Consumer Experience and Digital Community Specialist

Key Responsibilities

Unified Consumer Communications

• Handle and oversee all inbound consumer communication in a timely manner, driving consistency and optimal consumer satisfaction (CSAT).
• Support international business.
• Use AI and automations to drive deflection and faster responses for the consumer.
• Continually update and establish all documentation and resources.

ROW Social Listening

• Lead the delivery of a localised version of the Global Trend Watch report, translating global insights into market-specific opportunities.
• Monitor emerging consumer conversations, sentiment, and cultural trends to identify relevant themes and risks.
• Bridge global and local intelligence to provide clear, actionable recommendations that support brand, community management, and consumer care strategies.

UK Market Digital Journeys

• Responsible for understanding digital touch points and working with the market and specialist team.
• Confirm the digital consumer journey.
• Influence the local campaigns being brought to life across the digital stack.

Key Metrics & Financial Targets

• Consumer satisfaction / Response and resolve SLAs
• Acquisition and engagement
• Ticket deflection
• Ownership, Influence & Collaboration

Own:

• Localisation of Global Trend Watch insights for ROW markets
• Inbound consumer care SLA achievement and ticket resolution
• Maintenance and updates of SOPs, SRTs, guidelines, and localised knowledge bases
• Voice of consumer reporting

Influence

• ROW marketing teams through social listening insights
• Continuous iterative improvements in digital tool workflows and service delivery across consumer care, social listening and community management
• Digital campaigns coming to life in the UK market

Critical Relationships: The role will cross-functional stakeholders and support needed or given:

• US and Canada Consumer Care Teams
• ROW Marketing Teams
• Global Marketing Team

Direct Reports: N/A

Skills, Qualifications & Experience

Qualifications, Education & Experience

• 2+ years of operational experience in consumer care, social listening or community management
• No third level qualification required

Skills Needed to Be Successful

• Technical Proficiency: Strong hands-on experience utilising platforms for consumer communications (e.g. Freshdesk, Sprout Social, MS Excel, and Content Management tools)
• Data & Insights: Proven ability to monitor, analyse, and interpret performance data (e.g. Open rate, CTR, ticket response times, CSAT) into actionable optimisation strategies
• Self-reliant, thrives in ambiguity, and iterates along the way
• Strong stakeholder and project management skills

What You Will Learn In This Role:

• Data-driven consumer segmentation
• Cross-functional stakeholder collaboration and management across global markets and multiple brands
• Advanced backend configuration of enterprise level tech stacks

Travel Requirements: Low