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Sr Coordinator, Digital Brand Management

Company: Nestle USA
Location: Fremont
Posted on: July 21, 2021

Job Description:

POSITION SUMMARY: 
As the world leader in nutrition, health, and wellness for children from birth to toddler, Gerber Products Company is committed to creating a strong future. We joined the Nestlé Nutrition family in 2007 and have been a partner in parenthood ever since. Our Anything for Baby team works closely with experts to create products that enrich and establish healthy habits for children and are good for the planet as well. A career at Gerber provides meaningful opportunities to develop professionally, and nurture generations to come. Now is the time to define your future, and ours too.

Specializes in digital programs and channels offered by brands supported by our Consumer Engagement Services (CES) team including Social Media, Ratings & Reviews, and Loyalty Programs. Acts as liaison between brand marketing communications teams and CES, staying up to date on engagement strategies, digital offerings, and technical issues. Pursues appropriate, fresh responses, and escalates potentially viral issues. Provides leadership support to CES team members. Handles second tier and escalated contacts as needed.                        
                        
PRIMARY RESPONSIBILITIES:
•Ensure the effective handling of Nestle Nutrition consumer and Healthcare Professional contacts which are received through digital/social media channels and/or pertain to digital programs provided by our brands. Ensure adherence to company Standard Operating and Work Procedures.  Provide complete follow through on highly visible and sensitive contacts and ensure escalations are enacted as needed.   Support department goals by interacting with consumers when needed            
•Perform daily back-end tasks to support digital/social media contacts such as extracting and loading internet reviews and questions from source systems, monitoring sources for missing interactions, status reporting, posting brand responses on select sources, pursuing support from vendors as needed, quality checking frontline contacts, and answering help requests            
•Coordinate with agencies and marketing teams to understand upcoming digital initiatives and to create validated responses for Consumer Engagement Services team members to use in responding to consumers on digital/social media platforms                
•Proactively provides feedback and coordinates training opportunities with Workforce Capabilities team based on knowledge of upcoming programs, issues, brand team requests, etc. Also assists with training material development and execution as needed                
•Collaborate with agencies, legal team, quality assurance, marketing, internal leadership, and other cross functional teams to reduce and eliminate risk of litigation and protect brand image. Proactively identify and report on sensitive consumer interactions that may require additional monitoring for potential viral impact to the business            
•Participate in creating processes and protocols for new digital/social media platforms            
 

REQUIREMENTS AND MINIMUM EDUCATION LEVEL:
•Bachelor's degree or equivalent consumer affairs/customer service experience                
•Minimum of 1-2 years’ experience as a consumer engagement specialist in a comparable business. A thorough knowledge of internal procedures, processes and company products is preferred 
•Experience in training/coaching is preferred                

•Excellent written and verbal communication skills
•Awareness of social media etiquette and protocol
•Customer and quality focused; assigns high priority to customer satisfaction
•Solid to advanced PC skills
•Excellent organization, prioritization, and multi-tasking skills
•Sold knowledge of basic business processes, workflows, and systems
•Proven leadership and ability to collaborate with others to provide support, general direction, and guidance
•Ability to share outcomes of situations, programs, and promotions with others, as well as recommendations

The Nestlé Companies are an equal employment opportunity and affirmative action employer seeking diversity in qualified applicants for employment. All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Keywords: Nestle USA, Grand Rapids , Sr Coordinator, Digital Brand Management, Other , Fremont, Michigan

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