Lead - Consumer Care Engagement - FMCG

Job Description:

- As Consumer Care Engagement Lead, you will be responsible for orchestrating the companies Digital / Social Consumer CARE ecosystem, orchestrating seamless, consumer-centric interactions. The focus is being "Brand Advocates" through social expertise, AI integration, and actionable consumer insights, bridging the gap between the CARE team, Brands, Divisions, and external partners.

Client Details:

Our client is a global tier 1 FMCG

Description:

Orchestrate All Digital Conversations: Lead to ONE Conversation by delivering high-quality, "influencer-like" engagement across all our social media channels and online review platforms, ensuring every interaction maintains the specific tone and purpose of our iconic brands. Owning all the key metrics that drive both efficiency and efficacy.

- Master Our Engagement Technology: Take full ownership of our key social engagement platform, managing its performance, identifying opportunities for improvement with zone / global counterparts, accountable for dashboards to enhance our capabilities.

- Champion the Voice of the Consumer: Act as the internal advocate for our consumers, translating their feedback and needs into actionable insights that drive empathy and personalization across the business.

- Identify and Drive Future Opportunities: Keep a pulse on emerging trends in beauty and digital CARE (like conversational commerce, Ratings & Reviews), translating them into strategic business opportunities and forging partnerships with our wider internal digital, marketing, and insights teams to bring them to life.

- Drive Innovation in Care: Lead the integration of AI tools and new technologies into our workflows to improve efficiency and the quality of our responses, ensuring a seamless, modern consumer experience. E.g. Bots, Agentic AI etc

- Tell Compelling Stories with Data: Use your expertise to transform CARE data into high-impact visual presentations and newsletters for brand and division leaders, showcasing the strategic value of consumer engagement with the Consumer Care team.

- Deliver a Concierge Experience: Shape and lead a "Consumer Care Concierge" service, moving beyond reactive support to offer personalized advice, anticipate consumer needs, and create exceptional, high-touch brand experiences.

Profile:

- We are looking for a true digital native with a passion for building communities and fostering brand loyalty. You are an expert communicator who thrives on the fast-paced nature of social media and sees consumer care as a strategic function for brand growth.

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