consumer engagement services Executive (complaints)Nestle AG

Job Description
Main Purpose of the Job:
Is responsible for management of the CES contact points incl. social media platforms (community management) to win with brands and develop/maintain brand reputation
Key Output/Deliverables:
Serve as the voice for our brand(s) providing engaging responses to consumers (including positive comments, identifying, and proactively leveraging engagement opportunities and influencer responses) using brand tone of voice and in timely manner
Work in an aligned and collaborative manner with CoS/3rd party to manage simple contacts (Tier 1)
Manage added value/outbound (Tier 2) and Complex/sensitive (Tier 3) contacts following guidelines developed at Global / Zone / Zone Category level or at market level for local brands and specificities
Alert and cooperate with internal stakeholders (e.g. Marketing, QA, Corp Comms) on potential issues, crisis, errors
Collaborate on social media strategy providing recommendations and directly manage social media content publishing.
Interact with consumers on our owned Social Media assets based on the co-created editorial planning and guidelines (in close collaboration with CoS)
Generate Voice of Consumer insights from engagement with consumers & influencers and scout early trends in social media environment to feed content studio, brand management and CES teams with content ideas and viral opportunities
Generate adhoc Social Listening reports (e.g. for local issues/situations) that cannot been done above market in a standardized way.
Develop and conduct training for new hires and ensure CoS/3rd party continuously receive updates to best manage consumer contacts
Contribute, develop and maintain CES process documentation (e.g. SOP, guidance) at local/Zone level
Share input and feedback to help select and build global IT solutions
Monitor and measure performance of CES across channels, operations, processes, and systems
Support in maintaining CES tools and utilize the functionalities in the tools (e.g. maintain and monitor usage of Knowledge Base)
Conduct audits on quality of service and consumer experience to identify opportunities and area of improvements
Qualifications
BacheAt least 5 years experience in same capacity or role, preferably have handled Customer Service concerns/escalations (FMCG/BPO experience)
Experience in Stakeholder Management and data driven reports