Consumer Messaging Specialist

Description

Reckitt is a global CPG (Consumer Packaged Goods) company home to the world’s most loved and trusted brands sharing three simple goals: to protect, heal and nurture. Our unrivalled product range falls into three categories: Hygiene, Health, and Nutrition, and are available in nearly 200 countries. These category leaders include Lysol, Air Wick, Finish, Enfamil, Mucinex, Airborne, Durex, Clearasil, and more. Maybe you’re already a customer!  

Consumer Messaging Specialist
Evansville, IN or Remote
Competitive Salary & excellent benefits package 
Division: Nutrition

The Knowledge Base Specialist (KBS) is a critical role within the Enfamil Consumer Resource Center (ECRC). This position is responsible for creating and maintaining knowledge base articles and communicating product or process changes that directly impact the front-line staff. The KBS partners closely with the Knowledge Base Coordinator (KBC) and Learning and Development (L&D) team to assimilate complex processes into simple, end-user-focused solutions that ultimately drive an exceptional consumer experience. The individual will anticipate the needs for both internal partners and ECRC experts and participate in the continuous evolution of the content management program across RB Nutrition. The KBS will ensure the most relevant information is provided to consumer-facing staff in a timely manner.

You’ll succeed because you’ll…
•    Apply technical writing principles to produce instructional content that is concise, direct and friendly to a consumer-based audience while maintaining all necessary regulatory, compliance and legal requirements. 
•    Make content updates as data and/or business needs change, including ensuring content is accurate, functional, relevant and support current brand marketing tone of voice. 
•    Develop, update, and maintain systems related to content creation to meet product/program launch dates. 
•    Effectively communicate to business partners in both written and verbal forms. Ability to self manage content creation process from start to end. Ability to manage process with high amounts of ambiguity. 
•    Provide SME support to front line experts in a real time chat channel. 
•    Ability to manage multiple work streams and priorities to meet content timelines and demand 
•    Ability to translate complex product information into consumer-focused (parent-friendly) messaging to be used by the ECRC for verbal and written communications, including phone, chat, text, and social media channels 
•    Ability to work in a highly collaborative, fast paced environment to deliver content that is accurate and of high quality 
•    Collaborate with brand marketing, Product Information & Compliance, Direct to Consumer and others to create content that supports the ECRC expert’s ability to communicate to consumers 
•    Partner with Labeling Excellence (LEX), legal and other departments to gain approval on ECRC materials 
•    Drive collaboration with other stakeholders to identify, plan and implement opportunities for content innovation and continuous improvement 
•    Lead projects and/or be integral member of project teams

You’ll love it because… 
…you’ll get to make an impact like never before. You’ll be responsible for your own projects - we can’t wait to hear your ideas. The products you help us get out there will make people’s lives better. Our iconic brands will provide an incredible platform for you. And our dynamic, ownership-driven culture will help bring the very best out of you, every day. 

Qualifications

•    Bachelor’s degree in Communications, Journalism, English or related field preferred 
•    Minimum 2 years of experience in customer service or related field 
•    Experience with SharePoint, Salesforce.com or other enterprise knowledge management system preferred 
•    Understanding of knowledge centered service (KCS) methodology preferred 
•    Proficiency in standard software applications including MS Word, Excel, PowerPoint, Publisher, and Outlook required. MS Visio a plus. 
•    Demonstrated decision making skills, as well as high quality written, verbal and listening skills are required 
•    Demonstrated experience managing and/or coordinating multiple projects simultaneously. Strong attention to detail is required 
•    Ability to adapt to fast-paced and continuously evolving environment 
•    Proven organizational and time management skills

Reckitt Offers…
•    Competitive salary with bonus & multiplier
•    401k plan matching 75% of your first 6% of savings plus a 4% profit sharing contribution
•    Medical, dental, vision, prescription, life, and disability insurance 
•    4 weeks vacation plus 3 floating holidays
•    2 paid volunteer days 
•    26 weeks paid maternity leave, 16 weeks paid paternity leave, and fertility support
•    Tuition reimbursement
•    Product discounts
•    Hybrid work schedule contingent upon nature of role 

#LI-Remote

Equality

At Reckitt, we recognise that in real life, great people don’t always ‘tick all the boxes’. That’s why we hire for potential as well as experience. Even if you don’t meet every point on the job description, if this role and our company feels like a good fit for you, we still want to hear from you. Come and join a team whose purpose is to protect, heal and nurture in the relentless pursuit of a cleaner and healthier world.

All qualified applicants to Reckitt will receive consideration for employment without regard to age, disability or medical condition; colour, ethnicity, race, citizenship, and national origin; religion, faith; pregnancy, family status and caring responsibilities; sexual orientation; sex, gender identity, gender expression, and transgender identity; protected veteran status; size or any other basis protected by appropriate law.