Customer Service Social Media Specialist

DR. MARTENS; London; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

Join Dr. Martens as a Customer Care Social Media Supervisor, where you'll lead a dedicated team to enhance customer experiences across social platforms. Emphasizing outstanding communication and leadership, this dynamic role allows you to drive operational success while fostering an inclusive culture. Enjoy hybrid working conditions, significant discounts on products, and a supportive environment committed to your growth.

Benefits

65% off all Docs

Private healthcare

2 paid volunteer days per year

Welcome to the family free pair of Docs

Dedicated culture team

Hybrid working (3 days in office, 2 days WFH)

Award-winning 'Buy As You Earn' share plan

Qualifications

• Strong track record in social media with understanding of platforms and trends.
• Self-motivation and ability to manage multiple tasks.

Responsibilities

• Oversee team delivering exceptional customer service on social media channels.
• Drive and track social media KPIs.
• Collaborate with marketing for campaign alignment.

Skills

Outstanding communication

Leadership skills

Expertise in social media

Passion for teamwork

Results-oriented

Tools

Sprinklr

Job description

Dr. Martens is a globally recognisable and culturally influential British brand, with over 60 years of rich heritage. As brand custodians, we are lucky to work for a dynamic, thriving, and ethical business, with people from diverse backgrounds, who bring their true selves to work, and where anyone can grow their career.

We are guided by three core values that are at the heart of everything we do: be yourself, act courageously, and show you care. They make us who we are and inspire us to push boundaries, embrace our individuality, and stand up for what's right.

THE GIG

As our Customer Care Social Media Supervisor, you will oversee and guide a team in delivering exceptional customer service across communication channels. You’ll be the driving force behind team success, ensuring smooth operations and fostering a high-performance culture. This role is a 12 month FTC.

• Lead and inspire a team in executing a robust social media communication strategy. Supporting management and community management to build inter-regional working.
• Being a Sprinklr expert and lead for the tool for customer care. Drive and track key social media KPIs to ensure the team’s goals are consistently achieved.
• Stay at the forefront of social media trends and best practices, guiding the team in leveraging new technologies.
• Facilitate training and development, offering constructive feedback to team members to improve performance.
• Collaborate with the Marketing department to ensure alignment on campaigns, SLAs, and initiatives.
• Work closely with the Global Community Manager to provide best-in-class social media customer experience for our customers, superfans, influencers and industry professionals.
• Oversee customer engagement on social media channels, suggesting content optimisation strategies. Provide reporting and social listening’s.
• Regularly report team progress, industry trends, and challenges to senior management.
• Take initiative in improving team processes, driving efficiency, and delivering innovative solutions.
• Monitor and support the resolution of customer queries, complaints, and delivery issues with professionalism.
• Maintain a high standard of product knowledge and be able to confidently advise customers.
• Step in to support traditional customer service channels during busy periods or as needed.

THE STUFF THAT SETS YOU APART

• Outstanding communication and leadership skills, with the ability to influence and motivate team members.
• Strong track record in social media, with deep understanding of platforms, trends, and best practices.
• Expertise in adapting tone and content to resonate with various audiences.
• A proactive mindset, full of energy, and a passion for teamwork and collaboration.
• Self-motivation and a results-oriented approach, with an ability to manage multiple tasks and projects.
• Ability to deliver solutions efficiently and thoroughly, always aiming for the best outcomes.
• As a supervisor in this team, you will be responsible for driving performance, mentoring others, and contributing to an environment where innovation and excellence thrive.

WHAT’S IN IT FOR YOU?

• Welcome to the family free pair of Docs
• Hybrid working, 3 days in office and 2 days WFH
• 65% off all Docs
• Award-winning ‘Buy As You Earn’ Dr. Martens share plan
• Private healthcare
• A dedicated culture team
• 2 paid volunteer days per year

Are you ready to fill your boots? Apply now.

#LI-FQ1 YOUR FUNDAMENTAL QUALITIES

It’s never just a job at Dr. Martens. It’s a way of life. We live and breathe our Fundamentals - INTEGRITY. PROFESSIONAL. PASSIONATE. TEAM PLAYERS. They define who we are and how we get the job done. We believe each role is as unique as the person who does it.