Specialist, Consumer Affairs

Red Bull•Santa Monica, CA

About The Position

Our Consumer Affairs team helps build meaningful connections between consumers and the Red Bull brand. We engage with both new and loyal consumers by drawing on the full World of Red Bull, including Brand, Sports, Culture, Sales, and Red Bull Media House. In this role, you will support consumers by responding to inquiries received through our website and other channels, ensuring each interaction is handled with care, consistency, and a focus on delivering a positive experience. Working within established processes and best practices, you'll help represent our brand while supporting consumer-focused initiatives that strengthen engagement and deepen connections with our audiences. You'll also have the opportunity to collaborate across teams and leverage Red Bull's unique products, content, and experiences to support a wide range of consumer engagement efforts.

Requirements

1-2 years consumer engagement experience with proven track record of accomplishments
Strong people skills across consumers and colleagues
Excellent written and verbal skills with attention to detail
Strong storyteller across a variety of audiences
Self-starter, creative thinker and problem solver
Highly committed, professional, and a great team player
Intuitive communicator, adaptable to broad consumer base
Enthusiastic, energetic and positive attitude
Past involvement with marketing programs and campaigns
Microsoft Office applications, Zendesk (preferred), and/or Airtable

Responsibilities

Craft responses to consumer inquiries in the voice of Red Bull, bringing the brand to life while satisfying the consumer’s request, across inquiry groups including: Product, Consumer Collecting, General inquiries, Sales, Sports, Culture, Event Support, Sports, Brand and Culture, Legal, and Consumer Products.
Prioritize inquiries received through the official inquiry webpage.
Support campaigns as assigned.
Contribute to plans that optimize 1:1 engagement opportunities.
Adapt key learnings to consistently evolve best practices for consumer interactions.
Manage and process inbound physical mail from consumers.
Identify and execute opportunities to engage consumers with consumer incentives (product trial, gifting merchandise, discounts, etc.)
Create consumer-facing messaging aligned with messaging frameworks to ensure consistency and accuracy across all consumer inquiry topics.
Collaborate with cross-functional teams to develop approved responses for emerging inquiries and topics.
Maintain a repository of messaging frameworks to ensure alignment with brand tone of voice.
Maintain content asset library with timely updates to always provide the most up-to-date and inspiring content to consumers with each engagement.
Provide sales leads to the on-premise teams.
Ability to work across multiple projects while prioritizing demands and meeting deadlines.
Contribute to a fun, productive and positive work environment.
Compile qualitative and quantitative data for quarterly reports.
Ensure all inquiries are properly tagged and categorized to support accurate data collection and analysis.
Monitor inquiry trends, report key topics to management, and prepare flash reports highlighting emerging issues.
Immediately escalate sensitive inquiries to the appropriate manager.
Leverage Consumer Affairs management tools, including Zendesk, Monday.com, SAP, and Lead Tracker.
Compile meeting notes and distribute them to the team.