CIC Senior Operations Manager Africa at The Coca-Cola Company

What You’ll Do for Us:

Protect brand image and corporate reputation by building a good relationship with external
Stakeholders including digital (social media, website, AI chat bot) on behalf of KO system.

Build Best-in Class Consumer Engagement platform and capability across KO system.
Operate CIC platforms

• Manage IMCR Risk through initial risk assessment on a daily base.
• Manage Consumer communication directly on behalf of KO system as an Active Ambassador
• Management of daily issues, consumer complaints and problem solving
• Design, execute and operate the comprehensive CIC strategy to enhance Consumer Satisfaction
• Deliver high quality service/information to consumers and interact with them in order to further strengthen corporate and brand reputation
• Operate and interact with global/region resources (IMC, PAC, K&I and BS) to fully leverage the potential of a networked organization

Contact Center Management:

• Budget management of the CIC

Digital Communication:

• Lead digital consumer communication (SNS, website, etc.)
• Manage the social media interaction team for marketing support and risk management

 Consumer Voice Analysis:

• Basic understanding of data analysis (quantitative and qualitative)
• Gather, analyze and deliver social media metrics and consumer insights to internal stakeholders
• Manage daily issues/consumer complaints and quickly analyze/report to internal stakeholders such as IMCR team to ensure compliance and risk management

Project Management:

• Manage projects such as CRM system renewal in line with corporate plans and objectives
• Ensure commitments are met by monitoring, assessing, and resolving variances in budget, timing or quality of work

Qualifications & Requirements:  

Work experience/passion for consumer communication

• Native Local language capability + English written & oral
• Basic knowledge of digital communications
• Excellent communication skills with consumers
• People management skills
• Good IT/computer literacy (e.g. MS Word, Excel, PowerPoint, Outlook)
• Risk management experience
• Knowledge of public relations fundamentals (if the candidate is from outside the company)
• Work experiences within Coca-Cola system is preferable
• Reporting capability translating data into insights related to the changing consumer engagement preferences and technology/Artificial Intelligence trends
• Strong consumer/customer service orientation
• Proven problem-solving skills
• Experienced people/performance management of small to mid-size teams
• Executive-level communication experience
• Ability to build value-based relationships
• Proven decision-making, multi-tasking, and influencing skills
• Ability to analyze data to establish and monitor performance metrics, determine resource needs and manage cost to serve.
• Operations management experience
• Process development/performance management experience
• Minimum of 10 years of work experience. The required focus is on the relevance of the recent work they've done as it pertains to this role.

What We Can Do for You:

• Iconic & Innovative Brands: Our portfolio represents over 250 products with some of the most popular brands in the world, including Coca-Cola, Simply, Fairlife & Topo Chico.
• Expansive & Diverse Customers: We work with a diversified group of customers which range from retail & grocery outlets, theme parks, movie theatres, restaurant
• Our Purpose and Growth Culture: We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what’s possible and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors – curious, empowered, inclusive and agile – and value how we work as much as what we achieve. We believe that our culture is one of the reasons our company continues to thrive after 130+ years. Visit Our Purpose and Vision to learn more about these behaviors and how you can bring them to life in your next role at Coca-Cola.
• We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. When we collect your personal information as part of a job application or offer of employment, we do so in accordance with industry standards and best practices and in compliance with applicable privacy laws.