Consumer Relations Specialist: Digital x2 - Cape Town HQ at PepsiCo

Responsibilities

What we’re looking for:

• The role of SA Consumer Relations Digital Specialist is responsible for the timely and effective response management of multi-brand digital communications to drive consumer engagement, deliver efficiency, mitigate risk to brand reputation and drive loyalty and advocacy.
• The Digital Specialist will operate in a matrix environment within internal and external cross functional networks at local and global levels and leverage new technologies to support a best-in-class SA Consumer Relations team.
• The role will focus on human empathy, supporting CR Manager with the day-to-day management of the digital workflows, acting as first point of contact for digital channels, escalating concerns and trending quality issues/hot topics.
• The role is also responsible for supporting the CR Manager with effective Red Alert and High Alert escalation contact resolution through multiple channels (email, phone & post), to ensure the delivery of service excellence.
• Operating within internal and external cross functional networks (including front line call centre) to prioritise workloads, deliver against team KPIs and SLAs and identify, implement and review new opportunities to simplify and grow team skills,
• contact management protocols, systems capability and best practice aligned with SA market.

The SA CR Digital Specialist will be accountable for the delivery of competitive advantaged service through:

• Acting as first POC for Social media complaints, queries and engagement.
• First POC for Red alert and High Alert escalated issues, recognising and communicating key issues and trends to
• Line Manager, escalating hot topics and quality trends to SA Quality Management Team, minimizing risk and ensuring rapid and effective resolution. Provide Out of Hours cover and support to Line Manager as required.
• Delivery of Brand focused community management for PepsiCo SA portfolio of brands to drive engagement, resolution and advocacy.
• Responsible for the effective CR management of the Digital Platform System; identifying and implementing efficiencies and creating best practice.
• Delivery of key digital functional monitoring and reporting capability to drive wider business awareness of issues and trends.
• Leverage digital expertise and implement best practice.
• Act as stakeholder for the SA Contingency Activation Plan, liaising with third party provider to ensure robust rapid reactive capability. (crisis management)
• Working with Line Manager to implement and manage pilot and new CR initiatives, taking responsibility to test, review and launch new technologies or programmes that drive CR competitive advantage, added value or deliver efficiencies.
• Driving call centre team capability through 1:1s, coaching and quality monitoring to ensure the delivery of best in class digital support.
• Developing and maintaining strong cross functional network to support delivery of key business priorities and future focused CR growth e.g. self-serve and social media community management focus.
• Positively Engage and influence brand leads and external agencies to deliver CR capability and support for brand and business promotion activity, ensuring the consumer is at the heart of all interactions.
• Ensure delivery high quality human empathy outputs to achieve team & individual targets against KPIs, SLAs and
• CSAT results for all contact channels and associated tasks.
• Lead an on-going front-line onboarding and training program to ensure the front-line team have an in-depth understanding of the SA product portfolio, facilitating effective management of consumer contacts.
• Collaborating with brand marketing & R&D to understand brand activations, developing clear messaging and updating knowledge base supporting materials to ensure effective response management and reporting.
• Alongside CR Issues Management Lead, engage in SA Quality complaint review programmes as required. 

Qualifications

What will qualify you for the role:

• University Degree or equivalent experience
• Digitally Capable: Strong understanding and experience of operating in the digital environment across all channels in for service and engagement-based activities..
• Line Manager: experience of effective management of individuals within a team for day-to-day coordination, personal development and absence management with proven recruitment, training and facilitation skills.
• Operating in a Cross Functional environment: proven experience of building effective cross functional relationships, positively influencing decisions and ensuring effective working groups to successfully deliver against key business metrics
• Project Management: Ability to deliver against competing projects and aggressive timelines.
• Systems capable: capable of using Excel, Word & Powerpoint and use of Social Media monitoring platforms, e.g. Sprinklr Care
• Analytically Minded: able to create insightful and relevant reports highlighting key issues and trends specific to key stakeholder needs.
• Clear Communicator: Strong communications in the English language for both formal written communications, informal social media communications, verbal able to adapt style and tone to fit the situation (consumers and internal/ external key stakeholders).
• Presentation Skills: Able to provide formal//informal presentation to internal and external stakeholders.
• Creative Communicator: Able to rapidly create engaging social media communications in line with brand tone.
• Priority Focused: Experience in flexing and adapting with the ability to re-prioritise focus to ensure key business priorities are met
• Service Orientated: Experience in managing consumer /customer complaints demonstrating ability to connect with consumers and customers to provide a valued service.
• Business Savvy: Robust understanding of SA PepsiCo Brands
• Demonstrated capability of working with cross functional teams
• Food Safety experience
• Managing Risk: Experience in managing serious and sensitive consumer/customer issues