Digital Analyst within Consumer Care

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