Key Responsibilities
Unified Consumer Communications
- Handle and oversee all inbound consumer communication in a timely manner, driving consistency and optimal consumer satisfaction (CSAT).
- Support international business.
- Use AI and automations to drive deflection and faster responses for the consumer.
- Continually update and establish all documentation and resources.
ROW Social Listening
- Lead the delivery of a localised version of the Global Trend Watch report, translating global insights into market-specific opportunities.
- Monitor emerging consumer conversations, sentiment, and cultural trends to identify relevant themes and risks.
- Bridge global and local intelligence to provide clear, actionable recommendations that support brand, community management, and consumer care strategies.
UK Market Digital Journeys
- Responsible for understanding digital touch points and working with the market and specialist team.
- Confirm the digital consumer journey.
- Influence the local campaigns being brought to life across the digital stack.
Key Metrics & Financial Targets
- Consumer satisfaction / Response and resolve SLAs
- Acquisition and engagement
- Ticket deflection
- Ownership, Influence & Collaboration
Own:
- Localisation of Global Trend Watch insights for ROW markets
- Inbound consumer care SLA achievement and ticket resolution
- Maintenance and updates of SOPs, SRTs, guidelines, and localised knowledge bases
- Voice of consumer reporting
Influence
- ROW marketing teams through social listening insights
- Continuous iterative improvements in digital tool workflows and service delivery across consumer care, social listening and community management
- Digital campaigns coming to life in the UK market
Critical Relationships: The role will cross-functional stakeholders and support needed or given:
- US and Canada Consumer Care Teams
- ROW Marketing Teams
- Global Marketing Team
Direct Reports: N/A
Skills, Qualifications & Experience
Qualifications, Education & Experience
- 2+ years of operational experience in consumer care, social listening or community management
- No third level qualification required
Skills Needed to Be Successful
- Technical Proficiency: Strong hands-on experience utilising platforms for consumer communications (e.g. Freshdesk, Sprout Social, MS Excel, and Content Management tools)
- Data & Insights: Proven ability to monitor, analyse, and interpret performance data (e.g. Open rate, CTR, ticket response times, CSAT) into actionable optimisation strategies
- Self-reliant, thrives in ambiguity, and iterates along the way
- Strong stakeholder and project management skills
What You Will Learn In This Role:
- Data-driven consumer segmentation
- Cross-functional stakeholder collaboration and management across global markets and multiple brands
- Advanced backend configuration of enterprise level tech stacks
Travel Requirements: Low
