THG is a fast-moving, global technology business that specialises in taking brands direct to consumers . Our world-class proprietary tech and infrastructure powers our extensive portfolio of beauty, nutrition and lifestyle brands and is now helping drive exponential growth of our clients' brands globally.

We're powered by a global team of over 7,000 ambitious people around the world. Our culture is fast-paced and entrepreneurial, it's this DNA that has supported our incredible growth.

We're always looking for individuals that can bring fresh and innovative thinking to THG, and play a part in driving the group forward on its exciting journey. So, if you're ready to take the next big step in your career, challenge yourself every day and evolve with the world around you, THG is ready for you.

Role: Online Beauty Esthetician - Dermstore

Dermstore was created in 1999 by a dermatologist who wanted to better serve his patients with easier access to the treatments their skin needed. We offer professional-strength formulas from top skin care brands, hard-to-find spa care and natural beauty brands, professional hair care and makeup products, and specialty brands from around the world.

Our mission is to be the leading digital partner for professional skincare brands. We place our customers, colleagues & community front and center of everything we do. To enable us to do this we have offices across the US filled with passionate beauty fanatics who are committed to delivering rapid growth in this exciting industry.

The aim of this role is to mimic the welcoming experience that a customer may get when walking into a department store, providing top tier product knowledge and customer experience while hitting sales goals. Reporting to the VP of Ecommerce.

To enhance the customer's experience, a person in this role must create a bridge between customer and website. Someone that makes the customer feel welcome while also educating the customer about the products on sale through their extensive knowledge of beauty products. This will be done through a combination of outbound calling (cold customer calling and warm leads), scheduled customer video consultations, SMS/chat conversations, and dealing with customer service issues. The main KPI of this role will be the sales revenue you generate through customer orders, aiming to make every one of your interactions a personal and seamless experience through to purchase. You will be expected to educate our customers on beauty products, provide advice, and provide information that they may not have realized they needed.

Responsibilities:

• Video consultations with customers
• Chat conversations with customers (both SMS texting and live chat)
• Outbound sales calls to customers
• Placing orders on behalf of clients
• Cultivating customer relationships, targeting repeat orders and basket building
• Utilize digital internal tools and social media to connect with customers, and follow up as needed
• Dealing with customer service issues as they arise
• Regular reporting on phone sales revenues and KPIs
• Meeting monthly/quarterly targets set by the VP of Ecommerce

KPI's:

• Phone/Video/Chat sales revenue generated
• Phone/Video/Chat sales conversion generated
• Phone/Video/Chat AOV conversion generated
• Gross Profit on sales generated
• Brands and products per order generated
• Customer Satisfaction score
• Customer response time for customer service issues

Qualifications:

• Extensive technical knowledge of beauty products, deep product knowledge (i.e. ingredients and skin concerns)
• Customer service experience
• Charismatic, self-motivated salesperson with a deep passion and knowledgeable about beauty
• Professional esthetician or beautician training/qualifications preferred
• Cold calling/sales experience preferred

Benefits:

• Remote work schedule
• Office Location: At Home, preferably working PST or MST hours
• Medical, Dental, Vision plans
• 401K matched up to 5%
• Generous PTO (Paid Time Off)
• Short and long-term disability
• Summer Fridays (early end time)
• Exclusive employee discounts on THG Brands
• Many more...

Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavour to respond to every application we receive within 14 days. If you haven't heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG please contact one of our Talent team to discuss further.

THG is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community.