We Hire America Jobs

Work Setup: *Hybrid * Location: *Makati, Metro Manila, Philippines * Summary: The* Global Consumer Relations Specialist* is responsible for overseeing the proper handling of all consumer contacts related to Marketing, Sales, and General Issues. The individual in this position acts as the liaison for Consumer Relations (CR) with our sales, promotions, Shareholders, and HR teams, collaborating with these internal departments to ensure knowledge transfer between teams. Keeping the CR knowledge base updated and coaching agents on its effective use are crucial aspects of this role. Additionally, the person in this role works closely with third-party vendors to identify opportunities to surprise and delight consumers. He/She is also responsible for managing the CR Pcard and CR reimbursement. The ideal candidate must understand consumer behavior and have exceptional writing skills. The Global Consumer Relations Specialist is responsible for responding to consumers on behalf of the executive team and is also tasked with reviewing, commenting, and approving (or rejecting) all consumer-facing submissions. Properly performing these functions is important to safeguarding the company's reputation. * Major Duties/Responsibilities:* * Tier 3 support for all non-quality or nutrition contacts (50%)* Supports the CR agents by handling all challenging contacts unrelated to product quality, food safety, ingredients, allergens, illness, or injury. The supported contacts are primarily related to marketing, promotion, sales, employee relations, stockholders, licensing, and trademark inquiries. Proper support requires collaboration with internal partners to find answers to challenging questions. Provides coaching to reps based on case errors observed during the day-to-day tier 3 support. _ Upkeep of CRM and Knowledgebase* (25%)* This involves manually entering information into our online knowledgebase and updating and streamlining our consumer responses housed in the CRM. * _C/ARB (15%)* Review all consumer-facing marketing, promotion, and advertising pieces to ensure the content is not insensitive, confusing, or discriminatory. _ Manage CR Reimbursement_* (10%)* Ensure the CR team has adequate coupons and digital reimbursement options for consumers. This requires managing the reimbursement budget, determining the coupon values and estimated volume of coupon usage, and ensuring the coupons are designed and ready to use in accordance with finance guidelines. * Minimum knowledge, skills and abilities required to successfully perform major duties/responsibilities: * * A solid understanding of consumer preferences and trends, with the ability to translate insights into actionable strategies. * Exceptional Writing Skills: Strong capability in crafting clear, persuasive, and personable responses to consumer inquiries and communications. * Interpersonal Skills: Excellent communication skills, with the proficiency to collaborate effectively across teams and with external partners. * Analytical Thinking: Ability to assess consumer feedback and interactions to identify improvement opportunities and implement strategic solutions. * Technical and Organizational Knowledge: Basic business operations, corporate structure, marketing, and sales knowledge. Familiarity with CRM systems and database structures/reporting. * Strong priority management, the ability to work independently and among teams. * Strong attention to detail. * Minimum Education and Experience Requirements* * Education: /Bachelor’s degree required, in Business Administration, Marketing, Communication, or any related field/ * Experience: * Must have at least 1-2 years plus of proven experience in consumer relations, customer service, or a similar role. #LI-AG1