Consumer Relations Operations Specialist

Job Location

SEOUL THREE IFC OFFICE

Job Description

Passionate about working for the world’s largest consumer goods company? Seeking an organization whose values & purpose underpin & guide your daily actions? Want a rewarding career where the focus is on continuous learning & growth?

At Procter & Gamble (P&G), our outstanding and trusted brands such as Downy, Febreze, Oral-B, Gillette, Braun, Pantene, Head & Shoulder, and SK-II touch & improve the lives of almost 5 billion consumers across the world every single day. We’ve been a successful global company for over 180 years and it’s our people that are the heart of our success. If you have an ambitious spirit, a real passion for winning, and are seeking continuous learning and development opportunities, apply to P&G today.

About the Role

This role is a business & technical associate position, and you will be supporting the team by leading multiple operational systems and processes related to consumer and partner management.

As a Consumer Relations Specialist, you will drive daily operational excellence by developing and delivering plans aligned with the strategic direction of the Consumer Relations team. Your goal is to ensure superior consumer satisfaction and build loyalty with both consumers and partners, collaborating closely with our vendors to achieve this daily operational excellence.

You will lead multiple operational systems and processes for the team, acting as a consumer advocate to ensure their perspective influences business decisions and help resolve or prevent consumer issues. Through these operations, you will identify opportunities to build capability of agency partners accountable for our various consumer channels.

Key success drivers for this role are operational excellence, diligent process oversight, effective service delivery, and vendor training knowledge management. You will be the seamless link to the Business Teams, serving as an operations expert and daily team support. This role reports to the Korea Client Service Delivery Manager. You will work alongside teammates in Korea and have the opportunities to collaborate remotely with CSD partners across the region.

Your responsibilities:

• Manage the central knowledge base, ensuring product lineups and information are consistently maintained and updated
• Provide daily support to vendor partners, equipping them with the necessary brand/product knowledge and tools for consumer fulfillment, while also tracking and assessing internal operational metrics to drive their performance
• Assess and advise on case management, guiding vendor partners through complex cases using Standard Operating Procedures (SOPs) and stakeholder guidance
• Manage consumer interactions with P&G in various eCommerce channels by collaborating with vendors and monitor their activity and performance, and coach to drive their excellence to satisfy our consumers
• Conduct daily operational reviews of contact handling systems and consumer interactions, identifying required actions and next steps to ensure excellence
• Prepare for new initiatives by monitoring brand activities, collaborating on the creation of FAQs, and maintaining consumer-facing knowledge articles
• Perform reporting and analytics to stay ahead on contact/consumer trends and enable brand stakeholders to strengthen strategy
• Manage budget administration and tracking to ensure the smooth operation of vendor partnerships

Job Qualifications

Qualifications

• A minimum of a bachelor’s degree from an accredited university, any major
• Minimum 1 year of full-time work experience –  while prior experience in the consumer service industry is preferred, we welcome candidates with a strong desire to learn and grow in this field. (We also welcome those who would like to restart their career in this field)
• Proficient in spoken and written Korean, and able to communicate in English
• Operates with Excellence – Able to fully prioritize and work with a high degree of agility & flexibility
• Leads – Have ownership to identify and ask for help on potential issues, recognize opportunities that enables you and others to achieve the vision/objective
• Collaboration – Serve as a key link with teammates and clients
• Analytical – Strong ability to analyze data, make logical connections, think and act conclusively and adopt change

About Us:

We produce globally recognized brands, and we grow the best business leaders in the industry. With a portfolio of trusted brands as diverse as ours, it is paramount our leaders are able to lead with courage the vast array of brands, categories and functions. We serve consumers around the world with one of the strongest portfolios of trusted, quality, leadership brands, including Always®, Ariel®, Gillette®, Head & Shoulders®, Herbal Essences®, Oral-B®, Pampers®, Pantene®, Tampax® and more. Our community includes operations in approximately 70 countries worldwide.

Visit http://www.pg.com to know more.

Job Schedule

Full time

Job Number

R000149595

Job Segmentation

Entry Level