Demo

Job Opening: Global Senior Manager, Consumer Response

Beam Suntory Job Posting

If you are interested in this opportunity please send your resume and cover letter to  [email protected]  and include ‘GSM Applicant’ in the subject line.

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 data
  • 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.

If you are interested in this opportunity please send your resume and cover letter to  [email protected]  and include ‘GSM Applicant’ in the subject line.