ASSOCIATE MANAGER, CONSUMER INSIGHTS & BUSINESS ANALYTICS BUENOS AIRES, ARGENTINA
JOB ID
SIOyoGK_edbz1PZxQoJ2Og
City:
Buenos Aires
Country:
Argentina
About SC Johnson:
SC Johnson is a fifth-generation family company built on a spirit of adventure and winning the right way. We have been leading with purpose for over 130 years, building top brands such as Raid®, Glade®, Kiwi®, OFF!®, Windex®, Ziploc® and more, in virtually every country. Through these household names, we are making a positive difference to the world around us. But we only succeed with the combined vitality and strength of our 13,000 people who we truly value and support in their pursuit of individual and shared goals. Together, we are creating a better future – for the planet, for future generations and for every SCJ team member. Come join us and make an impact through iconic global brands. GO FURTHER WITH OUR FAMILY™
Summary of Role / Job Description:
The purpose of this role is to ensure consumer care and manage the outsource call center vendor relationships and contracts for all countries in the Cluster. The CRC Regional Lead 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 CRC consumer care standards. The Regional Lead 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.
Primary Accountabilities:
:: 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 (SLAs/KPIs) 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 (e.g., Ingredient grassroots campaigns).
:: Support all in-market consumer response (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 HQ.
:: Act as first line of defense to manage escalated topics internally/externally in region/local country, escalate/liaise with Global CRC Racine and Legal when warranted.
:: Ensure product lists, product information, documentation, Q&As, client input, etc. for outsourcer(s); liaise internally/externally to gain information to maintain product expertise at outsourcer(s).
:: Consult/inform/involve Global COE experts as needed for report-out on status of consumer operations and elevated/hot topics (Global CRC Racine, Legal, PA).
:: 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-ests.
Qualifications:
:: 5-7 years operational management in inbound CPG consumer affairs
:: Minimum 5 years inbound CPG consumer affairs experience
:: At least Degree in any field
:: Advanced English
Type of Education/Certifications:
:: At least Degree in any field
:: Advanced English
Ciudad: buenos aires
