Consumer Engagement Country Lead – Turkey
Job title: Consumer Engagement Country Lead – Turkey
Job description: BACKGROUND:
Digital is changing everything about how consumer goods companies go to market. At Unilever we were at the front of the media revolutions in print advertising in the 1890s, in Radio in the 1930s and in TV in the 1960s. Now we intend to be at the front of the digital revolution. At the heart of our response to this Digital Revolution is our People Data Centres – delivering powerful game changing insights and facilitating one billion relationships with consumers. We need to blend social data with consumer contact centre data with CRM data with search data with ratings & reviews data and so much more. This will allow incredible insights and precision marketing. We need people with passion for digital and analytics, who are not afraid to break convention and want to be a revolutionary within our business.
The Consumer Engagement Centre (CEC) is an integral pillar of the People Data Centre (PDC), alongside People Relationship Marketing (PRM) and Social & Business Analytics (SBA). The primary objective of the CEC is to deliver cutting edge consumer relationship services leading to delight whilst also providing consumer data for trends, new ideas, improvements to the broader business i.e. Quality, R&D / Brand. CEC supports the SBA in briefs such as crisis management, category insights, 6P analysis, equity studies etc. thereby generating targeted and relevant consumer observation leading to insights. Additionally, CEC supports the PRM by enriching the PRM database and making the data ready for precision & remarketing.
ABOUT THE ROLE:
The CEC Country Lead will be part of the Market PDC-CEC team, and will be responsible for being strategic partner of management of all communications channels of UL to prevent and build UL reputation by implementing business strategy. He/she will be responsible in supporting the CEC NR Lead in delivering the key priorities and delivering the CEC vision in 3 key area – Consumer Delight, Operational Exellence & Data optimization i.e.data ready for insights and business growth. The individual will be responsible for providing quantitative and qualitative analysis and insight to key stakeholders, whilst guiding the team to follow key KPIs set. To delight consumers every day, he/she is responsible for creating best communication within the team and guiding team members when they need. Strategically, he/she search and provide best solutions/new technologies /tools/ innovations as per expectations and strategy of UL to increase the team agility and digitality. He/she the key partner of the local stakeholders and NR lead to improve/enhance the WOW of local CEC team
o Following the given responses of the team for consumer complaints & negative or positive any feedbacks in order to understand & sure that the team can include refining the initial brief and asking the ‘right questions’, working through potential hypotheses and storyboarding the output.
o Understanding consumer needs and expectations.
o Introduction and implementation of any/all company policies relevant to consumer protection, effective interaction and service
o Be in contact with the operational team leaders to highlight a query when necessary
o Orchestrate the information sharing within all CEC team including global
o Provide quick data to inform the key stakeholders about business strategy, marketing and brand strategies, digital marketing content and strategy, communications and new product development
o Synthesizing data by adding SBA data to own and analysis into impactful, action-orientated reports for internal stakeholders in regular base.
o Liaise between the business and third party to ensure effective communication during crisis management, partnering Corporate team in case of any crisis and doing best to protect UL and Brands‘ reputation.
o Maintain knowledge & expertise of previous analysis to avoid duplication and to share learnings from relevant past projects with the squad team by sharing info within the team
o Encourage the team decrease response rate (24 h for brands in CXX scope) & increase consumer satisfaction & engagement according to set KPIs by being open to learn new things with deep entrepreneurialism & a passionate “get-up-and-go” attitude.
o Update CEC NR lead in a regular basis for all management issues & team needs.
o Support other team members in case of any absence and track the critical project on behalf of each others.
o Be a main partner of CEC NR lead for digitalization projects (C-bots, whatsapp Business roll out, etc)
Skills / Experience:
· University degree
· Minimum 3 years experience in similar positions preferably in Customer Management/Marketing Insights/Vendor Management
· Fluent in English
· Proficiency in MS Office applications
· Strong project management skills
· A working knowledge of technology (databases, telecommunications, social media).
· A working knowledge of market research/CMI (Consumer Market Insight).
· Preferably no military obligation for male candidates
Unilever is an organisation committed to equity, inclusion and diversity to drive our business results and create a better future, every day, for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. At Unilever we are interested in every individual bringing their ‘Whole Self’ to work and this includes you! Thus if you require any support or access requirements, we encourage you to advise us at the time of your application so that we can support you through your recruitment journey.
Job date: Wed, 16 Jun 2021 02:27:01 GMT
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