Associate Manager, Guest Services Social Media

Overview

Discover the possibilities of our progressive, omnichannel approach to beauty retail. At Ulta Beauty, our E-commerce associates sit at the cutting edge of our efforts to reimagine the future of retail. Through a full suite of new and emerging technologies, this team is creating an enhanced buying experience for guests who crave simplicity, choice, personal insights and the joy of discovery. With greater interactivity. Inspired applications of big data, AI and UI/UX. And creative that persuades and delights. All of this, with the opportunity to experience smart ideas come to life.

At Ulta Beauty, we’re forever imagining. Forever striving. Forever investing in next-gen—with deep and rich opportunities for ongoing learning, growth and advancement. We encourage you to take control of your career and set your own ceiling. For curious and big-picture thinkers who can flex to the need and who want to stretch themselves through courage and conviction, Ulta Beauty provides an environment perfectly suited to your ambitions. Let’s build brilliant together.

THE IMPACT YOU CAN HAVE:

The Guest Services Social Media Associate Manager leads a team to deliver exceptional service across social platforms, online reviews, and Ulta Beauty Community. This role ensures timely, brand-aligned responses, escalates key issues, and drives guest loyalty. Responsible for team operations—including hiring, training, scheduling, and performance—the Associate Manager uses customer insights to optimize service, support brand campaigns, and prepare proactive response plans for high-impact or crisis situations. Collaboration across departments and a focus on continuous improvement are key to success in this role.

CORE JOB RESPONSIBILITIES:

• Lead, coach, and develop the Guest Services Social Media team to achieve service level, productivity, and satisfaction goals while ensuring responses align with Ulta Beauty’s brand voice.
• Forecast and schedule staffing for a 24x7 social media operation, including vendor resources to ensure coverage during events, outages, and absenteeism.
• Develop and manage proactive and reactive response plans for product launches, promotions, and social topics in close collaboration with Marketing, PR, Legal, and others.
• Establish and maintain escalation protocols with key departments (e.g., Loyalty, Digital, Store Ops, PR, Influencer/Brand teams) to resolve guest issues quickly.
• Train new hires and provide ongoing education on tools, procedures, and updates.
• Conduct regular coaching and quality reviews to ensure consistency and excellence in guest interactions.
• Oversee social media support tools and vendor relationships, managing enhancements, issues, and performance reviews.
• Manage moderation for the Ulta Beauty Community platform.
• Deliver daily sentiment analysis and guest insights, including Voice of Customer verbatims, and lead monthly operational reviews.
  
  

ADDITIONAL RESPONSIBILITIES:

• Ensure strong team performance through effective leadership, planning, training, and recognition.
• Implement and enforce operational policies and ensure compliance across internal and vendor teams.
• Maintain deep knowledge of company systems, policies, and processes.
• Own and update the social media knowledge base, response library, and SOPs.
• Serve as liaison for unresolved or escalated guest issues.
• Participate in weekly reviews to report on performance, trends, and prepare for upcoming events.
  
  

THE ESSENTIALS FOR SUCCESS:

• 5+ years of experience in contact centers or customer care with at least 2 years in a supervisory capacity; Social Media responsibilities preferred
• 4-year degree in a related field preferred or equivalent experience
• Must have experience maintaining and developing operational statistics and reporting results; strong analytical skills
• Strong verbal and written communication skills with ability to influence at various levels of the organization.
• Strong organizational, problem-solving, and time management skills, with the ability to prioritize work and meet deadlines.
• Strong sense of ownership with ability to implement change and innovation.
• Proven ability to work effectively in a team environment as well as independently with minimal supervision
• Desire to be part of an entrepreneurial, high-energy, and fun culture
• Advanced knowledge of MS Word, MS Excel, MS PowerPoint and Outlook
• Proficiency with social media applications such as, but not limited, to Sprinklr, and the ability to learn a variety of software programs.
• Willing to address social media crisis after-hours, on weekends, and on holidays.
  
  

WORKING CONDITIONS

Professional, fast-paced, collaborative team atmosphere

Travel expectations

24x7x365 operation may require on-premises or remote work on the weekends, evenings, and holidays

The position is located at our headquarters in Bolingbrook, IL

The pay range for this position is $66,200.00 - $100,000.00 / Year with the opportunity for eligible associates to earn additional compensation pursuant to the Company’s bonus plan. Exact pay will be based on factors including, but not limited to relevant education, qualifications, certifications, experience, level, shift, geographic location, and business and organizational needs. Full-time positions are eligible for paid time off, health, dental, vision, life and disability benefits. Part-time positions are eligible for dental, vision, life, and disability benefits. For additional information concerning our benefits, visit our Benefits and Career Development page: https://learn.bswift.com/ulta

About

At Ulta Beauty (NASDAQ: ULTA), the possibilities are beautiful. Ulta Beauty is the largest North American beauty retailer and the premier beauty destination for cosmetics, fragrance, skin care products, hair care products and salon services. We bring possibilities to life through the power of beauty each and every day in our stores and online with more than 25,000 products from approximately 500 well-established and emerging beauty brands across all categories and price points, including Ulta Beauty’s own private label. Ulta Beauty also offers a full-service salon in every store featuring—hair, skin, brow, and make-up services.

We will consider for employment all qualified applicants, including those with arrest records, conviction records, or other criminal histories, in a manner consistent with the requirements of any applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York City Fair Chance Act.