Duolab, an innovative start-up in the L'OCCITANE Group is recruiting for the UK market a Customer Experience Representative. 

What is Duolab? The Duolab system offers on-demand personalisation of freshly blended, preservative-free skincare solutions, both natural and results-driven. The patented innovation comprises a device, a range of capsules – including three moisturising bases and five targeted concentrates – and a skin diagnostic tool. Duolab's thermo-cosmetic technology warms the cream to the skin's natural temperature, thereby boosting its penetration and efficacy. Customers can either buy their capsules on the go or have a set delivered to their door monthly through a subscription. Office located in London, UK.

Duolab recruits and recognizes the diversity of all talents.

In her/his capacity as Customer Experience Representative, the Employee's main responsibilities are:

Customer Care: You oversee the Customer Service of Duolab: your main tasks are to manage the client requests (via calls & emails). Customer care/Customer service: you take the demands from the clients and are the ambassador of the brand for the UK market.

You can manage a retail operation: front-facing customer + backend/tools + commercial sense + CRM to increase loyalty. A retail experience is needed as there will be opportunities to face clients on pop-ups or retail activations. 

Online consultations: You are "the face of Duolab" and brand ambassador for the UK market. As such, you need to have the ability to run online consultations and live product demos. 

Customer communication management: you are the sparring partner of the Social Media team when it comes to the Duolab digital community. You also work with the CRM & Communication team on e-CRM and preparing the newsletters (product updates and brand information).

Learning & development: You will be responsible for training the trainers of our retail and online partners (B2B: Harrods store, QVC UK and Limelife UK). You are in charge of the training and internal communication to the L'Occitane (stores & online) retail teams.

Your Profile: 

- Product knowledge, you are a skincare/beauty expert with a sales experience

- Retail operations experience

- You have conducted product trainings and are able to create training material when needed

- Professional and patient 

- Excellent verbal & written communication skills

- Excellent presentation as you will be the face of Duolab

- English native

- Excel & PowerPoint

- Sales 

- Social media and digital experience