Business & data consumer relations analyst

Job Location: Providencia, Jalisco

Summary:

This position is responsible for analyzing global Consumer Relations (CR) data to provide trending reports and insights to the Consumer Relations department and its constituents (e.g., Marketing, Sales, Quality, Legal) so that the business can make effective decisions.

The individual filling this role will assist the CR Manager in providing oversight to day-to-day operations, including coaching the outsourced call center agents, reviewing C/ARB submissions for Mexico, Brazil, and South America, and entering Mexico, Brazil, and South America content into the CR knowledgebase. He/she will also play a part in the execution of special projects (e.g. implementation of AI and automation, execute process improvements, etc.)

Responsabilities:

Reporting and Data Analysis - He/She will also analyze global consumer data to detect communications, promotions and reimbursement trends and report consumer marketing insights to the appropriate teams within Marketing and Chocolate World as well as internal global CR team to enhance effective business decisions. Support outsourced Call Center Representatives as per department SOPs; Provides assistance for ongoing global training. 

Mexico, Brazil, South America support – C/ARB, CR knowledgebase

Participating in special projects within the Consumer Relations department.

Education:

-  Bachelor degree in Business, Communications,  IS or related field.

-English Advanced

Experience:

- 2+ years of business experience.

-Working with data, understand consumer/customer service department.

-Excel & dashboard building.

-Strong analytical position, reviews consumers, data accuracy, trends in data, data analysis & reporting, work with mkt team, partner with corporate communication, team with corporate. Global team (US, Canada, Mexico, LATAM, India, China)

Additional knowledge:

-Strong attention to detail

-Strong verbal and written communications skills

-Strong process/operations management capabilities

-Strong initiative

-Results orientation

-Strong people, interpersonal skills

-Strong problem-solving/analytical abilities

-Strong priority management

-Good facilitation skills

-Strong business knowledge

-Good knowledge of systems and database structures/reporting

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