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Consumer Relations Analyst
Posted Date: Sep 25, 2024
Requisition Number: 123080
Summary:
This position is responsible for analyzing global Consumer Relations (CR) data to provide trending reports and insights to the Consumer Relations department and its constituents (e.g., Marketing, Sales, Quality, Legal) so that the business can make effective decisions.
The individual filling this role will assist the CR Manager in providing oversight to day-to-day operations, including coaching the outsourced call center agents, reviewing C/ARB submissions for Mexico, Brazil, and South America, and entering Mexico, Brazil, and South America content into the CR knowledgebase. He/she will also play a part in the execution of special projects (e.g. implementation of AI and automation, execute process improvements, etc.)
Responsibilities:
- Reporting and Data Analysis - Analyze global consumer data to detect communications, promotions, and reimbursement trends and report consumer marketing insights to the appropriate teams within Marketing and Chocolate World as well as the internal global CR team to enhance effective business decisions.
- Support outsourced Call Center Representatives as per department SOPs; provide assistance for ongoing global training.
- Participate in special projects within the Consumer Relations department.
Education:
- Bachelor’s degree in Business, Communications, IS, or related field.
Experience:
- 2+ years of business experience.
- Experience working with data and understanding consumer/customer service departments.
- Strong analytical skills, with the ability to review consumer data accuracy, trends in data, and reporting; work with the marketing team; partner with corporate communication; collaborate with corporate global teams (US, Canada, Mexico, LATAM, India, China).
Additional Knowledge:
- Strong attention to detail
- Strong verbal and written communication skills
- Strong process/operations management capabilities
- Strong initiative
- Results-oriented
- Strong interpersonal skills
- Strong problem-solving and analytical abilities
- Strong priority management
- Strong business knowledge
- Good knowledge of systems and database structures/reporting
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