Consumer Affairs Representative, Communications & Training

Beiersdorf•Stamford, CT

64d

About The Position

Your Tasks Localize & Execute Global Training Agenda in U.S. Collaborate with Global CIM team on adaptation of best-in-class interaction guidelines/ communications with consumers (across platforms) in accordance with U.S. regulations. Augment Global training content with development/ execution of local modules, reflective of local product portfolio (and update to accommodate changes over time). Collaborate with Marketing Brand Teams via Brand Ambassador Program to identify key information on all new products/ programs. Review Charter Plans to identify key dates in marketing launch calendar. Create and update product FAQs in collaboration with Marketing, Legal & Regulatory. Develop & refine SOPs to ensure consistent handling of consumer contacts. Monitor quality of consumer interactions and address gaps. Identify & Successfully Resolve Sensitive Cases/Questions Needing Research Serve as single point of contact internally & externally (for Transcom) regarding questions that require additional research/ re-direction. Identify sensitive cases and create a plan of action commensurate with degree of risk. Alert and escalate if a situation has potential to become a crisis. Provide management, quality management (including Coppertone Quality & MU Quality), marketing and other relevant stakeholders with processing & tracking updates on number and handling of sensitive cases, with process optimization recommendations for mitigating risk. Manage processing of all incoming consumer mail (on rotating basis w/ Technical role) Review all incoming mail/ retrievals to Stamford HQ, prioritize for processing and route to relevant groups/ channels for resolution. Ratings & Reviews (Aquaphor & NIVEA Brands) Review and respond to ratings and reviews across multiple platforms. Ask Ulta, Ask BJs (Power Reviews) and Ask Target, Ask Walmart, Ask Sam's Club (Bazaarvoice Connections)

Requirements

Bachelor's Degree preferred (QM, Consumer Insights, Marketing, Psychology/ Sociology, English, Communications 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, PR/ Communications and Quality Management
Fluent in spoken and written English with excellent written & verbal communication skills
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

Nice To Haves

Experience in market research or psychology/ sociology is beneficial
Experienced Salesforce Lightning Service Cloud and training tools (i.e.Kahoot), ideally with experience in 2nd level support and trainings

Responsibilities

Localize & Execute Global Training Agenda in U.S.
Collaborate with Global CIM team on adaptation of best-in-class interaction guidelines/ communications with consumers (across platforms) in accordance with U.S. regulations.
Augment Global training content with development/ execution of local modules, reflective of local product portfolio (and update to accommodate changes over time).
Collaborate with Marketing Brand Teams via Brand Ambassador Program to identify key information on all new products/ programs.
Review Charter Plans to identify key dates in marketing launch calendar.
Create and update product FAQs in collaboration with Marketing, Legal & Regulatory.
Develop & refine SOPs to ensure consistent handling of consumer contacts.
Monitor quality of consumer interactions and address gaps.
Serve as single point of contact internally & externally (for Transcom) regarding questions that require additional research/ re-direction.
Identify sensitive cases and create a plan of action commensurate with degree of risk.
Alert and escalate if a situation has potential to become a crisis.
Provide management, quality management (including Coppertone Quality & MU Quality), marketing and other relevant stakeholders with processing & tracking updates on number and handling of sensitive cases, with process optimization recommendations for mitigating risk.
Review all incoming mail/ retrievals to Stamford HQ, prioritize for processing and route to relevant groups/ channels for resolution.
Review and respond to ratings and reviews across multiple platforms.
Ask Ulta, Ask BJs (Power Reviews) and Ask Target, Ask Walmart, Ask Sam's Club (Bazaarvoice Connections)