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Brand Consumer Relations Specialist

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Description

Are you dedicated to driving superior consumer satisfaction and building loyalty with consumers? Can you act as an advocate on behalf of the consumer in enabling their point of view to influence better business decisions? The Global Consumer Relations team is looking for a consumer experience specialist to support the APAC region! This role requires quick resolutions and detailed prevention of consumer issues by building capability of agency partners accountable for P&G's various consumer channels and brands.


Your Team

This role belongs to the Communications function and reports to the APAC Client Service Delivery Manager. You will be working along side teammates located in various countries such as ANZ, Indonesia, Thailand, Singapore, Malaysia, Vietnam & Philippines - both physically and remotely. You will also engage regularly with external agency partners working on P&G's consumer channels.


How Success Looks Like

Key success drivers for this role is effectively providing excellent service delivery by being seamless link to brand teams. You are an issue and crisis management specialist managing consumer and media issues and enquires. Success comes from having end-to-end accountability in seeing issues resolved quickly and efficiently. You have a strong sense of ownership and can collaborate easily across external vendor partners and internal managers. You are someone in touch with consumers' feedback and able to use data to inspire changes that add value.


Job Responsibilities

Lead consumer issue and crisis resolution successfully for your market scope. 100% accuracy and closure tracking in consumer systems.

Lead and drive consumer experience strategies and solutions across phone, emails and social media channels

Manage and build capability of vendor partners to attain outstanding service levels, consumer experience, and data quality accuracies

Support brand business teams in leading pre and post marketing campaigns that involve consumer engagement

Craft and conduct regular capability training sessions to our multi-channels’ advisors.

Partner with other function teams across business units (i.e. sales, marketing, R&D, QA, legal) to resolve external consumer/customer’s issues and critical issues

Deliver monthly/quarterly status reports to internal and external agencies to evaluate and monitor consumer behavior trends and feedback as needed


Qualifications
Minimum diploma with at least 2 years of working experience
High level of end-to-end accountability and ownership
Exceptional verbal and written communication skills and presentation skills; ability to train others to improve their communications skills
Operates with strong time management and rigour to meet urgent crisis deadlines and monthly drumbeats
Project leadership skills to drive initiatives from start to finish, and ability to engage with senior managers involved in the project
Flexible in managing multiple priorities and engaging multiple colleagues and partners daily
Familiar working with data to analyse consumer insights and trends

About us
We produce globally recognized brands and we grow the best business leaders in the industry. With a portfolio of trusted brands as diverse as ours, it is paramount our leaders are able to lead with courage the vast array of brands, categories and functions. We serve consumers around the world with one of the strongest portfolios of trusted, quality, leadership brands, including Always®, Ariel®, Gillette®, Head & Shoulders®, Herbal Essences®, Oral-B®, Pampers®, Pantene®, Tampax® and more. Our community includes operations in approximately 70 countries worldwide.

Visit http://www.pg.com to know more.

Our consumers are diverse and our talents - internally - mirror this diversity to best serve it. That is why we’re committed to building a winning culture based on Inclusion and our ideal candidate is passionate about the same principle: you will join our daily effort of being “in touch” so we craft brands and products to improve the lives of the world’s consumers now and in the future. We want you to inspire us with your unrivaled ideas.

We are committed to providing equal opportunities in employment. We do not discriminate against individuals on the basis of race, color, gender, age, national origin, religion, sexual orientation, gender identity or expression, marital status, citizenship, disability, veteran status, HIV/AIDS status, or any other legally protected factor.

Job locations:
Singapore, Singapore, Singapore
Job Type: Full-time Job categories: Communications Req No: COM00000404
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