Description
Maintain high quality consumer service in the U.S. through an external provider (Transcom) with supporting technical services/ tools
Identify consumer trends/ insights from analysis of consumer feedback data that impact success of our brands.
Execute & Optimize Global Consumer Interaction Strategy in U.S.
Collaborate with Global CIM team on best-in-class management and activation of consumer feedback in accordance with global/ local guidelines, regulations and SOPs.
Monitor and optimize performance of Transcom service in the U.S., in collaboration with Transcom U.S. Team Leader (tracking KPIs & initiating corrective action as needed).
Drive overall efficiency/ improvements by optimizing technical support systems/ tools and establishing standards/best practices in the MU (that can be shared globally for broader impact).
Maintain Tools & Systems Required in U.S.
Manage updates of Product Reference Manual and Product Locator tools with Emplifi in conjunction with Salesforce to address consumer questions.
Manage sample acquisition process with Hibbert.
Manage resolution of system issues with IT/ Jira tickets & E-Comm.
Track performance & progress by setting up reporting within the Salesforce Lightning Service Cloud, Microsoft Power BI dashboards and connected systems.
Manage systems vendor partners (Hibbert, Emplifi) including budget, contract renewals and PO creation/ approval.
Maintenance of Salesforce Product Hierarchy leveraging the SAP feed to ensure accuracy of U.S. data.
Identify Consumer Trends & Insights
Provide Management, Quality, Marketing and other stakeholders with relevant information and analyses about consumer feedback (complaints, issues, trends) to reduce risks and create opportunities.
Act as single point of contact for Consumer Care in the U.S. (for Global CIM and Transcom).
Manage processing of all incoming consumer mail (on rotating basis w/ Training role)
Review all incoming mail/ retrievals to Stamford HQ, prioritize for processing and route to relevant groups/ channels for resolution.
Ratings & Review (Eucerin and Coppertone) & ASK Channel
Review and respond to ratings and reviews and "Ask" questions across multiple platforms. (During Pinchme programs or high volume that occurs sometimes with reformulations time required will increase)
Ask Amazon responses.
Requirements
Bachelor’s Degree preferred (QM, Consumer Insights, Marketing/ Economics or related fields)
Computer skills (Windows, Office; SAP)
Minimum of 3-6 years of experience in roles within: Marketing/Consumer or Market Research or Digital & Media/E-Com and Quality Management
Experience in market research is beneficial
Experienced Salesforce Lightning Service Cloud and Microsoft Power BI user, ideally with experience in 2nd level support and trainings
Fluent in spoken and written English
Business acumen
Strong stakeholder management
Ownership mentality
Process improvement & continuous learning mindset
Ability to navigate complexity and ambiguity
Must have experience effectively collaborating and influencing others
Proven ability to with analyze and turn insights into action
Ability to seek impact not harmony, while challenging appropriately
Apply critical thinking and challenge the status quo
Strong interpersonal and communication skills, both written and verbal
Must be able to work independently in a fast paced, lean organization and be very organized and detail oriented
Ability to prioritize work
Experience establishing a new role and establishing new ways of working
