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Consumer Relations Specialist

Purpose

We at RB Hygiene are on a constant lookout for great talent that who wants to join us on this purpose-driven journey. Through our brands such as Vanish, Harpic, Shieldtox, Airwick and Lysol, we aim to deliver on our Purpose to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world.

Job Advert

Want to make data come to life? As Consumer Relations Specialist with RB, you’ll have the freedom to find the truth behind the numbers. And you can share the story with us.

 

Consumer Relations Specialist

Petaling Jaya, Selangor

Competitive Salary & excellent benefits package

 

Taking the lead for a developing market, you’ll drive growth by developing insights and deepening our consumer engagement experience. You’ll segment, analyse and model mobile, online and social CRM data. You’ll lead projects and offer objective views of our leading brands, recommending new approaches. You’ll support regional and brand teams to understand the consumer journey. You’ll provide insights that support brand strategy, communications, new product and business development opportunities.

 

You’ll succeed because…

…you’re highly analytical, able to generate insights into consumers digital behaviour and trends. You’ve experience in CRM, eCommerce and customer data in a complex environment. You’ve a strong business sense. You’re objective and use data to make informed decisions and recommendations. Technically, you’re proficient with SQL, Java, Python and able to present data visually using BI tools. Above all, you excel in a fast-paced, entrepreneurial environment.

 

You’ll love it because…

…you’ll have the freedom to make a difference. You’ll put your own ideas into practice. The products you help us get out there will allow people to live healthier lives and have happier homes. And our dynamic, ownership-driven culture will bring the very best out of you, every day.

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 

Accountabilities

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 

Skills and Experience Required

•    Bachelor's degree in Communications or business-related field
•    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
 

Scope

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

Equality

In Return RB offer very competitive salaries with excellent benefits and the chance to progress your career within a truly global organisation.
RB 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.

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