Community Experience Advisor

About the role

We are looking for a Community Experience Advisor to be the voice of a luxury skincare brand. Based in London, you will be the first point of contact for consumers across social media, paid channels, email and community platforms, turning each interaction into a trust‑building moment.

Key responsibilities

• Respond to customer comments, messages, reviews and enquiries on social, paid, email and community platforms.
• Provide tailored skincare advice, product recommendations and ingredient education.
• Build bespoke skincare routines and guide customers on product selection and usage.
• Foster positive community engagement that strengthens loyalty and brand advocacy.
• Identify and share customer feedback, trends and insights with the wider business.
• Ensure all communications are professional, accurate and on‑brand.
• Collaborate with the marketing team to elevate the customer experience.
• Contribute to continuous improvement of community engagement processes.

Required profile

• Proven experience in community engagement or customer‑facing communication.
• Excellent written communication skills with the ability to adapt tone while staying on‑brand.
• Deep knowledge of skincare, ingredients and the science behind them.
• Highly organised, able to juggle multiple conversations simultaneously.
• Proactive, self‑motivated and solutions‑focused with a strong sense of ownership.

Required skills