Community Coordinator

Ffern Ltd.; London; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading company in fragrances, Ffern Ltd., is seeking a full-time Community Coordinator to enhance customer engagement and service. This role will involve managing social media interactions, improving customer relations, and contributing to a dynamic team. The position promises growth opportunities and an enjoyable work environment in London.

Benefits

Private healthcare

25 days holiday + bank holidays

Ffern membership

Team outings and meals

Beautiful work environment

Qualifications

• Excellent written and verbal communication skills.
• Passion for brands and helping customers.
• Proficiency in a second European language preferred.

Responsibilities

• Engage with customers on social media platforms.
• Monitor and manage social media presence.
• Assist in identifying areas for improvement in customer service.
• Communicate with the wider Community team to meet KPIs.

Skills

Written and verbal communication

Customer service

Passion for brands

Proficiency in European language

Energy

Job description

Intro

Ffern is looking for a Community Coordinator to join the Ffern team. As a Community Coordinator, you will be responsible for engaging with our customers, becoming an expert in everything relating to Ffern fragrances & ledger memberships, and providing exceptional customer service.

Whilst there will be a strong emphasis on customer service, especially during our seasonal releases, there will be plenty of development/progression opportunities within customer experience more broadly.

This is a full-time role requiring alternate weekends to be worked, with the equivalent number of weekdays off.

Key Responsibilities

• Customer Experience: Reply to incoming messages and comments across social media platforms.
• Social Media Presence Monitoring: Manage comments and responses across social media channels including Instagram, Facebook, Meta Ads, TikTok, TikTok Ads/ Business, YouTube and other social media platforms that Ffern might be mentioned on. You will also be responsible for managing Ffern’s tagged posts and other social media interactions.
• Continuous Improvement: You'll have your ear to the ground, so will be in a great place to help us identify areas where we can improve. Organisation and reporting on key findings will be essential.
• Internal Communication: Assist in flagging and escalating any issues and communicating with the wider Community team to stay up to date with developments at Ffern and ensure we hit our Customer Service KPIs 24/7.

Your Profile

• Energy: Passion for brands, excitement about the Ffern project, and a dedication to helping make our customers happy.
• Writing skills: Excellent written and verbal communication skills with an ability to confidently use Ffern’s tone of voice.
• Target-driven: Thrives in a fast-paced environment.
• A Passion for Fragrance: We live and breathe fragrance at Ffern - so the more you know, the more you care, and the more you love it, the better!
• Proficiency in a second European language.

The Interview Process

1. Meet & Greet Call with a Talent Partner
2. Take Home Task
3. Hiring Manager Call
4. Studio visit: Meet and Greet the wider team, meet the Head of Community

What We Offer

• Competitive salary: Experience-dependent.
• Healthcare: Private healthcare is offered as standard.
• Holidays: 25 days holiday + bank holidays, growing by 1 day per year spent with us.
• Remote work: All full-time London studio roles are three days a week in the studio, with two days flexible (team lunch at a top Hackney eatery included if you come in on the flexible days).
• Ffern membership: All of our team are members of the Ffern ledger.
• Team dynamic: A fun, laid-back, and sociable team with regular meals, breakfasts, drinks, and outings.
• Beautiful work environment: We work from a pair of light-filled studio spaces near Columbia road with state-of-the-art kit, MacBooks as standard, and breakout spaces.

N.B. Ffern is growing fast, with a plethora of exciting projects on the horizon. This means our roles are somewhat flexible. If you don't tick every box, but feel passionate about what you could bring to the table, please do apply.