At Beiersdorf, we want to help people feel good about their skin – and our commitment goes far beyond caring for skin. For 140 years, we have developed innovative skin and body care products for well-known brands such as NIVEA, Eucerin, La Prairie, Hansaplast, and Labello. We act according to our purpose, WE CARE BEYOND SKIN, and take responsibility for our consumers, our employees, the environment and society.
Behind every brand, every product and every accomplishment are our more than 20,000 employees. It is for them that we live a culture of inclusion, respect and trust that is strongly aligned with our values CARE, COURAGE, SIMPLICITY and TRUST. We embrace diversity by valuing the uniqueness of each individual and being committed to equal opportunities for all.
Your Tasks
As our consumer interaction manager your job is to develop the loyalty of our consumers and protect our brand reputation worldwide by providing a high-quality consumer service. You will act as an ambassador by developing the loyalty of our consumers by creating advocacy for our brands.
You will become part of our Global Consumer Interaction Management team. Embedded within the QM Consumer & Excellence department, the team plays a crucial role in ensuring our consumers receive an exceptional and seamless experience throughout their journey with us. You will join a dynamic team of dedicated and experienced professionals in Hamburg and be also the first contact person for the Global CIM within Beiersdorf’s network.
We are seeking a junior to mid-senior level candidate who provides excellent consumer insights and who will contribute to maintaining high customer service understanding. With a data-focused approach, you identify weaknesses and develop solution strategies working cross functionally with our Quality Systems and Marketing teams as a key player in our digital transformation
Main Responsibilities
· Measure consumer satisfaction. Anticipate consumer expectations to improve brand loyalty. Identify business insights through consumer feedback and transform these into actionable measures to feed back into innovation funnel
· Supporting and consulting an engaged team of experienced professionals located in Hamburg by providing consumer insights data for Key Stakeholders from Quality and Marketing areas as well as other functions (e.g. R&D, Sustainability)
· Tracking performance & progress by setting up reporting within the Salesforce Service Cloud, Microsoft Power BI dashboards and connected systems
· Driving process efficiency by establishing standards/best practices & identifying process and system improvement ideas and act as single point of contact for the QM Systems to streamline digitalization roadmap within the consumer interaction management team
· Provide senior management, marketing and other relevant stakeholders with relevant information and analyses about consumer feedbacks (complaints, issues, trends) to reduce risks and create business insights
· Identify sensitive cases, alert and escalate if a situation becomes a potential crisis
Additional information
We embrace Diversity and Inclusion and are committed to providing equal opportunities to all of our applicants – regardless of race, gender, age, religion and beliefs, sexual orientation & gender identity, disability, cultural, ethnic or national origins. We would therefore kindly ask you to include only information and data in your documents which are relevant for the assessment of your application (e.g. curriculum vitae with relevant references and certificates) and encourage you to upload your CV without a picture.
Hamburg/Germany is the primary location for this position. Therefore, we recommend residence in Hamburg.
Your responsible recruiter is Sadya Azzahra.
Have a look at our benefits: What we offer – Our Benefits | Beiersdorf
