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.