Global Consumer Affairs Brand Integration Specialist

Colgate•Piscataway, NJ

6d•Hybrid

About The Position

The Global Consumer Affairs Brand Integration Specialist serves as the crucial liaison between Consumer Affairs and commercial and technical teams, including Global Marketing, CDO, R&D, and Supply Chain. This role translates global business initiatives into worldwide operational plans for consumer care support, encompassing needs identification, managing training development and delivery, preparing reference materials, preparing systems for standard and customized data capture, and planning for appropriate reporting. The Specialist oversees the global Voice of Consumer (VOC) program, advancing people centricity and brand building initiatives, and developing new analysis approaches by driving new methodologies, partnerships, and technologies. This role also oversees our critical global CSAT program, establishing consistent standards and best practices, and working with teams to detect, identify, and implement care improvements. This highly collaborative role involves participating on cross functional teams, interacting with Consumer Affairs operational teams around the world, and working with key vendors.

Requirements

Bachelor’s degree.
4+ years of relevant work experience in either of these: Data analytics and Visualization, Voice of Consumer Reporting, Consumer Affairs/Customer service, or Consumer Insights.
Experience in story telling, data interpretation and data visualization abilities (experience with tools like DOMO, Sigma and Snowflake).
Proficiency in Google Suite: sheets, slides etc, excel (formulas, pivot tables).

Nice To Haves

Foundational understanding of SQL programming and relational databases.
Experience reporting from CRM tools - Emplifi, Zendesk, Salesforce or equivalents.
Understanding of contact center operations, customer service best practices, and regulatory compliance, ideally in a CPG environment.
A detail oriented, rapid learner who is a self-starter that thrives in a fast-paced environment, works collaboratively, and has a constant thirst for knowledge with a continuous curiosity.
This individual possesses excellent analytical aptitude, a natural curiosity and is passionate about people with a willingness to roll up your sleeves, experiment, act courageously and challenge the status quo.
Excellent communication and writing skills with strong attention to detail.
Ability to build and maintain relationships across cultural, geographical, language, and other divides.
Master data management experience.
CSAT measurement experience.
Global operational experience and consumer/client service mindset.

Responsibilities

Direct Global Voice of Consumer reporting function for GCA. Define VOC needs for the global organization by aligning with internal stakeholders and ensure these needs are met. Champion and advocate for the consumer and work for the integration of consumer perspectives into business decision-making, ensuring that consumer experience is proactively managed and prioritized. Analyze on and report consumer feedback and insights and ensure analysis is actionable and driving effective business decision making. Direct and quality control the work of the CBS VOC team to ensure their work is aligned and effective. Identify and advance the use of effective and innovative methodologies for analyzing consumer data through the function. Appropriately identify and drive the use of new methodologies, partnerships, and technologies, such as AI, voice/text analytics, visualization, and predictive models. Market these activities internally to stakeholders by demonstrating value, and proactive identification of opportunities. Develop and promote programs and opportunities to drive people centricity and help the organization get closer to the consumer.
Understand business and functional priorities and translate them into effective GCA CRM system setup and administration. Identify the need for system changes and follow processes for implementing those changes. Appropriately determine system needs that balance end user effectiveness with reporting efficacy. Approve requests for High Risk System changes as appropriate. Guide and coach data request submitters worldwide on change request process.
Working cross-functionally, provide and plan for effective Consumer Affairs support plans that ensure great consumer experiences, and operational effectiveness, including: coordinating global rollouts and company initiatives across all divisions/units, training planning and delivery, development of training and reference content (consistent messaging incorporating brand voice and appropriate for channel optimization, Q&As, Product Information Forms), system preparation (determining coding, special field or information capture), planning and implementing appropriate reporting mechanisms.
Ensure CSAT program is effective, running smoothly, and generating actionable data. Establish and optimize best practices in CSAT measurement and ensure consistent and appropriate deployment globally. Work with GCA Teach Team to provide for smooth data transfer from global system into vendor platform to enable efficient surveying. Work with operational teams to detect, identify, and implement care improvements. Serve as liaison between vendor, GIT, and business unit Consumer Affairs teams. Track and report on global CSAT KPIs and performance.
Understand and adhere to global SOPs in all activities, including consumer privacy, records retention, regulated contact handling, change management, validation; ensure compliance with Regulatory, Data Protection and other corporate legal requirements.

Benefits

Relocation Assistance Offered Within Country
medical
dental
vision
basic life insurance
paid parental leave
disability coverage
participation in the 401(k) retirement plan with company matching contributions subject to eligibility requirements
a minimum of 15 vacation/PTO days
13 paid holidays
Paid sick leave is adjusted based on role and location in accordance with local laws.