Consumer Experience Specialist - Brands

Location
England,Kent,West Malling
Salary
£110 - £140 per day + Temporary Contract
Posted
25 Sep 2019
Closes
23 Oct 2019
Ref
140496797
Contact
Elizabeth Woodforde
Experience Level
Manager
Sectors
FMCG
Contract Type
Temporary
Hours
Full Time
This is a unique Customer Experience Specialist - Brands role that provides the internal link for consumers with a range of leading brands working across the product teams and customer service to ensure 1st class communications are delivered.


Client Details

Our client our an international leader in Personal care.


Description

The Customer Experience Specialist will be responsible for the following activity

* Serves as the primary Consumer Services contact for assigned brands and teams.

* This role acts as the liaison between the Consumer Products Business Units for the assigned Sector and brands and the outsourced front-line operations, that manages in-bound phone, email, letter, social media and other methods of contacting the brands in select European countries.
* Ensures the outsource team have up-to-date information on assigned brands, including approved consumer information.
* The Specialist partners with the brands to gather and prepare updated information on brand activities and news.
* This will often be delivered face to face so role will include travel in the UK.
* Develops and gains brand approval of brand contact information, which includes information for the front-line operators.
* This person will also participate in the train the trainer program.
* Leverages Consumer Services expertise and experience to provide counsel to the businesses and other teams on consumer contact information, trends, and expectations.
* Analyses and provides brand contact metrics and insights to the brands for decision-making. Includes recommendations when appropriate.


Profile

The candidate that secures this position will bring the following skills, knowledge and attributes:

* Is able to demonstrate you take a consumer-led approach to communications.
* Knowledge of product/brand marketing
* Ability to communicate with diverse groups of stakeholders at all levels
* Has worked with customer service teams - including briefing and ensuring that they are able to deliver 1st class customer experience
* Proven track record in FMCG.
* Immediately available and happy to work in Kent (with some travel required)


Job Offer

Competitive Daily rate

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