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部署・役職名 | Consumer Care Manager (Personal Health Products) |
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職種 | |
業種 | |
勤務地 | |
仕事内容 |
The Consumer Engagement and Care Manager Japan delivers best-in-class consumer care (service journey) and engagement experiences for our consumers across channels. The role focuses on driving exceptional consumer engagement and care in Japan, working with JAPAC / central Consumer Engagement & Care teams and other internal stakeholders. IN THE RESPECTIVE DISTRICT ・Be responsible for improving consumer experiences across consumer touch points including but not limited to contact center and service network ・Be the advocate of the district VOC including internal escalation and acting as a central point for collecting feedback and sharing it with wider business and all relevant stakeholders ・Be the go-to person in the district for Consumer Engagement & Care and link between district and regional/central teams to ensure that all activities/initiatives are successful ・Be responsible for financial commitment for Consumer Engagement & Care ・Drive channel strategy, including a choice of touchpoint to support, based on local requirements and consumer trends ・Actively monitor and analyze consumer feedback including the various web data, call center feedback (phone, email and chat), the NPS questionnaire results, R&R and call back sessions to consumers in order to translate to actionable insights and improvements for the respective district. ・Work closely with regional safety & quality manager in case of safety escalations/recall and ensures 100% escalations compliance including stakeholder management (MT, PR, Quality, Legal, retail) ・Manage all activities related to warranty, including local leniency, exclusions – manage all warranty processes with input from internal/external stakeholders, e.g. local market, D2C, legal, marketing, local authority ・Work closely with Contact Centre to develop process with input and feedback for the district ・Localize and provide the products/systems/technical information and training material the Contact and Repair Centers need ・Provide technical E2E support for internal system/applications ・Accountable for improving Web NPS on .Com consumer support pages ・Be responsible for part Consumer Engagement & Care areas in local NPI process |
応募資格 |
【必須(MUST)】 You're the right fit if:・Bachelor, Master, or comparable practical experience ・Minimum 5 years of professional experience ・Ability to interpret and report on performance. ・Strong analytical skills with the demonstrated ability to problem solve based on LEAN methodology ・Excellent interpersonal communication skills and stakeholder management ・Strong organizational and project management skills. ・Able to present at senior level ・Fluency in both Japanese and business English 【歓迎(WANT)】 Preferred・Experience in Customer Service Management including management of digital channels and self service solutions. ・Working with outsourced partners, improving third party effectiveness ・Passion for the consumer / voice of the consumer capabilities. ・Digital savvy - open-minded to the role of new technologies |
アピールポイント | 外資系企業 女性管理職実績あり 従業員数1000人以上 年間休日120日以上 産休・育休取得実績あり |
受動喫煙対策 | その他 「就業場所が屋外である」、「就業場所によって対策内容が異なる」、「対策内容は採用時までに通知する」 などの場合がその他となります。面接時に詳しい内容をご確認ください |
更新日 | 2024/11/21 |
求人番号 | 4068788 |
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