.About the jobThe Head of Consumer Voice oversees the management of the service which answers to directsocial media, etc.).To protect the brand love and foster consumer loyalty, she/he executes the mission in order to ensurethat an excellent service is delivered, while representing the interests of both the consumers and thecompany, in compliance with Danone standards.She/He ensures that consumers enjoy a timely, seamless and consistent experience across all the touchpoints which consumers can use to contact the company.She/He ensures that the voice of the consumer is being heard within the organization across all functionsso that, beyond solving issues and answering questions, consumer feedback are analyzed and translatedinto concrete action plans with responsible functions to improve products and services offeredShe/He plans, implements and maintains operational standards and systems, performance objectives,budget, and staffing.- Consumers being end users, shoppers, patients, care givers, etcAbout youProfessional experience:- A minimum of 5 years of professional experience, particularly for manager position- With preferably several years of experience in a similar position in consumer or customer service, preferablywith 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, withpossibly conflicting interests of the various stakeholders- Excellent listening and communication skills (oral and written) both for external communication and forinternal communication- Embraces and advocates the company and brand values- Leadership and people management skills, with the ability to focus on team and individual performance- Digitally savvy- Good understanding of technology applicable to contact centers- Self-motivation and initiative, goes above and beyond job role to deliver added value to the business and tothe consumers- Ability to cope with change and solutions orientated- Fast learner, Fast decision maker- Analytical capabilities, understanding of statistics and generally good with numbers- Capacity to manage workload between self, team members and to seek support from external resources- Resistance to stress and pressure, ability 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 andtranslate them to her/his team and colleagueAbout us.At Danone, we work to make a vision a reality: "One Planet, One Health