Community Experience Associate

Overview

The Business of Fashion is excited to be growing our Community Experience Team. We're searching for a highly motivated and organised Community Experience Associate to join us on a full-time basis to ensure that our customer service consistently meets and exceeds expectations.

Our Community Experience Associate will become the first point of contact for all inbound email requests from the global BoF Community encompassing all BoF products and will play a key role in upholding our brand standards. This is an exceptional opportunity to become part of an innovative, scale-up company, on an exciting journey to further engage our loyal and passionate global community.

Who Are We?

The Business of Fashion is recognised around the world for its authoritative, analytical point of view on the global fashion and beauty industries. Our mission: to open, inform and connect the global fashion and beauty industries.

Serving members in more than 125 countries, The Business of Fashion combines independent, agenda-setting journalism with practical business advice, online learning, career-building tools and immersive events, powering positive change in fashion and the wider world.

Over time, our pioneering approach has made BoF the fashion industry’s leading source of business intelligence, and one of its most respected and influential voices, simply because you won’t find BoF’s original reporting, analysis and advice anywhere else. The Business of Beauty brings the same kind of agenda-setting coverage to the beauty and wellness space. Today, our talented team of correspondents, editors, analysts, engineers, designers, marketers and more numbers more than 100 people in London, New York, Paris and Milan.

Commitment to Diversity

BoF is committed to building a diverse workforce and we are proud to be an Equal Opportunities employer. All applicants and employees receive equal treatment regardless of race, nationality, ethnic or national origin, religion or belief, sex or sexual orientation, gender, age, disability, marital or civil partner status, pregnancy or maternity.

Commitment to Inclusivity

BoF is committed to building an inclusive environment where everyone can bring their authentic selves to work and reach their full potential within their roles using a growth mindset. We are committed to creating an inclusive culture for our employees globally.

Commitment to Accessibility

BoF is committed to providing an accessible environment for all applicants throughout any stage of the recruitment process, by removing any barriers to ensure we offer a process that gives all of our applicants an opportunity to shine.

We will work with you to understand what adjustments you may need in the recruitment process to ensure you are able to perform at your best and we want to create a safe space to support this. Should you require any particular adjustment to be made, please let the Talent Specialist who is managing your application know when you are contacted for an interview, so we can consider how best we can support you with this. 

What We Need You To Do

• Provide a first point of contact service for inbound requests in line with BoF brand standards
• Ensure that cancellation requests are managed proactively and that we focus on retention where possible
• Liaise with every team in the business to ensure customer feedback is escalated as appropriate
• Provide stakeholder updates as necessary, ensuring the wider business is aware of emerging trends in feedback
• Review and improve communication templates based on customer feedback and product updates
• Ensure all administrative tasks are undertaken as per set procedures

Who You Are

• Passionate about customer relationship management with ambitions to develop your career in customer experience, ideally within a media brand or SaaS business
• Experience with customer service management platforms
• Ability to pick up new skills quickly, such as managing services across multiple channels
• A customer-focused attitude that puts customer experience at the heart of all you do
• Excellent judgement and client manner
• Top quality written and verbal communication skills
• Highly organised, with very strong attention to detail
• Curious, with an interest in continuous learning and development
• The ability to multitask and appropriately prioritise workload

You’ll Know You’re Successful When....

• You are comfortable replying to customer queries or know who to contact internally to get the answers you need
• You are able to successfully triage problems to the relevant teams to ensure customer experience problems are escalated and resolved
• You are working well with the existing community experience team, assisting our community through relentless customer focus and meeting our team goals