PURPOSE:  The Consumer Relations department handles all enquiries and complaints which includes reports of Adverse Events, Medical Information questions, quality, advertising and marketing related enquiries and complaints received from healthcare professionals/consumers/trade/environmental health and trading standards relating to Consumer Healthcare products across multiple channels of communications. These enquiries are addressed via a team of outsourced front line advisors, who are trained, managed, mentored, and coached by GSK to deliver outstanding consumer experience.  The CR Service Delivery manager for ISC would cover the markets of India, Sri Lanka and Bangladesh and would have responsibility for:  1) Delivery of exceptional consumer service at Area Level  2) Driving improvements and compliance in the hub, all mandatory processes are followed, and conduct regular audits and feedback sessions with the hub   3) Close collaboration with the CR marketing lead in delivery of ad-hoc projects ranging from creating consumer relations teams to increasing scope of services to launching additional channels/ methods of communication with consumers/healthcare professional/trade/environmental health agencies at area level, with focus on priority markets within each area.   4) Embedding voice of consumer in the organization to drive marketing & promotional campaigns, product improvement, product innovation informed by consumer feedback and needs,  RESPONSIBILITY:  OPERATIONAL-   Delivery of exceptional consumer service requires attention to detail and ability to establish and manage following:   - Working closely with hub management team in driving a high level of consumer service and satisfaction as measured by CSAT score  - 3rd party Workforce management - ensure agents have appropriate levels of training and support including access to relevant material and information   - Hub agents are compliant and have received all necessary GSK training. Any gaps are identified and managed by organizing appropriate training sessions with local leads and hub teams for example LOC brand managers, quality or safety teams etc  - To hold a high level operational awareness of any local compliance & regulatory requirements and ensure these are followed by all hub agents   - Conduct regular audit activity on the compliance of the hub against all operating instructions and controlled documents - to include review of quality of consumer experience in the hub  - Monitor the hub against agreed KPI's and implement / monitor improvement plans  - To act as point of reference / support for potential product issues, difficult interactions with threatening customers, potential legal issues or issues likely to result in media attention - all cases to be escalated to regional leadership team and dealt with as priority.   - Responsibility for developing and maintaining the use of new technology at country level - including seeking efficiencies in existing technology ie CRS application, BT NGCC (BT Next Generation call Centre)   - To become the local point of contact and support use of tools provided by CR team ie social listening and CRS   - Attendance at any PIRC & LIC Councils as needed to input relevant data from consumer contacts   - Take responsibility for briefing the management of any potential issue through appropriate channels   CONSUMER EXPERIENCE MANAGEMENT:  To embed voice of consumer within the organization requires management of following aspects:  - Embed culture in hubs and LOC's of - consumer first- and drive the vision of - one team- across hubs and LOC's   - Relationship Building- with focus on priority markets to ensure country GM, their leadership team, country marketing teams (including Expert Marketing teams) are fully aware of consumer relations offering and utilize it to drive objective of embedding voice of consumer   - Supporting and also driving marketing + promotional campaigns at LOC level based on consumer feedback, drive positive brand sentiment and build share of voice at the country level - collaboration with CR marketing lead  - Reporting & Insights - working closely with CR analysts team to make sure feedback is relevant and converted into insights to drive action such as consumer engagement, change in organization practices, change in how marketers engage with consumers via social/digital media and new age communication methods. Execution in collaboration with CR marketing lead   - Social and Digital Presence- This role will establish consumer relations technology such as listening lab and real time consumer feedback dashboards at LOC level for development of real time marketing campaigns and actions  PROJECT MANAGEMENT :  - From time to time consumer feedback will drive medium to large size projects and initiatives that will need to be established and completed by working closely with multiple stakeholders. Example: Opening new engagement opportunities eg Facebook as a consumer service channel or managing product recalls as per appropriate guidelines   - Setting up consumer relations team in a totally new market or expanding current offering to service more products and channels by working closely with the country teams, Program management teams and Regional Lead for consumer relations  KNOWLEDGE AND EDUCATION:  - Previous experience gained within communications/ brand manager role/ Quality/ Safety would support the cause. Ideally 7 - 10 years experience   - Ideal candidate must be able to demonstrate a high level of understanding and appreciation of customer service delivery - Any previous experience of being in such a role or managing a consumer services team would be highly desirable   - Experience of having worked directly or indirectly in a heavily regulated or controlled environment.  - Proficiency in social / digital media related customer service will be considered a plus

Delhi NCR

GSK - Consumer Relations Service Delivery Manager 

GSK - Consumer Relations Service Delivery Manager  ,Job Description for GSK - Consumer Relations Service Delivery Manager  in GSK in  Delhi NCR for (7-10) years of experience. Apply Now!

Job Description for GSK - Consumer Relations Service Delivery Manager  in GSK in  Delhi NCR for (7-10) years of experience. Apply Now!