Brand Liaison Specialist at Nestle

• We are looking for a Brand Liaison Specialist who will manage Nutrition specific, other Nestle product category specific queries and fully support Consumer Engagement Services (CES) team with sensitive medical issues including liability claims escalations to win with brands and develop/maintain brand reputation.
• The Brand Liaison Specialist will acquire knowledge from all the brand teams on product and promotional activity for the ESAR Consumer Engagement Services Team, operationalise this knowledge and analyse, collate and share the key learnings and/or trends from the consumer with the relevant business stakeholders to help deliver profitable growth.

A day in the life of the Brand Liaison Specialist:

Consumer Engagement Services Operations

• Work in an aligned and collaborative manner with NBS to ensure best practices are applied when managing simple (Tier 1 and Tier 2) contacts.
• Support escalated Complex/sensitive (Tier 3) contacts following guidelines developed at Global / Zonal / Zone Category level or at market level for local brands and specificities.
• Decode quality assurance reports to consumer feedback to reassure consumers after an adverse event.
• Alert and collaborate with internal stakeholders (e.g. Marketing, Quality Assurance, Corporate Communications etc.) on potential issues, crisis and errors.
• Support the proactive management of observed emerging issues working with Corporate Communications and CES operations to drive, shape and protect our brands and reputation.

Production Renovation & Innovation

• Generate consumer insights reports for consumer engagement data supporting renovations & innovations for brands.
• Partner with brand and other relevant internal stakeholders to stay abreast of launches and changes within brand space gathering all necessary product and activity knowledge to implement with the CES team.
• Align inputs, bring category expertise to the operation teams: training on product knowledge, brand storytelling and tone of voice (provide content and prepare supporting materials when needed).

Support Consumer Engagement Services Strategy

• For local brands: help developing overall CES strategy and support operation teams to apply it.
• Ensure that the execution from operation teams is done respecting the defined Zone category strategy and market specificities. 
• Lead locally CES category projects: product launches, promotions, content expertise for self-service (FAQ, bots, etc.).
• Conduct Audits on quality of service and consumer experience to identify opportunities and area of improvements.

What will make you successful

• Bachelor’s Degree in Dietetics or Nutrition. Registration with the Health Professional Council of South Africa (HCPSA) as a Dietitian/Nutritionist.
• 2 – 3 years of experience in Paediatrics/Chronic Disease Management in Clinical/Public Health or as a Medical Delegate.
• Knowledge of Nestlé Infant Nutrition products and competitors
• Experience with Department of Health & Manufacturing Regulations (e.g. WHO Code R991, Labelling R146)
• Excellent communication skills, must be bilingual in two South African official languages
• Good data analytics skills and insight generation from raw data.
• Ability to work in Matrix organization and high level of stakeholder service orientation