Consumer Engagement Specialist

Makati City, Metro Manila
Permanent
Full-time

1 month ago

Work Setup: Fully RemoteLocation: Makati, Metro Manila, PhilippinesSummary:The Consumer Engagement Specialist will be the voice of The Hershey Company to consumers in various digital communication formats. The Consumer Engagement Specialist will execute against the many Hershey brand's day-to-day “tone of voice” in response to consumer comments/inquiries received via online product reviews, emails, text messages, and letters. This position is responsible for responding to online product reviews made by US consumers on retail customer pages (Amazon.com, Walmart.com, Target.com) as well as our own brand websites.The Consumer Engagement Specialist helps drive consumer loyalty through direct engagement, and their replies to online reviews also signal to future purchasers of our products that, should they have an issue with our products, we will be there to support them.Major Duties/Responsibilities:Written Consumer Engagement (90%)

Help build consumer loyalty by fostering an effective and authentic relationship with consumers. By following SLAs and our pre-defined best practices for consumer engagement, promptly respond to consumers to address their product/company concerns as well as answer their inquiries. Responsible for writing and responding to consumers via online product reviews and other digital communication channels (e.g. email, text, letters, etc)

Consumer Relations Operations Support (10%)Assist the Global Consumer Relations Team with ad-hoc assignments to support other traditional consumer engagement operational requirements (e.g. data quality reviews, reporting, etc).Minimum knowledge, skills and abilities required to successfully perform major duties/responsibilities:The preferred, successful candidate will have

BA/BS in Communications, PR, English, Marketing or other related field
Excellent writing, editing, and communication skills is absolute must
Experience engaging with consumers
Ability to adapt and differentiate between various brand voices/tones/personalities
Independent self-starter
Ability to prioritize work
Detail-oriented
Great team player and communicator
Must enjoy working in dynamic and fast paced environment
Strong interest in the consumer experience and desire to champion our consumers

Minimum Education and Experience Requirements:Education: Bachelor's Degree required, in Communications, PR, English, Marketing or other related fieldExperience:

Must have at least 1 to 2 years of related experience
Excellent Written/Verbal English Skills
Amenable to a shifting schedule of morning shift (9AM to 6PM)

The Hershey Company

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