The Head of Consumer Voice oversees the management of the service which answers to direct
unsolicited consumer feedback, across all channels of conversation (phone, email, live chat, messaging,
social media, etc.
).
To protect the brand love and foster consumer loyalty, she/he executes the mission to ensure
that excellent service is delivered while representing the interests of both the consumers and the
company, in compliance with Danone standards.
She/He ensures that consumers enjoy a timely, seamless, and consistent experience across all the touchpoints available for contacting the company.
She/He ensures that the voice of the consumer is heard within the organization across all functions
so that, beyond solving issues and answering questions, consumer feedback is analyzed and translated
into concrete action plans with responsible functions to improve products and services offered.
She/He plans, implements, and maintains operational standards and systems, performance objectives,
budget, and staffing.
Professional Experience:
• A minimum of 5 years of professional experience, particularly for a managerial position.
• Preferably several years of experience in a similar position in consumer or customer service, with
knowledge of the category and/or industry, especially for ELN and AMN.
Required Personal Attributes:
• Consumer focused
• Capacity to find the right balance between empathy and control
• Ability to work in a cross-functional/team environment, under various internal and external constraints, with
possibly conflicting interests of the various stakeholders
• Excellent listening and communication skills (oral and written) for both external and internal communication
• Embraces and advocates the company and brand values
• Leadership and people management skills, focusing on team and individual performance
• Digitally savvy
• Good understanding of technology applicable to contact centers
• Self-motivated and initiative-driven, going above and beyond the job role to deliver added value
• Ability to cope with change and solutions-oriented
• Fast learner and decision-maker
• Analytical capabilities, understanding of statistics and generally good with numbers
• Capacity to manage workload between self and team members and to seek support from external resources
• Resistance to stress and pressure, able to operate normally in critical situations
• Excellent time management skills
• Curious and innovative.
Language:
• Understanding the main(s) language(s) used by consumers is essential (native or at least fluent speaker)
• Good level of business English (read and write), at least to understand internal Danone communication and
translate them to her/his team and colleagues.
About DanoneAt Danone, we work to make a vision a reality: "One Planet, One Health." Here you will have space to create, undertake, grow, and above all, to be yourself, thanks to our culture of Inclusive Diversity, where we are clear that "our differences are what make the difference." Do things your way!
The way you work, the way you develop, and the way you progress depends on you.
Be innovative, undertake, and the impact you will have will surprise you.
You will work with agile methodologies, in high-performance teams where you will learn, influence, and contribute to achieve concrete objectives and thus grow with the company.
We want you to come and see for yourself!
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