AddressAs a CRM and Digital Sr. Executive the key role manage and support the Careline team, CRM and Diet Programs. The careline team manages consumers & customers via varied touch points, including phone, WhatsApp/SMS, digital, social platforms, ecommerce, and social listening. You will also be responsible for managing CRM, Diet programs (internal & external) and support digital initiatives for all brands. The digital initiatives would cover media, reporting, search, Social, website support
Roles and Responsibilities
- Manage end-to-end customer touchpoints operations, transformation for internal and extended team.
- Manage inbound and outbound queries, TAT, and response mechanism. Provide professional advice within the legal and compliance framework
- Manage all operational local and global KPIs and dashboard for CRM
- Managing the Diet Program Bot and tools
- Manging external Nutritionist Program
- Connect with consumers whenever needed to manage consumers.
- Manage crisis management process end to end
• Develop, Manage SOPs, local and global SOPs • Consumer Data management within legal and compliance framework
- Technology upgrades and process improvement in the CRM systems
- Comply on timelines for local and global reporting requirements
- Execute digital media plans (across channels as per the consumer journey) for brands along with agency
- Maintain a digital dashboard/reporting to tracks digital campaigns/activations, progress, and impact on brand performance
- Assist in managing Web assets, Search for all brands
- Managing the online consumer conversations and the online reputation via internal and external tools
- Assist in managing global digital activations and tools
- Manages the internal approval and contracts
- Ensure compliance with Danone processes (e.g., contracts with partners, approval of invoices for digital etc)
- Collaborate with internal teams, Marketing, HR, Sales, Commercial Excellence etc.
- Gather monthly/quarterly/yearly consumer Insight to share with business teams Job Specifications
- 7-8 years CRM professional with digital experience of managing consumers. Nutrition knowledge will be a plus. Experience in managing consumers across touchpoints and Digital knowledge in terms of managing 360 digital activations for brands is key.
Experience & Education
Understanding of customer service, call center and online CRM management.
o Communication skill to manage consumers’ expectation & emotion to order to ensure service satisfaction.
o Experience in setting up CRM systems, managing digital media, Social, ORM & GMP (Google marketing platform) o Proficiency in Excel
- Good to have: Search, Martech, GA
Danone is a world leading food company built on three business lines; Specialized Nutrition, Waters and Fresh Dairy Products. Danone’s mission is bringing health through food to as many people as possible and we want to invite people to join the movement for a healthier world. We recognize the power people have to impact the world through their daily choices. Each time we eat and drink, we vote for the world we want to live in. We believe a healthy body needs healthy food. And healthy food needs a healthy planet, and this is what our new signature One Planet One Health embodies
Danone is committed to create and live an inclusive & diverse environment, which will drive our growth as a business, as teams, as members of communities & as individuals. Valuing diversity is recognizing and respecting human differences and similarities. Our aim is to ensure that all employees and applicants are given equal opportunity and that our organization is representative of our consumers and society
We commit to foster an inclusive working environment where we celebrate all types of diversity, both visible and invisible, which includes age, race, gender, nationality, disability, background, education, religion, beliefs, thinking style, perspectives and sexual orientation
We believe that our differences will make the difference
For more information, please visit our website at careers.danone.com/isea
