ジョブファンクション: セールス&ビジネスディベロップメント

雇用形態: フルタイム

所在地:

国/地域: United States

General Information
Job Title: Ecommerce Beauty Advisor (E-BA)
Function: Retail Excellence & Client Experience
Supervisor Title: Manager, Community Management ECOMM
Location: Remote


Job Summary:
The E-BA will achieve established goals, build brand awareness, create and maintain long term online relationships through follow up and attention to clients’ needs and inquires. This position utilizes outstanding customer service and organizational skills to ensure clients will experience superior standards of service.


Job Requirements:
- Professional and enthusiastic team player, with a demonstrated commitment to selling beauty and providing exceptional customer service
- A self-motivated individual with a passion for beauty, ambition to reach and exceed goals and dedicated to developing and maintaining long-term online brand relationships
- 2+ years Customer Service and Beauty experience required and call center environment a plus
- Excellent written, oral, and interpersonal communication skills. Someone who can speak to beauty trends and has mastered the art of story telling
- Ability to type swiftly without errors, using proper grammar and punctuation
- Digital Savvy – Proficient in operating work-related software and social media platforms. Knowledge of technology and virtual platforms
- Ability to remain calm and customer focused during challenging communications
- Work schedule flexibility – need to work shifts, weekends and holidays as necessary
- Flawless Grooming including wearing a L^ uniform and L^ makeup at all times in case of live stream consultations
- Flexible, detail oriented and able to multi-task with little or no direction
- Curious, dynamic, eager to learn and must attend all seasonal trainings LIVE or recorded, as well as complete all self – guided (LL.com) and systems trainings
- Agility to conduct multiple online conversations and able to switch from one conversation to another quickly and seamlessly


Essential Duties and Responsibilities:
- Drive sales and guide the client experience online by accompanying clients on their online shopping journey and brand experience to ensure it is above the imagined
- Increase AOV by introducing products to clients, live streaming products or utilizing social media tool kit
- Engage in LIVE CHAT communication with clients daily and evaluate inquiries to determine true client needs and provide guidance/solutions via multiple channels (Live Chat, Email, Phone, Social Media, 1:1 Virtual Consultations, Live Streaming. Etc)
- Respond and Resolve client questions/concerns on product and/or website issues for the brand in a professional manner, elevating issues when necessary
- Utilize Elite Rewards Database to reach out to clients and invite new clients to Lcom to join
- Build and maintain Client Book detailing client purchases and interests for follow up or for future target communication
- Create and send email blasts and text communication/notifications to clients for upcoming events, promotions, new product launches,etc as approved by Manager
- Track results – sales, conversion rate, new clients/new Elite Rewards registrations, repeat visits, virtual appts and send weekly recap to Manager, Community Management ECOMM
- Manage and recap Booking Calendar for virtual client appointments
- Partner with Manager, Community Management ECOMM on any resources needed to help achieve goals
- Contributes to building customer satisfaction, brand advocacy and loyalty
- Follow the client’s online journey from connecting with them to product consultation/recommendation, link/cross sell and close sale, place order, post-purchase order follow up and loyalty customer services
- Responsible for daily operational work including registering client information
 

Measured KPIs:
- Sales
- Conversion Rate
- Customer Satisfaction (NPS or CSAT)
- Customer Retention
- Average Response Rate
- Items per Transaction
- AOV
- Post Chat Survey Score – TBC?
Required Competencies:
1. Leads with Human Sensitivity – Demonstrates respect, develops others (i.e. explains strategic objectives and the meaning of projects; manages junior members as needed and coach mangers on virtual facilitation) and enriches team dynamics (i.e. motivates the team to work with diverse personalities and cultures)
2. Displays Sensitivity to Our “Métier” – Focuses on quality, continues to build personal knowledge of the beauty business and understanding of beauty
3. Demonstrates Entrepreneurship – Takes initiative (i.e. demonstrates resourcefulness), focuses on BA + client experience, improves programs (i.e. improves training platforms + processes to increase engagement and deepen the learnings) and develops a vision for future programs
4. Innovates – Shows curiosity, imagines creative solutions generating business value, promotes team creativity (i.e. participates in creative controversy using insightful questioning)
5. Achieves Results with Integrity – Conveys energy, focuses on results (i.e. accelerates multiple tasks to meet deadlines) and acts with integrity
6. Manages Complexity – Reasons from multiple perspectives (i.e. analyzes issues by combining listening, observation, reasoning and common sense) and makes decisions (i.e. finds solutions when facing dilemmas)
7. Interacts Effectively – Listens and communicates effectively (i.e. presents confidently and convinces others) and actively networks
Please note: This job description does not list all duties of the job. Employees may be asked by management to perform other duties. The employer has the right to revise this job description at any time.



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.