Associate International Consumer Relations

Location: Mumbai, Maharashtra

Position: Associate International Consumer Relations

Summary:

This is a split role, with over half of the time spent supporting the reporting needs of Global Consumer Relations. As a key player in improving CR reporting, this role is responsible for developing simplified CR reporting capabilities by creating dashboards and issuing consumer feedback reports to internal business partners. This position ensures data accuracy, analyzes consumer comments, and provides insights to the region, business unit, or project team.

The other half of the job entails being the Consumer Relations lead for The Hershey Company - India. As the CR lead for India, the individual is responsible for engaging with consumers professionally via phone, mail, e-mail, and social media while entering all consumer interactions into the CR CRM system. The individual will provide timely and appropriate responses to consumer inquiries and ensure a high level of service and quality to our consumers.  In addition, the role involves maintaining the CR digital knowledgebase of Hershey India products, promotions, campaigns, and handling procedures.

The position works closely with the Marketing Team to receive product information and the Quality Team to handle escalated contacts and reimburse consumers. The ability to collaborate with all levels of the organization, including Directors and Vice Presidents, is required.

Major Duties/Responsibilities:

Reporting and Insight

• Daily review of Quality and non-quality case reports to detect errors and ensure data accuracy.
• Bi-monthly review of nutrition, marketing, and repeater/duplicate cases to detect errors and ensure data accuracy.
• Transforms customer interactions from various platforms into actionable insights for opportunities to enhance products and boost sales/takeaway. Recognizes and conveys emerging trends and issues in customer feedback.
• Constructs and presents crucial insights through presentations and reports on a spontaneous and monthly basis for the organization, its brands, and assets. Establishes and upkeeps reporting dashboards for the use of internal stakeholders.

Engage with Consumers

• Effectively handle conflict situations and negotiate mutually satisfactory resolutions with consumers within compensation guidelines.
• Demonstrate comprehensive knowledge of products spanning all operating groups.
• Conduct in-depth research involving ingredients, food safety, proper usage, and nutritional information for our products.
• Coordinate product retrievals with consumers, Directors of QA, and sales.  Initiate follow-up as needed.
• Responsible for writing and responding to consumer-related inquiries via Social Media channels.

Maintain Knowledgebase

• Collaborate with internal regional partners to obtain product, promotion, and other information related to corporate issues and maintain that information on the CR knowledge base.
• Conduct detailed data analysis, rectified inaccuracies, and provided actionable recommendations, ensuring accurate reporting.
• Support the Digital Analyst Team with ad-hoc tasks to meet traditional consumer engagement operational needs, such as UPC verification, image processing, and nutritional information analysis.

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

The preferred, successful candidate will have:

     Fluency in English and Hindi

     Customer Service Oriented

      Problem-solving/analytical skills

      Decision-making skills      

      Active Listening skills

      Good verbal/written communication skills

      Attention to detail, ability to work with speed and accuracy

      Flexibility

      Ability to work remotely and in teams

      Ability to work with difficult people

      Ability to Comprehend various ways of speaking or writing (informal, slang, formal, regional dialect, etc.)

     Ability to Manage Multiple Priorities

      Effective Organizational skills

      Business Acumen

Minimum Education and Experience Requirements: 

Education: Bachelor degree required

Experience: Experience dealing with customers, distributors, consumers, quality assurance, marketing, and sales teams. Minimum 2 years experience in a related field.