Job Description

Job Location Singapore



As a consumer experience specialist, you will develop and deliver plans against the strategic direction to ensure superior consumer satisfaction and build loyalty with consumers and customers! Act as an advocate on behalf of the consumer in enabling their point of view to influence better business decisions, resolve or prevent of consumer issues. Build capability of agency partner accountable for various consumer channels.

Key success drivers for this role is the effective management of providing excellent service delivery and seamless link to the Business Teams as an operations resource professional and a crisis management expert handling consumer and media issues.

Your Team

This role reports to the APAC Client Service Delivery Senior Manager. You will be working alongside teammates located in various countries such as ANZ, Indonesia, Thailand, Singapore, Malaysia, & Philippines - both physically and remotely.

Job Responsibilities

• Multi-Brands Category owner in leading end-to-end consumer critical issues and building capability of our agency vendor to improve brand's management process
• Single point of contact for communications design and execution work for the Philippines Market
• Develop collaborative and meaningful relationships with agency partners to optimize consumer experience and data quality processes with regular capability training sessions to our multi-channels advisors.
• Lead ANZ & SEA consumer experience across phone, emails and social media channels
• Partner with other internal teams across business units (i.e., sales, marketing, R&D, QA, Legal) to resolve external consumer/customers issues and critical issues
• Evaluate, analyze, and communicate consumers behaviour and feedback trends on a continuous basis to internal teams and agency partner including the delivery of monthly/quarterly status reports to all appropriate parties whenever needed.
• May have a variety of responsibilities based on the unique position, primarily including providing key support for maintaining rapport with customers and/or third-party vendors and resolving customer issues.
• Maintaining accurate customer records and collecting, tracking, and reporting data on key metrics related to the account/client.

Job Qualifications

• At least a Diploma or Degree with 0-5 years of working experience
• Communication - Strong verbal and written communication skills and presentation skills
• Language Skills -- Proficient in spoken and written English and Filipino/Tagalog
• Operates with Excellence - Able to fully prioritize and work with a high degree of flexibilities.
• Leads - Have leadership experience to anticipate potential issues, recognize opportunities that enables you and others to achieve the vision/objective
• Collaboration - Serve as a key link with business clients. Strong, outspoken communication and collaboration skills are important to work optimally with a diverse team
• Analytical - Strong ability to think and act conclusively and adopt change

About us

We produce globally recognized brands and we grow the best business leaders in the industry. With a portfolio of trusted brands as diverse as ours, it is paramount our leaders are able to lead with courage the vast array of brands, categories and functions. We serve consumers around the world with one of the strongest portfolios of trusted, quality, leadership brands, including Always, Ariel, Gillette, Head & Shoulders, Herbal Essences, Oral-B, Pampers, Pantene, Tampax and more. Our community includes operations in approximately 70 countries worldwide.

Visit to know more.

Our consumers are diverse and our talents - internally - mirror this diversity to best serve it. That is why were committed to building a winning culture based on Inclusion and our ideal candidate is passionate about the same principle: you will join our daily effort of being in touch so we craft brands and products to improve the lives of the worlds consumers now and in the future. We want you to inspire us with your unrivaled ideas.

We are committed to providing equal opportunities in employment. We do not discriminate against individuals on the basis of race, color, gender, age, national origin, religion, sexual orientation, gender identity or expression, marital status, citizenship, disability, veteran status, HIV/AIDS status, or any other legally protected factor.

Job Schedule Full time

Job Number R000084960

Job Segmentation Experienced Professionals (Job Segmentation)

Procter & Gamble