Vaga de Emprego: Consumer Experience Sr Manager
Estado: SP
Cidade: São Pedro
Position Summary:
The Consumer Experience Senior Manager is responsible to manage, integrate and implement all consumer touchpoints with excellence throughout the company. Operationnally, it means to orcherstrate and influence all consumer facing departments inside PRBrasil and escalate them hand in hand with internal resources and third party vendors (agencies, media outlets, research companies) in order to deliver a seamless & comprehensive experience to our consumers regardless the touchpoint.
In collaboration with the Marketing Director and in tight partnership with the A&I Manager and Brand Management team, this role implements an effective consumer & shopper relationship management system to foster consumer centricity at PRB. This role, oversees the day to day brand communication based on consumer insights and operations to ensure delightful experience aligned with brand houses ambition and local consumption pool.
Consumer Experience Head is in charge of managing 2 main teams, which follows bellow:
Communication Strategy, PR, Influencers and Content: using ESOP model to create and amplificate branded content
Consumer Connections and Journey: media, first party data and Drinks& Business (PRB online flagship store) strategy
This role must constantly keep consistency amongst the team to deliver best in class deliverables. That means material and services completing marketing objectives of PRB.
He/She will assist the Marketing Director in creating synergetic consumer centricity culture across the organisation. This means liaise with the internal PRB Teams to understand their concerns, ideas and propose solutions to secure fruitful seamless consumer experience. It includes as well proactive communications as external partner meetings (Meet&Greet), share PR best cases, suggest innovative marketing mechanics. As well champion the digital mindset & capabilities inside PRBrasil employees, shared with regional and HQ stakeholders & key partners.
Key Responsibilities
The objectives of this role is (a) to manage the CEX Team to deliver expected assets and services to all PRB (b) in collaboration with Brand Management team, to set up a data-driven service offering based on KPIs measurement, (c) to internally advocate the benefits of equalized vision of consumer experience, as well being a champion of digital transformation & internalizing capabilities required to achieve it.
Project management
People first: lead a multi-faceted and tech/platform savyy team to facilitate central oversight of consumer experience.
Focus on synergies, organizational learnings, change management, holistic perspectives, creativity. Centralized consumer experience programs, which includes research and analytics
Results & performance measurement and benchmarks: Establish and roll-out reporting tools to show added-value on consumer centricity initiative. This implies KPIs, metrics but also qualitative criterias such as creativity and innovative mechanics. Each deliverable is supposed to impact marketing objective (5Cs).
Process/SLA: set up clear ways of work with respective stakeholders @ PRB ;
In charge of internal skills learning curve assimilation and resource internalization to guarantee CEX escalability and third party vendors management (i.e: agencies, pools, media partners)
Business Leadership:
Establishing a sustainable and long lasting consumer experience structure providing added-value results to all PRB entities.
Leadership competencies:
Act as the advocate of consumer centricity culture through seamless and unified consumer experience.
Key areas of work
Management
Manage respective teams to deliver best in class services to PRB stakeholders in timely manner
Establish strong binding with A&I Senior Manager and Brand Management team to create virtuous circle of consumer centricity culture. As well with key internal stakeholders (Trade & E-commerce teams inside sales)
Agency Relationship
Optimize the collaboration with agencies (Brand and Media) in order to engage the knowledge transfer to PRB when relevant;
Collaboration with PRB entities
Perfect understanding of role, objectives and responsabilities of all PRB entities.
Proper communication at every level of the company meaning understandable, educating and simplified communication.
Key point of contact for Southern Latam Region with Emea-Latam Region and HQ in relation to digital projects, initiatives and strategy.
Escolaridade: Ensino Superior completo
Experiências:
Skills / Qualifications / Experience:
Manage multi disciplinary teams in order to achieve integrated results
Strong skills in talent management, influence & leadership of non direct reports
Demonstrated political skills in corporate environment
Full expertise in media, strategy, content, consumer journey and PR/influencers activities
Energetic collaborator focused on deliverables
Data-driven mindest, KPIs result oriented
Influential communicator
Tech savvy
Demonstrated experience and education in Consumer Engagement
E-commerce/ D2C operations experience is a diferentition
Proficiency in English
Local network on digital industry
Special Conditions:
Ad-hoc travel required -national and/or international, aprox. up to 10% of total work time.
Salário, benefícios e observação:
Salário: a combinar
Tipo de Contrato: CLT (Efetivo)
Benefícios: Plano de saúde, Plano odontológico, Auxílio mobilidade, Carro , Previdência privada, Participação nos lucros, Seguro de vida, Vale alimentação, Vale refeição, Notebook, Celular
E-mail para envio do CV: vaga.yh2480c@vsp.recrutasimples.com colocando no assunto Consumer Experience Sr Manager + Vagas Urgentes SP
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