Community Experience Manager

The Rodial Group was founded by London-based entrepreneur, speaker and best-selling author Maria Hatzistefanis in 1999. She has been creating bestselling skincare for over 25 years for skincare sister brands Rodial and Nip+Fab.

Rodial, with its hi-tech, innovative and iconic skincare and complexion products, is loved and used by customers and high-profile names around the world, while Nip + Fab's mission is simple: to provide customers with luxury, science-based skincare formulations at high-street prices and empower them with ingredient knowledge.

We are a female-led and founded independent group and live by our values. We champion each other and encourage ourselves and our customers to aim high through our products, events, engagements, publications and high-profile partnerships.

Today, both Rodial and Nip + Fab products are available worldwide in 30+ countries, in both prestigious luxury department stores and multiple high-street retailers and pharmacies.

The Opportunity

As our Community Experience Manager at Nip+Fab, you will lead the development and execution of our community engagement strategy, driving customer connection, loyalty, and lifetime value across all digital channels. You'll build and optimise processes, KPIs, and engagement journeys that bring the brand to life both pre and post purchase. With an initial focus on Meta platforms, you'll expand into new territories and integrate community initiatives with our CRM and loyalty programmes. Working closely with marketing, social, and influencer teams, you'll ensure authentic, on brand communication that reflects our customers' needs and supports DTC growth. This is a dynamic, hands on role for a strategic, data driven Community Manager who thrives on building meaningful consumer relationships and creating real impact within an agile, independent beauty brand.

Please note we work 4 days a week from our office in W11 and Fridays from home.

Key Responsibilities

• Full responsibility for all community interaction across social platforms and consumer consultation across both owned and influencer partnership channels.
• Actively sourcing and launching new channels of communication with the consumer, for example private Facebook group lives for invited consumers only.
• Establishing branded forums for advice and knowledge sharing and consumer outreach through social inbox messaging.
• Full responsibility for UK execution and relaunching US and Australia execution across community management.
• Supporting the Head of Marketing and Senior Organic Social Manager to establish a process and review of international distribution partners on organic social and community management, regulating and supporting them to achieve an on brand execution.
• Responsible for ongoing improvements and inconsistencies of brand presentation via community management, ongoing review of time efficiency and productivity of time allocation to meet both community needs and conversion needs of the DTC team in real time.
• Ensure consistent brand messaging across the marketing funnel in all aspects where organic social plays a role. Working closely with all marketing functions to do so.
• Reporting on performance and commercial objectives, whilst ensuring all activities meet targets and KPI's agreed with Head of Marketing.
• Be in constant review of potential consumer collaborations, building relationships with the community to ultimately find community members who can face brand campaigns and advertising campaigns in the future.
• Build credible and meaningful relationships with internal teams to be aligned in strategy with organic social, PR, paid media and the ecommerce/wholesale teams with impeccable communication of the brand influencer strategy.

To be successful in this role you will have the following:

• Experience in a proven start up/challenger brand environment of rapid growth, within beauty, in an equivalent role.
• Previous experience at this level, particularly in building community engagement strategies as a core pillar of growth.
• Excellent skincare knowledge and a personal interest in ingredients and their purpose.
• Charismatic relationship builder.
• Literacy skills; Able to demonstrate effective written communication.
• Numerical skills; Able to make practical use of relevant data to analyse efficiency and optimise ongoing output.
• Analytical skills for evaluating site analytics and customer data to report against business KPI's and provide invaluable insight to senior stakeholders to help shape ongoing marketing strategy and new market strategy.
• Shopify Plus and Klaviyo experience are highly desirable.