Consumer Engagement Specialist
Wunderman Thompson
Total years of experience :5 years, 1 Months
Social Care and Community Management for L’Oreal Middle East accounts.
• Manage customer care unit process, tools & reporting newsletter
• Track and report KPIs on monthly basis for all social and customer care
• Social Listening
• Campaign Analysis
• Monitor Competitors and similar brands’ activities on social media
• The country lead for all digital consumer engagement tools roll-out
and trainings: Sprinklr, Traackr, MIM, Daxium, customer care tool etc.
• Provide internal stakeholders with insights to create actionable,
operational reports that lead to optimization and efficiency in brand
performance
• Work with global team and external parties to implement Salesforce C1
• Responsible for the CMO corporate monthly newsletter
• Lead on all local digital transformation initiatives to attract new talents
and to upskill internal teams to latest digital knowledge and mindset
o Vendor management of the Contact center & Social Care agency ensuring quality of performance is in line with challenging financial targets and service level agreements
o Continuous improvement of “The Ideal Consumer Experience” across all consumer touch points driving higher NPS and Emotion
o Contact center & social care training - including brand training and product insights.
o Performance management & follow- up - run Consumer analyses from contact center data, social care data, ratings & reviews, social media reports, consumer research, demo’s, marketing activation in a continuous cycle & build a consumer database (CRM) to drive improvements.
o Handle consumer complaints & escalations
o Manage the pillars monitoring and moderation for rating and review management for the Middle East in close collaboration with the Online Marketing Manager
o Drive voice of the consumer and feedback from outside-in on product and performance
o Feeds into web improvement initiatives from call centre insights
o Guardian of branded communication using an outside in approach
o Improving search capabilities and customer service touchpoints that make it easier for consumers to contact us
o Working with management, recommend business solutions based on analysis of internal and market data
o Resolve all customer requests in a timely fashion. Anticipate customer needs and coordinate appropriate internal and external response
o MET Heros Recognition Award “Take Ownership to Deliver Fast”, Philips Town Hall - March 2020
o MET Heros Recognition Award “Eager to Improve and Inspire”, Philips Town Hall - July 2020
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