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Established in 1806 as a small soap and candle business in New York City, Colgate-Palmolive is now a truly global company with products sold in over 200 countries under such internationally recognized brand names as Colgate, Palmolive, Softsoap, Irish Spring, Protex, Sorriso, Kolynos, elmex, Tom's of Maine, Sanex, Ajax, Axion, Soupline, Haci Sakir, Suavitel, PCA SKIN, EltaMD, Filorga and Hello as well as Hill's Science Diet, Hill's Prescription Diet and Hill's Ideal Balance.

Colgate-Palmolive is a leading consumer products company that serves hundreds of millions of consumers worldwide with brands and products across four core businesses – Oral Care, Personal Care, Home Care and Pet Nutrition. We are committed to offering products that make lives healthier and more enjoyable, and programs that enrich communities around the world.

Every day millions of people trust our products to care for themselves and the ones they love. Our goal is to use our technology to create products that will continue to improve the quality of life for our consumers wherever they live.

A career at Colgate-Palmolive is an excellent opportunity if you seek a global experience, constant challenge, and development opportunities in an environment that respects work/life effectiveness.

Job Title:  Assistant/Associate Consumer Affairs Digital Channels Manager

Travel Required?:  Travel - up to 10% of time
Date:  Apr 15, 2021
Remote working option during the current situation

Relocation Assistance Offered Within Country
# 98302 - New York, New York, United States

 

Job Summary:

 

The Digital Channels Associate Manager is the connector between Consumer Affairs (CA) and the business as it relates to Social Media engagement, Retailer Q&A, Ratings & Reviews and other digital channels. This highly collaborative role involves participating on cross functional teams, developing appropriate and effective Consumer Affairs digital support for brand websites, community management and engagement as well as chat/SMS/Email responses. They will coordinate with North America and Global Consumer Affairs for rollouts and company initiatives, overseeing voice of consumer reporting as well as ensuring the Consumer Affairs systems and tools are properly setup, and ensuring the consumer experience for new brands and growth initiatives are planned for and incorporated into the GTM strategies for success. They are also responsible for being the conduit to the North America Contact Center, ensuring timely and comprehensive knowledge transfer, and training related to our business, brands and products’ digital programs. This includes managing all systems and processes which enable the Contact Center to provide the best consumer experience.

 

Essential Job Function:

 

- Develop and ensure Consumer Affairs digital support is driving best in class Consumer Experience.

- Participate on cross functional teams supporting our commercial initiatives.

- Ensure Social Media tools are up to date with all Facebook, Instagram & Twitter streams, power reviews streams, top 500+ Amazon ASINs, Bazaar voice connections and any other retailer platform for the contact center.

- Project management of all aspect of digital support including orders & logistics, planning and executing in shopify, Ratings & Reviews on ecommerce platforms, support and execution of Help Center in Zendesk if needed, website support page integration, bots and FAQs.

- Create and implement engaging training and monitoring for the contact center to ensure retention, compliance and reporting of these digital channels.

- Actively research new innovative brand/company's consumer experience and support to create case studies of best practices.

- Support Operations team:

  • Create knowledge management for all social and digital processes, integrations, Helpdesk articles from DTC / Connected Devices, TOV of each brand, Social Media and Ecommerce response guide.
  • Be liaison to DTC and Ecommerce teams to ensure best practices are implemented and proper product coverage is maintained.

- The Digital Channels Associate Manager actively participates in initiatives to drive business growth, promote the Consumer Affairs function and ensure relevant consumer feedback is incorporated and acted upon. This effort includes, but is not limited to:

  • Finding opportunities to leverage our connection with C-P users to provide leanings for various business initiatives.
  • Ensure people have the highest quality interactions and emotional connection with C-P. We must deliver excellent customer care, helping to retain our consumers and maintain/increase their trust in our brands. In order to achieve this goal, this position needs to be the conduit in providing the information and knowledge to the Contact Center, enabling them to achieve an effortless experience for our Consumers.

- The Digital Channels Associate Manager needs to adhere to global and local SOPs. This includes consumer privacy, records retention, adverse event and quality complaint handling, security, training, etc.

 

Applied Knowledge and Job Skills:

 

- The Brand Integration Associate Manager is responsible for maintaining current systems i.e. CRS, Consumer Affairs Knowledgebase, Astute Social. Leveraging technology to enhance everything we do, Reputation Studio, AODocs, Tableau, Shopify, Zendesk, Etc.

- Leadership.

- Strong attention to detail, ability to bring order to chaotic situations.

- Strong oral and written communications skills.

- Ability to derive salient needs and information in variety of situations.

- Ability to conform to deadlines and strong follow through.

- Organizational skills.

- Problem-solving.

- Relationship building.

- Time management.

- Proactive approach to identifying needs and opportunities.

- Resilience – ability to perform under stressful conditions and bounce back.

- Able to perform well independently.

- Experience with Social Media monitoring tools, Ratings & Review platforms like Bazaarvoice or Power Reviews.

- Able to engage, not only their immediate team but must be able to connect to Business partners.

 

Basic requirements:

 

  • College/University degree.
  • 5 – 7 of minimum years of work experience.
  • Prior experience as Social Media Community Manager or involvement with Consumer Care.
  • Excellent written communication.

 

Preferred requirements:

 

  • Experience with Shopify, Zendesk, Astute, Sprinklr, Social Bakers and/or CSR.

 

 

 

 

 

Equal Opportunity Employer
Colgate is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status (United States positions), or any other characteristic protected by law.

Are you interested in working for Colgate-Palmolive? You can apply online and attach all relevant documents such as a cover letter and resume or CV. Applications received by e-mail are not considered in the selection process. Become part of our team. We look forward to your application.

Colgate-Palmolive is a leading global consumer products company, tightly focused on Oral Care, Personal Care, Home Care and Pet Nutrition. Colgate sells its products in over 200 countries and territories around the world under such internationally recognized brand names as Colgate, Palmolive, elmex, Tom’s of Maine, Sorriso, Speed Stick, Lady Speed Stick, Softsoap, Irish Spring, Protex, Sanex, Elta MD, PCA Skin, Ajax, Axion, Fabuloso, Soupline and Suavitel, as well as Hill’s Science Diet and Hill’s Prescription Diet. 

For more information about Colgate’s global business, visit the Company’s web site at http://www.colgatepalmolive.com. To learn more about Colgate Bright Smiles, Bright Futures® oral health education program, please visit http://www.colgatebsbf.com. To learn more about Hill's and the Hill’s Food, Shelter & Love program please visit http://www.hillspet.com. To learn more about Tom’s of Maine  please visit  http://www.tomsofmaine.com.

Reasonable accommodation during the application process is available for persons with disabilities. Please contact Application_Accommodation@colpal.com with the subject "Accommodation Request" should you require accommodation.


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