Consumer Relations Specialist, Hygiene

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, Hygiene 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, Hygiene

Jakarta Raya, Jawa

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

Role will be based in Philippines

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.