Do you have an obsession with hotels? Are you a beauty aficionado? If you answered yes, then come play in the wonderful world of VANITY GROUP.

With a focus on innovating the hotel landscape with best-in-class partnerships, VANITY GROUP is dedicated to elevating hotel amenities from essential items to an experience that rivals even the sweetest suite. Now one of the world’s most influential hospitality partners, clients include Sofitel Hotels & Resorts, Shangri-La The Shard, IHG, Bob W, The Goring, Park Lane New York, and many more.

For this role, you’ll be explosion of colour in a world full of same old. You seize opportunities, move quickly, and know how to have fun along the way.

VANITY GROUP’s house of beauty will see you working with the most sought-after fashion, beauty, skincare, fine fragrance, lifestyle and spa brands to create unforgettable experiences. Innovation will be part of your DNA as you deliver first of its kind concepts with lashings of VANITY GROUP’s playful flair.

Ready to join the VANITY GROUP beauty parade? We can’t wait to meet you.

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WHO'S VANITY GROUP?

We are a creative hub of innovative design, development, manufacturing, and marketing for the global hospitality industry.

We’re the seed from which progressive fashion, beauty, fragrance and lifestyle brands grow, representing the world’s most highly regarded global consumer retail brands including Jo Loves by Jo Malone CBE, Miller Harris Perfumer London, ESPA Skincare, Karl Lagerfeld, KEVIN.MURPHY, and Antipodes Nature to name a few.

Internationally renowned as the industry’s best-in-class cosmetics hospitality partner, VANITY GROUP has offices in London, Sydney, Dubai, Shanghai, and Singapore.

POSITION SUMMARY

Reporting to the Supply Chain Manager, the Customer Service Specialist will be responsible for the overall customer service for VANITY GROUP’s hotel clients.

This role will be focused on a successful end-to-end management program of all orders, queries and ensuring customers’ expectations are met.

RESPONSIBILITIES

CUSTOMER SUCCESS

• Working closely with the sales team, manage the customer success of all hotel clients in the UK/EU/Americas region
• UK/EU/Americas customer order entries, integration with 3PL providers
• Management of all 3PL relationships
• Responsible for handling all customer calls and email enquiries within agreed SLAs
• Responsible for placing all customer orders to 3PL warehouse through SAP and CSV files
• Responsible for managing returns process with clients and 3PL warehouse
• Providing quality and professional track and trace services to clients
• Resolving service issues, complaints and claims within agreed SLAs
• Assisting territory managers with adhoc orders ensuring that nothing is missed with processing or delivery
• Obtaining eta’s with out of stock items and provide regular updates to related inquiries about these eta’s.
• Assisting Finance team with order tracing and pod’s.
• Management of customs documentation ensuring quality and government regulation compliance for EU/US clients.
• Provide freight costs and delivery timelines to potential and existing clients and accurately track order status and shipments.

STAKEHOLDER MANAGEMENT

• Maintain a high level of professionalism and motivational spirit with stakeholders
• Working and collaborating with cross-functional teams to achieve outcomes and meet deadlines
• Manage upwards, articulating delays/roadblocks to senior management with a solution-focused approach

⭐ ABOUT YOU

• Bachelor’s degree or relevant tertiary qualifications
• Minimum 2 years’ experience in a customer service role
• Ability to build strong relationships with clients
• Demonstrable ERP system experience preferably SAP
• Experience with B2B operations
• Intermediate Excel skills
• Strong communication with external and internal stakeholders
• Accurate data entry skills
• Hands-on person with a can-do attitude
• Able to work autonomously with less supervision
• Ability to communicate any issues, discrepancies, or red flags that may arise
• Be well organised and structured on daily duties
• Able to prioritise and manage multiple deadlines simultaneously
• Be able to handle face paced working environment

VANITY GROUP PERKS

• Hybrid office/home workplace
• Daily stocked “BRAVO BAR” snacks and munchies, for sweet or sour lovers
• Twenty free personal care products per year
• Birthday Leave to celebrate your special day
• Discounts with partner hotels locally and internationally
• Recommend friend and family bonus scheme worth up to £500
• 20% discount off award winning hair salon partner PERCY & REED LONDON hair products. 15% off salon services & treatments (except blow dry appointments)
• 50% discount off skincare partner TEMPLESPA on wide selection of luxury skincare, spa & beauty products
• Welcome fragrance tapas and shot candle experience by JO LOVES including a personalized candle
• Generous discounts from additional partner skincare, haircare, and fragrance brands