Función del empleo: Sales & Business Development

Tipo de puesto: Permanent

Tipo de empleo: Full - Time

Localización: Miami, FL

País: United States

Job Title: Assistant Manager - Consumer Education/Product Knowledge, SkinCeuticals (Field-Based/Remote)

Division: SkinCeuticals

Reports To: Director of E-Services

Location: Field Based

 

THE COMPANY

In the Active Cosmetics Division, we make a difference to the lives of millions of consumers by improving the health and beauty of their skin, through every stage of life. Our brands (CeraVe, SkinCeuticals, La Roche Posay, Vichy and Dermablend) lead the way in skin care innovation, offering safe and effective products and services that deliver their promises. We invest heavily in research and development, and co-create our products with health professionals, scientists and the 90,000 dermatologists we serve around the world. We also design connected beauty experiences, harnessing intelligent technologies to empower people to take control of their skin health.

Our mission is to make a positive impact on people's lives. We are driven by human values of trust, respect and authenticity. Our teams work in a dynamic, supportive environment and work on meaningful projects that are changing the future of medical beauty.  If you want to lead in innovation, technology and research, and you care about collaborating with passionate colleagues, serving communities and acting for the planet, please join us!

 

Summary: This role is designed to support our PRO TALK pillar and align to the vision of the Director of Digital Education – E-Services' strategy. Manage the execution of PRO Chat services, a live chat platform that digitally connects SkinCeuticals consumers to answer product related inquiries and build regimens. PRO Chat agents must be confident communicating professional skin care and product advice virtually with consumers. Must be able to provide a virtual consultation via text and give succinct product recommendations and advisement that leads to increased brand awareness, advocacy, and revenue. A proven track record and experience in sales and aesthetics is a must to achieve brand goals.

 

PRO CHAT: Work cohesively with Director to ensure the success of PRO Chat and upscale consumer experience

  • PRO chat agent role is designed to increase brand awareness, increase basket size and gain consumer loyalty
  • Timely connect with consumers through written communication, assess skin concerns and ascertain goals to build an ideal skincare regimen
  • Ensure all connected consumers are aware of new product launches and promotions
  • Display upbeat and positive attitude throughout all consumer communications
  • Drive the conversation to make sure questions are resolved quickly
  • Be proficient in brand language as to organically engage with consumers
  • Ability to use/recall scripts when replying to sensitive subject matter (I.e. sourcing, animal testing, ingredient claims, etc)
  • Provide responses that are correct, concise and engaging
  • Provide feedback and report initial trends in inquiries to Director
  • Ensure all responses are within brand guidelines
  • Meet and exceed CSAT survey goal of 80% or above
  • Complete ongoing monthly education modules and training as requested by Director
 

PRO 1:1: Work cohesively with Director to ensure a best-in-class consumer experience during 1:1 video consultations.

  • PRO 1:1 role is to provide 1:1 product consultations live via video connection to increase brand awareness, increase basket size and gain consumer loyalty
  • Perform live 1:1 video consultations with SkinCeuticals consumers via a web-based platform
  • Confidently and professionally make personalized skincare recommendations based on their skincare needs.
  • Incorporate new product recommendations into a regimen combining their current products for a complete AM and PM regimen.
  • Discuss each product suggestion explaining the science behind and benefits of using that particular product, showing great care as to why those products are ideal for the consumer.
  • Demonstrate each product, showing application and discussing how this would fit into their current regimen
  • Educate consumers on the science, discuss ingredients & showcase what sets SkinCeuticals apart in accordance with brand guidelines
  • Send a follow-up to consumer immediately post consultation recapping the suggestions and provide customized regimen card
  • Ensure all connected consumers are aware of new product launches and promotions
  • Provide feedback and report initial trends in inquiries to Director
  • Maintain company expectations related to basket size
   

ADDITIONAL RESPONSIBILITIES:

  • May provide support for other SkinCeuticals’ initiatives such as moderation for PRO Live events, Instagram Lives and Masterclasses
  • Additional support as requested by Director

 

 

EXPERIENCE / ABILITIES REQUIRED:

 

  • Must be licensed esthetician (license must be active)
  • Proven track record of sales in aesthetics or retail skincare
  • Must display excellent written and verbal communication skills
  • Minimum 1-3 years hands-on aesthetic experience and/or luxe retail experience
  • Undergraduate degree a plus but not required
  • Bi-lingual (Fluent in Spanish is an added benefit but not necessarily a requirement)
  • Must have a private quiet space in home appropriate for video consultations. Background banners will be provided.
  • Must be able to track with and carry two written conversations at the same time
  • Must be able to accurately type 40+ WPM
  • Must be able to travel to training sessions, sales meetings or as business dictates
  • Ability to work independently
  • Computer proficiency in Microsoft suite a plus
  • Valid US driver’s license

 

 

We are an Equal Opportunity Employer and take pride in a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.
 

#DDIR 


If you require a reasonable accommodation to complete an application for a recognized disability under applicable law, please mail [email protected]. Please note this email will only respond to specific requests for assistance completing the application as a request for accommodation for a disability. All others will not be considered.



We are an Equal Opportunity Employer and take pride in a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.

If you require a reasonable accommodation to complete an application for a recognized disability under applicable law, please email [email protected]. Please note this email will only respond to specific requests for assistance completing the application as a request for accommodation for a disability. All others will not be considered.

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