to roll up your sleeves, are keen to broaden your operations skillset and gain experience in a smaller, entrepreneurial, complex and constantly evolving business with massive growth potential.
• As well as being a whizz on systems and Zendesk, you should have a passion for beauty and wellness and identify with each of our brand’s philosophies.

Qualifications & Requirements:

• Future-Fit Skills: Creativity, Consumer Experience, Problem Solving
• Winning Behaviours: 
  • Care Deeply
  • Focus on What Counts
  • Stay Three Steps Ahead
  • Deliver with Excellence
• Basic knowledge of Microsoft Office Tools– Excel, Word, PowerPoint, etc.

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As an equal opportunities’ employer, Unilever Prestige Hub Brands: REN/Murad/Kate Somerville/Living Proof/Tatcha is committed to the equal treatment of all current and prospective employees regardless of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse workforce because, in our view, diversity enables better business outcomes. We also believe that a more inclusive workplace, where people of different backgrounds work together, ensures better outcomes for all staff. From application to interview, we place inclusion at the heart of all we do. In particular, we strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join Unilever Prestige Hub Brands/REN/Tatcha/Murad/Kate Somerville/Living Proof.