Community Coordinator (Email)

Ffern is looking for a Community Coordinator, Email Support - to join the 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. 

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

This is a full-time role requiring occasional weekend work, with the equivalent number of weekdays off. 

Key Responsibilities 💼

• Customer Experience: Reply to emails, reach out to customers, explain what makes Ffern so special, and help solve customer problems.
• 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.
• Phone Calls: Be on hand to speak with our ledger members over the phone to help resolve their enquiries, and/or to conduct research on member behaviour.

Requirements

• 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 is preferable.

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

Benefits

• 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.