Associate Manager, Consumer Insights
3 days ago
As the Associate Manager, Consumer Insights & Business Analytics, you are responsible to ensure consumer care and manage the outsource call center vendor relationships and contracts for all countries in the Cluster. You will safeguard the consumer relationship, the company’s goodwill standing with consumers, mitigate liability and risk of consumer contacts and ensure proper controls and adherence to Global Consumer Resource Center (CRC) consumer care standards. You will work with local and cluster countries to obtain correct product information to provide to the outsource call center vendor(s), as well as provide first line of defense on escalated consumer issues.
**Essential Duties and Responsibilities**:
- Safeguard the consumer relationship with the company in the regions/countries assigned
- Adhere to Global CRC consumer care standards and protocols to ensure consistent, effective, and efficient operations with external call center vendor(s); implement any audit recommendations in region
- Own and manage outsource call center vendor relationship, day-to-day needs; ensure vendor deliverables and contract compliance in all outsource call center vendor(s) activities
- Develop and execute crisis management plans for product recalls/recoveries or spikes in consumer hot topics, which include Ingredient Grassroots Campaigns
- Support all in-market consumer response such as inquiries, where buys, issues, general, including setup and information for new product launches, product issues in-market, and report of customer feedback to Global CRC
- Act as first line of defense to manage escalated topics internally and externally in region/local country, escalate or liaise with Global CRC in Racine and Legal when warranted
- Ensure product lists, product information, documentation, Q&As, client input, etc. for outsourcer(s); liaise internally and externally to gain information to maintain product expertise at outsourcer(s).
- Consult/inform/involve Global Centre of Excellence (COE) experts as needed for report-out on status of consumer operations and elevated/hot topics
- Manage regional budget, pay regional/local bills, track, control and provide monthly report-out to Global CRC in Racine; develop and submit annual budget and re-estimations
- Manage enquiries on social channels such as Facebook, Instagram, etc.
**Required Skills / Experience / Competencies**:
- Bachelor's in Business or any related fields
- Minimum 5 to 7 years of experience in call center operational management, with in-house and outsourced inbound call center environments.
- Know-how and track record of results delivering the customer experience in consumer affairs within Consumer Goods industry is an added advantage
- Versed in inbound call center technology, for example telephone, Automatic Call Distribution (ACD) routing, Customer Relationship Management (CRM) contact handling systems, online knowledge base tools, Workforce Management (WFM) software
- Knowledgeable in the laws, marketplace and consumer behavior and expectations for all countries in the Cluster
**Job Requirements**:
- Permanent - full time job
SC Johnson Asia has been recognized as the **Best Multinational Workplace by Great Place to Work®****
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