Consumer Affairs Representative, Technical Services & Technology Solutions

Job Details

Contract Type:
Unlimited / Full-Time

Country / City:
United States / Stamford, CT

Company:
Beiersdorf

Job Function:
Marketing / Market Research

Your Tasks

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.

Your Profile

* 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

Additional information

ADDITIONAL INFORMATION:

At Beiersdorf, we value diversity and aim to provide equal opportunities to all of our applicants - regardless of e.g. gender, sexual identity, nationality, ethnicity, religion or ideology, disability or age. We would therefore ask you to include only information and data in your documents which are relevant for the assessment of your application (e.g. curriculum vitae with relevant references and certificates).

For…