Engagement & Business Solutions Lead - Consumer Care (m/f/d)
Kenvue · Middle East
At Kenvue, we realize the extraordinary power of everyday care. Built on over a century of heritage and rooted in science, we’re the house of iconic brands that millions of people in Germany know and trust every day, including o.b.®, DOLORMIN®, IMODIUM®, NICORETTE®, NEUTROGENA®, LISTERINE® and PENATEN®. Science is our passion; care is our talent.
The Consumer Care Engagement & Business Solutions (E&BS) Lead Central Europe is responsible for being the primary Consumer Care point of contact for Kenvue Brand teams for digital, social media or other online activities supported by Consumer Care Central Europe. Essential part of this role is the cross-functional collaboration with Marketing, Digital, and eCommerce to ensure activity support, maintain compliance during campaigns and help with driving community engagement and positive user experience on brand owned social media channels.
The Consumer Care E&BS Lead also provides Insights reporting across all channels to serve brand strategy and growth.
What you will do
Across Kenvue owned digital assets supported by Consumer Care, in alignment with the respective business partners:
- Coordinate online activities (social campaigns, Ratings & Reviews) to ensure resource capacities and compliance with various regulatory and Kenvue internal requirements
- Oversee consumer activity and feedback, support the day-to-day channel management
- Oversee community engagement, including development of external Contact Center guidance, social brand guidelines, social templates, and support with responding and actioning resolutions
- Oversee the social team at the external Contact Center, work with the Social Supervisor to contribute to periodical reports, providing updates on community sentiment and key issues to improve performance and revise plans
- Provide guidance to the social team and closely monitor user activity during issues and high-volume events
- Collaborate with the Global Consumer Care Social Admin team, to help maintain compliant digital assets
Insights & Reporting across all channels
- Partner with counterparts in other clusters and regions for analysis purposes
- Create brand campaign reports (incl. social KPIs), provide strategic insights - shared with the business on demand and/or on a periodical basis
- Create and share Comms issue reports where required
What we are looking for
- Bachelor’s degree or equivalent
- Multiple years of professional experience in either Contact Center business, Communication, Marketing or Digital Media
- Skilled at analyzing data, can work seamlessly with multiple functions across several brands. Has a high level of stakeholder management skills, and is effective in presenting data-based recommendations
- Team player and brings a positive can-do attitude
- Ability to adapt to constantly changing priorities and challenging project timeframes
- Respect and comply with all Quality & Compliance requirements
- German native, English fluent language skills with excellent communication skills
Kenvue is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability. If you are an individual with a disability, please check our Disability Assistance page for information on how to request an accommodation.