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Associate, Social Media Specialist - Consumer Relations

Role Profile


Generic Job title:      Consumer Relations Specialist (Social)
Function:     Consumer relations 
Reports to:     Regional Consumer Relations Manager  

Role Purpose:

Monitor e-Commerce and Social Media for ensuring consumer experience with RB products shared on those channels are captured, addressed and solved in a timely and effective manner. 


The Consumer Relations Specialist is responsible to manage all consumer contacts to drive: 
•    Positive consumer experience and engagement 
•    Brand building and consumer advocacy 
•    Insights and business growth 
•    Efficiency and compliance 
•    Protect reputational brand (contain) addressing consumers contacts in effective manner 
•    Create competitive advantage (delight) exceeding consumers expectations 


•    Region specific 
•    E-commerce & social channels 
•    All consumer contacts 




Consumer experience & engagement 
•    Monitor channels and consumer interaction/feedback. Channel accountability includes proper responses and solutions to consumers, SLAs accomplished and fulfilled 
•    Adequate community management enabling improvement of RB reputation and consumer satisfaction 
•    Propose and/or create articles whenever needed to update existing knowledge base content


Insights and business growth 
•    Identify trends and root cause of problems within a limit remit of contacts
•    Support on the development or the amendment of local SOP’s and work instructions whenever needed
•    Build Ad-Hoc reports whenever required by other interface areas


Efficiency and compliance within the external BPO team
•    Follow Review daily reports including contacts registered in the previous business day for ensuring data integrity
•    Support to local Quality audits whenever required
•    Secure adherence of internal policies and procedures as well as external regulations, such as consumer law, Phamocoviglance, Cosmeticovigilance and data privacy law 

key Challenges:

•    Social impact 
•    Reputational risk / crisis management
•    Creating meaningful content for each audience
•    Adjusting tone of voice per Brand/Channel/ Audience 

Skills & Experience required:

Bachelor's degree in Communications or business-related field

Technical\professional qualifications required:

•    Minimum 3-5 years of experience supervising or coordinating consumer services and/or consumer insights / consumer relations activities

•    Experience with handling Social Media and ECommerce contacts desirable

Personal Attributes:

•    Responsible 
•    Trustful 
•    Challenger 
•    Resilient 
•    Positive / Enthusiastic 
•    Committed
•    Focus  


In Return Reckitt offers very competitive salaries with excellent benefits and the chance to progress your career within a truly global organisation.
Reckitt is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability status, protected veteran status, or any other basis protected by appropriate law. All hiring decisions are made based on merit, competence and business need.

Nearest Major Market: New York City
Nearest Secondary Market: Newark

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