Consumer Relations Specialist
2 weeks ago
Company Description
For more than 265 years, JACOBS DOUWE EGBERTS (JDE) is inspired by its belief that it’s amazing what can happen over a cup of coffee or tea. We are fuelled by our purpose of unleashing the possibilities of coffee and tea to create a better future. Today, our coffee & tea portfolio is available in more than 100 developed and emerging markets, through a portfolio of over 50 brands that collectively cover the entire category landscape led by leading household names such as L’OR, Jacobs, Senseo, Tassimo, Douwe Egberts, Old Town, Super, Pickwick and Moccona.
JDE is part of JDE Peet’s, the world’s largest pure-play coffee and tea company, headquartered in The Netherlands.
What’s it like to work at JDE?
We are proud of our passionate, driven associates that challenge the status quo and pursue mastery in everything they do. Our goal is simple and ambitious - JDE: A coffee & tea for every cup.
**Job Description**:
The Consumer Relations Specialist leads Consumer Relations in the UK&I and has the responsibility for building, retaining and strengthening relations with consumers across UK/I.
**Key responsibilities include**:
- Management of all incoming consumer contacts via JDE’s external Contact Centre team
- Responsible for communicating relevant consumer feedback to internal stakeholders (Quality/R&D/Marketing/Corporate Affairs) so that products can be better tailored to the needs of the consumer & to manage business/brand risk
- Preparing consumer response messaging in relation to consumer product change initiatives, new product launches & marketing programmes
- Leveraging consumer touchpoints to bring relevant & actionable insights into JDE UK/I business
- Coordinating & delivery of best practise ways of working for Social Media Community Management for key strategic UK brands
- Keeps abreast of evolving approaches to consumer contact handling (eg Social Media) to ensure JDE Consumer Relations offers the best experience for our consumers
- Playing a key role within the wider Global Consumer Relations team, contributing to broader company goals within the function
**Qualifications**:
- Relevant Customer / Consumer experience
- Ideally Agency Management experience
- Experience or familiarity with external customer service contact centres
- Familiarity with Social Media Coordination / Listening Tools
- Experience updating stakeholders on competitor activity in social, digital and print media
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