Senior Mgr CIC

募集要項

仕事内容

●Position Overview
・Protect brand image and corporate reputation by building a good relationship with external stakeholders including digital (social media，website，AI chat bot)on behalf of our system in Japan
・Lead Best-in Class Consumer Engagement platform and capability across our system in Japan.In partnership with Bottlers focusing on spearheading consumer communication with robust strategy and operating CIC platforms properly.
・Manage IMCR Risk through initial risk assessment on a daily base.
●Function Specific Activities
[1]Active Ambassador:Manage Consumer communication directly on behalf of our system in Japan
・As a head of CONSUMER SERVICE CENTER，manage consumer care operation
-Quality assurance of CONSUMER SERVICE CENTER communication
-Management of CONSUMER SERVICE CENTER training and exercise leadership in outsourcing CONSUMER SERVICE CENTER members
-Management of daily issues and consumer complaints and solve the problems.
・Design，execute and operate the comprehensive CIC strategy to enhance Consumer Satisfaction.
-Strategize the long-term vision toward the ideal future CONSUMER SERVICE CENTER structure and operation.
-Deliver high quality service/information to consumers，interacting with them，in order to further strengthen corporate reputation and Brand reputation.
-Leverage and interact with the global/Pacific resources (IMC，PAC，K&I and BS)to bring the best results.
[2]Digital Communication:Lead Digital Consumer Communication through Social Media Center and Website
・Manage the social media interaction for marketing support and risk management
・Develop the contents of Frequently-Asked-Questions page for consumers on Journey website
[3]Bottler Management:Oversee bottlers’consumer communication in compliance with KORE and ISO 10002 management system
・Align with bottlers and Strengthen their capability for consumers’problem solving
・Plan and execute bottler meetings，develop unified manual &training programs
[4]Consumer Voice Analysis:Deliver consumer voice and insight to internal stakeholders to build consumer centric band portfolio
・Analyse social media and consumer voice，and deliver results
・Manage daily issues/consumer complaints and quickly analyse/report to IMCR team to ensure compliance and risk management.
・Knowledge Management:Develop CONSUMER SERVICE CENTER internal Q&A
・Manage and lead the entire CONSUMER SERVICE CENTER by coordinating with cross-functional project team.By assessing consumer data and reporting to all relevant internal stakeholders，and strategize the interaction with consumers from all angles.
[5]Risk Management
・Detect signals of IMCR risk through initial risk assessment and social media listening
・Manage the IMCR as back-up
[6]Industrial Relations:Stakeholder engagement as a consumer affairs specialist
・Enhance our relationship with JAPAN SOFT DRINK ASSOCIATION，National Consumer Affairs Center in Japan，Group of Consumer Affairs Specialists and responsible departments of consumer affairs in other companies
・Manage and develop Japan business unit’s relationship with leading digital influencers
[7]Project Management
・Develop，manage and execute brand communication(s)within the Japan business unit’s Public Affairs &Communications team framework.
・Manage a project in line with an integrated marketing communications plan and objectives.
・Ensure commitments are met by monitoring，assessing，and resolving variances in budget，timing or quality of work.

経験・資格

※求人情報の応募要件全てに該当しなくても、企業様に対して内々に打診したり相談することが可能な場合もございます。一つでも当てはまる方は前向きにご検討下さい。

●Job Requirements
●Active Ambassador:Manage Consumer communication directly on behalf of our company’s system in Japan
As a head of CONSUMER SERVICE CENTER，manage consumer care operationQuality assurance of CONSUMER SERVICE CENTER communication
Management of CONSUMER SERVICE CENTER training and exercise leadership in outsourcing CONSUMER SERVICE CENTER members
Management of daily issues and consumer complaints and solve the problems.
Design，execute and operate the comprehensive CIC strategy to enhance Consumer Satisfaction.Strategize the long-term vision toward the ideal future CONSUMER SERVICE CENTER structure and operation.
Deliver high quality service/information to consumers，interacting with them，in order to further strengthen corporate reputation and Brand reputation.
Leverage and interact with the global/Pacific resources (IMC，PAC，K&I and BS)to bring the best results.
●Digital Communication:Lead Digital Consumer Communication through Social Media Center and Website
Manage the social media interaction for marketing support and risk management
Develop the contents of Frequently-Asked-Questions page for consumers on Journey website
●Bottler Management:Oversee bottlers’consumer communication in compliance with KORE and ISO 10002 management system
Align with bottlers and Strengthen their capability for consumers’problem solving
Plan and execute bottler meetings，develop unified manual &training programs
●Consumer Voice Analysis:Deliver consumer voice and insight to internal stakeholders to build consumer centric band portfolio
Analyse social media and consumer voice，and deliver results
Manage daily issues/consumer complaints and quickly analyse/report to IMCR team to ensure compliance and risk management.
Knowledge Management:Develop CONSUMER SERVICE CENTER internal Q&A
Manage and lead the entire CONSUMER SERVICE CENTER by coordinating with cross-functional project team.By assessing consumer data and reporting to all relevant internal stakeholders，and strategize the interaction with consumers from all angles.
●Risk Management:
Detect signals of IMCR risk through initial risk assessment and social media listening
Manage the IMCR as back-up
●Industrial Relations:Stakeholder engagement as a consumer affairs specialist
Enhance our relationship with JAPAN SOFT DRINK ASSOCIATION，National Consumer Affairs Center in Japan，Group of Consumer Affairs Specialists and responsible departments of consumer affairs in other companies
Manage and develop Japan business unit’s relationship with leading digital influencers
●Project Management:
Develop，manage and execute brand communication(s)within the Japan business unit’s Public Affairs &Communications team framework.
Manage a project in line with an integrated marketing communications plan and objectives.
Ensure commitments are met by monitoring，assessing，and resolving variances in budget，timing or quality of work.
●Years of Experience
・7-10 Years Experience
●Leadership Behaviors
・DRIVE INNOVATION:Generate new or unique solutions and embrace new ideas that help sustain our business(encompassing everything from continuous improvement to new product and package innovation).
・COLLABORATE WITH SYSTEM，CUSTOMERS，AND OTHER STAKEHOLDERS:Develop and leverage relationships with stakeholders to approximately stretch and impact the System (Company and Bottler).
・ACT LIKE AN OWNER:Deliver results，creating value for our Brands，our System，our customers，and key stakeholders.
・INSPIRE OTHERS:Inspire people to deliver our mission and 2020 Vision，demonstrate passion for the business and give people a reason to believe anything is possible.
・DEVELOP SELF AND OTHERS:Develop self and support others’development to achieve full potential.

※更なる詳細事項はカウンセリング（面談）時にお伝えします。

勤務地

東京都

Recruiting No.

01000655000232

企業情報

社名

外資系飲料メーカー

事業内容

清涼飲料の製造販売