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Associate Manager, Consumer Insight & Business Analytics

Malaysia Job ID 1147
Job Number1147
Kuala Lumpur,Malaysia

Summary:

As the Associate Manager, Consumer Insight & Business Analytics, you will be responsible for consumer care and manage the outsource call center vendor relationships and contracts for all countries in the Cluster. You will safeguard the consumer relationship, the company’s goodwill standing with consumers, mitigate liability and risk of consumer contacts and ensure proper controls and adherence to Global Consumer Relations Center (CRC) consumer care standards.

Essential Duties and Responsibilities:

  • Safeguard the consumer relationship with the company in the regions / countries assigned
  • Adhere to Global CRC consumer care standards and protocols to ensure consistent, effective and efficient operations with external call center vendor(s); implement any audit recommendations in region
  • Own and manage outsource call center vendor relationship, day-to-day needs; ensure vendor deliverables (SLAs / KPIs) and contract compliance in all outsource call center vendor(s) activities
  • Act as first line of defense to manager escalated topics internally / externally in region / local country, escalate / liaise with Global CRC Racine and Legal when warranted
  • Support all in-market consumer response (inquiries, where buys, issues, general) including setup and information for new products launches, product in-market and report of customer feedback to Global CRC

Required Skills / Experience / Competencies:

  • Bachelor’s in any related field
  • Minimum 5 to 7 years' operational management in inbound Consumer Packaged Goods (CPG) consumer affairs
  • Call center management expertise and experience with in-house and outsourced inbound call center environment (minimum 5 years inbound CPG consumer affairs experience)
  • Knowledgeable in the laws, marketplace and consumer behavior and expectations for all countries in the Cluster

Job Requirements:

  • Permanent – full time job

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