JOB DESCRIPTION Job Title
Voice of the Consumer & Marketing Planning Specialist Job Description Voice of the Consumer & Marketing Planning Specialist The Voice of the Consumer (VOC) and Marketing Planning Specialist is responsible for analysing VOC data to gather customer feedback and drive action through insights, creating a culture of customer obsession throughout JAPAC, as well as coordinating operations to drive excellence.
Specifically, Voice of the Consumer responsibility is to gather, utilize and amplify consumer feedback through our state-of-the-art NPS and Experience Surveying program and Ratings and Reviews end-to-end program. The Marketing Planning responsibility is to coordinate the annual planning drumbeat between JAPAC & the Region, MCoE, SCoE and the Marketing team operations
Your Role: Analyse VOC insights via NPS, R&R, Social and other forms of consumer feedback along with industry, and competitive learnings. Shares actionable insights and recommendations to market stakeholders across engagement & care and broader local market organization Partner with stakeholders across the organization to develop customer experience improvement initiatives and activates action owners to drive actions Drives R&R & NPS DMB (including D2B, D2C and Marketplace) Owner of technical tooling for Voice of the Consumer (Medallia, Wonderflow) Drives connection and processes between Marketing and Customer Care team Accountable for budgeting consumer experience vs. contact (inc. Contact Centre and Social Care) Drive Brand Strength cross the Zone Coordination of the annual planning drumbeat between JAPAC & the Region, MCoE, SCoE Coordination of the Marketing / Digital and Product meeting coordination Coordination of consumer Immersions programs Support Marketing & Digital DMB & KPI with action plan Support Problem Solving exercises across Marketing and Digital teams Conducts ad hoc in-depth analyses on specific topics to facilitate problem solving. Tracks recommendations made and acted upon resulting in concrete business results. Lead point of contact for Global CoE Team of R&R & NPS You're likely the right fit if you possess: Bachelor's or Masters Degree or comparable practical experience Minimum 4 years of marketing experience Passion for the consumer / voice of the consumer capabilities. Ability to interpret and report on performance. Good analytical skills with the demonstrated ability to problem solve Digital savvy - open-minded to the role of new technologies Strong organizational and project management skills. Able to and communicate ideas at various levels within the company Business English fluency How we work together We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company's facilities. Field roles are most effectively done outside of the company's main facilities, generally at the customers' or suppliers' locations.
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