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Global Senior Manager, Consumer Response

Date: Apr 3, 2021

Location: New York, NY, US

Company: Beam Suntory

Beam Suntory is Crafting the Spirits that Stir the World. Rooted in two centuries of family heritage, Beam Suntory has evolved into the world's third largest leading premium spirits company ... where each employee is treated like family and trusted with legacy. With our greatest assets - our premium spirits and our people - we're driving growth through impactful marketing, innovation and an entrepreneurial spirit. Beam Suntory is a place where you can come Unleash your Spirit by making an impact each and every day.

 

 

Global Senior Manager, Consumer Response  

 

 

What makes this a great opportunity?

WHAT WILL I BE DOING?

In your role as Global Senior Manager, Consumer Response, you will be part of our success by:

 

  • Developing and delivering a roadmap for responding to incoming consumer inquiries, concerns and messages, providing leadership and ongoing management for a best-in-class consumer experience
  • Managing day-to-day consumer response activities, ensuring customer satisfaction in all interactions by setting and driving improvement in consumer response metrics and running continuous improvement projects
  • Leading a global team of consumer response specialists, including hiring, managing, and providing coaching and development of others
  • Developing robust workflow processes, procedures and policies
  • Owning the SalesForce Service Cloud tool, including any necessary structural optimizations
  • Championing consumer-centricity across the organization, integrating consumer satisfaction improvement into existing business processes
  • Educating stakeholders across Beam Suntory and organizing regular best practice reviews
  • Acting as a subject matter expert in training the rest of the organization to develop their knowledge of consumer response and inquiry

 

Role Responsibilities

WHAT DO I NEED TO DEMONSTRATE?

At Beam Suntory, we recruit the best people to help grow our business and build on our success. To be considered for this position you must be able to demonstrate the following:

 

Required:

  • 5-7 years of consumer response experience
  • 2-3 years of social community management
  • Familiarity with Salesforce Service Cloud or other customer service enterprise-level tools to set up and service key ways of working
  • Familiarity with Hootsuite or other social media monitoring tools
  • Experience working in strong cross-¬functional teams and roles that foster strong partnerships with brand marketing, sales and IT teams
  • Experience developing internal processes, procedures and best practices for an organization
  • Proficient in learning and mastering developing technology and social media trends
  • Prior experience working in a fast paced, on demand environment requiring flexible work schedules
  • Self-starter mindset with curiosity, desire, ability to think beyond surface level and dive deeper into analysis and dat
  • Proficiency in Excel and Powerpoint

 

Qualifications & Experience

Preferred:

  • 2+ years managing a strong team of consumer response advocates
  • Proven ability to recruit, mentor and motivate individuals who are creative, self-sufficient, and thrive on high performance providing high quality consumer experiences

 

WHAT ELSE DO I NEED TO KNOW?

 

This role is global in nature and involves working with BSIs offices around the world. As a result:

  • 10-25% international travel is expected

Frequent meetings will occur outside of core work areas. Best efforts will be made to schedule meetings within core work hours of all attendees, but this is not always possible.

 

 

At Beam Suntory, people are our number one priority, and we believe our people grow together in diverse and inclusive environments where their unique insights, experiences and backgrounds are valued and respected. Beam Suntory is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, military veteran status and all other characteristics, attributes or choices protected by law. All recruitment and hiring decisions are based on an applicant’s skills and experience.