We are seeking a highly experienced Voice of Consumer Management professional to join our team. This role is crucial in transforming consumer voice into actionable business strategies, focusing on identifying and resolving consumer pain points across multiple channels, including social media and e-commerce platforms. The ideal candidate will have a strong background in consumer insights, data analysis, and cross-functional collaboration, with a proven track record in driving brand advocacy and improving consumer experiences.
**Responsibilities:**
- **Consumer Voice Collection and Analysis:**
- Develop and implement strategies to collect consumer voice from various channels, including social media, e-commerce platforms, and direct interactions.
- Utilize advanced analytics tools to analyze consumer data, identify pain points, and derive actionable insights.
- **Pain Point Identification and Resolution:**
- Identify and categorize consumer pain points through data analysis, and sales team insights.
- Collaborate with cross-functional teams to develop and implement solutions to address identified pain points, ensuring measurable improvements.
- Monitor and analyze the effectiveness of implemented solutions, using key performance indicators (KPIs) to measure success.
- **Cross-Platform Management:**
- Manage consumer sentiment and brand reputation across multiple platforms, ensuring compliance with platform policies and regulations.
- Implement real-time response strategies to address consumer feedback on social media and e-commerce platforms, with a particular focus on negative sentiment. Develop a structured approach to ensure that responses are timely, empathetic, and solution-oriented. Utilize effective communication techniques to achieve a win-win result, thereby enhancing consumer satisfaction and loyalty.
- **Drive Brand Advocacy**
- Work closely with external agencies and internal cross-functional teams (X-teams) to drive brand advocacy and enhance consumer experiences.
- Develop and maintain strong relationships with key stakeholders, including influencers and brand advocates, to amplify positive consumer feedback.
- Coordinate with marketing and sales teams and R&D to integrate consumer insights into brand activities and product development initiatives.
- **Negative Feedback Management:**
- Develop and execute strategies to proactively identify and address negative consumer sentiment, reducing its impact on brand reputation.
- Implement crisis management protocols to handle negative feedback swiftly and effectively, turning potential detractors into brand advocates.
- Utilize data-driven insights to understand the root causes of negative feedback and develop targeted solutions to prevent recurrence.
- **Reporting and Strategy Development:**
- Provide regular reports and presentations to senior management on consumer feedback, pain point resolutions, and brand advocacy initiatives.
- Develop strategic plans to continuously improve consumer experiences, leveraging insights from consumer feedback and market trends.
**Requirements:**
- **Education:** Bachelor's degree in Marketing, Business Administration, Communications, or a related field. Master's degree preferred.
- **Experience:** Minimum of 8 years of experience in consumer insights, market research, or social media management, with a proven track record of managing consumer feedback and improving brand reputation.
- **Skills:**
- Proficiency in data analysis tools and software, such as Excel, SPSS, and social media analytics platforms.
- Strong understanding of social media platforms, particularly in the Chinese market, including WeChat, Weibo, and Douyin, Redbook.
- Experience in managing consumer sentiment and brand reputation across multiple platforms, with measurable data-driven results.
- Excellent communication and interpersonal skills, with the ability to present complex data in a clear and concise manner.
- Familiarity with platform policies and regulations, ensuring compliance and maximizing engagement.
- Proven ability to manage and enhance consumer experiences, with a focus on driving positive consumer sentiment and loyalty.
**Preferred Qualifications:**
- Experience in the e-commerce or fast-moving consumer goods (FMCG) industry.
- Advanced proficiency in social media management tools and techniques.
- Strong project management skills, with the ability to handle multiple projects simultaneously.