Consumer Engagement Specialist

Work Setup: Fully Remote

Location: Makati, Metro Manila, Philippines

Summary:

The Consumer Engagement Specialist will be the voice of The Hershey Company to consumers in various digital communication formats. The Consumer Engagement Specialist will execute against the many Hershey brand’s day-to-day “tone of voice” in response to consumer comments/inquiries received via online product reviews, emails, text messages, and letters.  This position is responsible for responding to online product reviews made by US consumers on retail customer pages (Amazon.com, Walmart.com, Target.com) as well as our own brand websites.The Consumer Engagement Specialist helps drive consumer loyalty through direct engagement, and their replies to online reviews also signal to future purchasers of our products that, should they have an issue with our products, we will be there to support them.

Major Duties/Responsibilities:

Written Consumer Engagement (90%)

• Help build consumer loyalty by fostering an effective and authentic relationship with consumers.  By following SLAs and our pre-defined best practices for consumer engagement, promptly respond to consumers to address their product/company concerns as well as answer their inquiries. Responsible for writing and responding to consumers via online product reviews and other digital communication channels (e.g. email, text, letters, etc) 

Consumer Relations Operations Support (10%)

• Assist the Global Consumer Relations Team with ad-hoc assignments to support other traditional consumer engagement operational requirements (e.g. data quality reviews, reporting, etc).

Minimum knowledge, skills and abilities required to successfully perform major duties/responsibilities:  

The preferred, successful candidate will have

• BA/BS in Communications, PR, English, Marketing or other related field
• Excellent writing, editing, and communication skills is absolute must
• Experience engaging with consumers
• Ability to adapt and differentiate between various brand voices/tones/personalities
• Independent self-starter
• Ability to prioritize work
• Detail-oriented
• Great team player and communicator
• Must enjoy working in dynamic and fast paced environment
• Strong interest in the consumer experience and desire to champion our consumers

Minimum Education and Experience Requirements:

Education: Bachelor’s Degree required, in Communications, PR, English, Marketing or other related field

Experience:

• Must have at least 1 to 2 years of related experience
• Excellent Written/Verbal English Skills
• Amenable to a shifting schedule of morning shift (9AM to 6PM)