Job Description

Established in 1806 as a small soap and candle business in New York City, Colgate-Palmolive is now a truly global company with products sold in over 200 countries and territories under such internationally recognized brand names as Colgate, Palmolive, Softsoap, Irish Spring, Protex, Sorriso, Kolynos, elmex, Tom's of Maine, Sanex, Ajax, Axion, Soupline, Haci Sakir, Suavitel, PCA SKIN, EltaMD, Filorga and Hello as well as Hill's Science Diet and Hill's Prescription Diet.

Colgate-Palmolive is a leading consumer products company that serves hundreds of millions of consumers worldwide with brands and products across four core businesses – Oral Care, Personal Care, Home Care and Pet Nutrition. We are committed to offering products that make lives healthier and more enjoyable, and programs that enrich communities around the world.

Every day millions of people trust our products to care for themselves and the ones they love. Our goal is to use our technology to create products that will continue to improve the quality of life for our consumers wherever they live.

A career at Colgate-Palmolive is an excellent opportunity if you seek a global experience, constant challenge, and development opportunities in an environment that respects work/life effectiveness.
Information at a Glance
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Job Title:  Assistant/Associate Consumer Affairs Digital Channels Manager
Travel Required:  Travel - up to 10% of time
Posting Start Date:  2/2/21
On-site

Relocation Assistance Offered Within Country
# 91701 - New York, New York, United States

 

 

The Assistant/Associate Consumer Affairs Digital Channels Manager is responsible for connecting Consumer Affairs to the business and the business to Consumer Affairs; while being viewed as the internal and external expert, particularly as it relates to digital channels. This highly collaborative role involves participating on cross functional teams, developing appropriate and effective Consumer Affairs digital support plans (spanning Social Media community management, Ratings & Reviews, Direct To Consumer (DTC), etc.), coordinating with both North America (NA) and Global for rollouts and company initiatives, supervising voice of consumer reporting and social media monitoring and responding as well as ensuring the Consumer Affairs systems and tools are accurately setup for this vital support (initiating and approving metadata requests, allocating fields, ensuring all data is collected detailed and reported on consistently), and ensuring the consumer experience for new brands and growth initiatives are planned for and incorporated into the Go To Market strategies for success.

 

They are also responsible for being the conduit to the NA Contact Center by ensuring timely and extensive knowledge transfer and training related to our business, brands and products. This includes leading all systems and processes which enable the Contact Center to provide the best consumer experience.

 

The role should be aligned and guided by the Global Consumer Affairs Mission and Vision.

 

Main Job Functions:

 

Develop and Ensure support of new brands and growth initiatives to drive outstanding Consumer Experience:

  • Participate on cross functional teams supporting our commercial initiatives.
  • Provide and plan for effective Consumer Affairs Digital support, including coordinating tool setup, specific social media responses in the brand voice for each initiative and ensure accurate handling at the contact center.
  • Project leads for all aspects of digital support including orders & logistics planning and executing in Shopify, Ratings & Reviews on ecommerce platforms, support and execution of Help Centers in Zendesk if needed, website support page integration, bots and FAQs.
  • Build and implement engaging training and monitoring for the center to ensure retention, compliance and reporting of these digital channels.
  • Actively research new innovative brand/company's Consumer experience and Support to build case studies of what to do and what not to do.

 

Support Associate Director in management of social and digital processes and integration:

 

  • Support Contact Center Connected team, who handle all social media, DTC, and SMART Devices by ensuring their processes and procedures are as effective and efficient as possible.
  • Responsible for ensuring Helpdesk articles from DTC and Connected Devices are accurate and in the Tone Of Voice (TOV) of the associated brand.
  • Be liaison to DTC and Ecommerce teams to ensure product coverage accuracy is maintained.
  • Lead and maintain Social Media response guide. Updating with the latest corporate and product issue communications.
  • Ensure Social Media up to date with all Facebook, Instagram & Twitter streams, power reviews streams, top 500+ Amazon ASINs.
  • Partner with Brand and Impactful Brand Experience teams on specific Brand Voice books and messaging. This will include training for consistency, quality control of responses and ensuring differentiation and authenticity.
  • Partner with DTC team to lead processes, keep the team and tools updated on the latest news and bring the consumer experience awareness.

 

 

Integration into the Business. The  Consumer Affairs Digital Channels Manager actively participates in initiatives to achieve business growth, promote the Consumer Affairs Function and ensure relevant consumer feedback is incorporated and act on. This effort includes, but is not limited to:

 

  • Proactive integration with the Brand teams to provide accurate training, documentation, understanding of new products, product modifications, Campaigns, Activations, Sustainability, Issues.
  • Keep current on consumer issues, market activity, competition and products with relevance to C-P businesses.

 

Find opportunities to connect with C-P users and provide insight and information for various business initiatives - i.e. working with Insights to better understand people's concerns, questions, and delights through existing knowledge or eliciting feedback.

 

Basic requirements:

  • College/University degree.
  • 5 – 7 of minimum years of work experience.
  • Prior experience as Social Media Community Manager or involvement with Consumer Care.
  • Excellent written communication.

 

Preferred requirements:

  • Experience with Shopify, Zendesk, Astute, Sprinklr, Social Bakers and/or CSR.

 

 

 

Equal Opportunity Employer
Colgate is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status (United States positions), or any other characteristic protected by law.

Are you interested in working for Colgate-Palmolive? You can apply online and attach all relevant documents such as a cover letter and resume or CV. Applications received by e-mail are not considered in the selection process. Become part of our team. We look forward to your application.

Colgate-Palmolive is a leading global consumer products company, tightly focused on Oral Care, Personal Care, Home Care and Pet Nutrition. Colgate sells its products in over 200 countries and territories around the world under such internationally recognized brand names as Colgate, Palmolive, elmex, Tom’s of Maine, Sorriso, Speed Stick, Lady Speed Stick, Softsoap, Irish Spring, Protex, Sanex, Elta MD, PCA Skin, Ajax, Axion, Fabuloso, Soupline and Suavitel, as well as Hill’s Science Diet and Hill’s Prescription Diet. 

For more information about Colgate’s global business, visit the Company’s web site at http://www.colgatepalmolive.com. To learn more about Colgate Bright Smiles, Bright Futures® oral health education program, please visit http://www.colgatebsbf.com. To learn more about Hill's and the Hill’s Food, Shelter & Love program please visit http://www.hillspet.com. To learn more about Tom’s of Maine  please visit  http://www.tomsofmaine.com.

Reasonable accommodation during the application process is available for persons with disabilities. Please contact Application_Accommodation@colpal.com with the subject "Accommodation Request" should you require accommodation.
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