Digital Analyst within Consumer Care

Employer
Undisclosed Company
Location
Wokingham, Berkshire
Salary
Up to £26000 per annum
Closing date
23 Nov 2020
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We have a fantastic opportunity to join the world's most broadly-based healthcare company supporting their business as a Digital Analyst within Consumer Care. This is a full time (Monday to Friday - 37 hours) temporary role for up to 12 months, based on their prestigious site in Pinewood, Wokingham, paying £26,000 per annum, pro rata. (Please note this role in the first instance will be working from home but will become office based)

Role Summary:

The Consumer Care Digital Analyst for Northern Europe (NE) Cluster responsibilities include:

  • Main North Europe Consumer Care contact to liaise with Digital, Social Media, eCommerce, Market Research and Direct to Consumer teams in the business
  • Ensuring compliance and effective processes in Digital, SoM, eCommerce and Direct to Consumer activities supported by Consumer Care
  • Ensuring targeted Consumer Care support for cluster business partners within Digital / Social Media scope
  • Ensuring business partner engagement, enabling Consumer Care to brief the vendor
  • Considering Global Consumer Care/Global Marketing Services strategy for local business
  • Influencer Marketing support
  • Explore Social Listening opportunities with local business
  • Close collaboration with Digital Marketing Team

Role Responsibilities:

  • Coordination of Social Media (SoMe), eCommerce, Direct to Consumer (DTC) and Market Research (MR) activities in alignment within cluster business functions and Regional Consumer Care
  • Demonstrates and shares knowledge about functionalities of digital communication channels
  • Coordinating the Social media teams at external Call Center vendor in alignment with business partners and regional Consumer Care Management
  • Coordination of support/resource requirement for eCommerce and DTC activities for the cluster
  • Ensure compliance of vendor staff regarding SoMe trainings in accordance with Regional
  • Support the implementation of new Consumer Care business services
  • Ensures business continuity within Consumer Care/External Call Centre & Digital team
  • Provide analysis and prepare reports
  • Provide basic training to new employees as part of local compliance training on behalf of Consumer Care
  • Once back in the office there will be some travel to High Wycombe for meetings

Skills and Experience

  • 1-2 year's experience in similar role
  • Excellent verbal and written communication skills
  • Knowledge/experience of working with Social Media platforms e.g. (Snapchat, Facebook, Instagram, YouTube, Snapchat, Pinterest…)
  • Experienced in working with data intake tools g. Salesforce, Social Studio, Reputation Studio
  • Experience with eCommerce platforms e.g. Amazon.co.uk
  • Strong consumer understanding
  • Strong service and solutions mindset
  • Strong analytical skills
  • Strong understanding for Quality and Compliance
  • Ability to handle complexities
  • High level on stress persistency
  • Capability to adapt to our fast-moving business
  • Ability to translate consumer feedback into actionable consumer insights
  • MS Office
  • Experience in using Consumer Care Contact Management system/s and Social Media tools
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