Reporting Analyst, Consumer Resource Center (CRC)

We are Reckitt

Home to the world's best loved and trusted hygiene, health, and nutrition brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. We are a global team united by this purpose. Join us in our fight to make access to the highest quality hygiene, wellness, and nourishment a right and not a privilege.

​Marketing​

Marketing is at the heart of Reckitt. We pride ourselves on our unique way of driving growth for some of the world's most loved and trusted health, hygiene and nutrition brands. Our purpose and fight are what motivates us to design and deliver distinctive communications throughout our consumer funnel, so that we deliver category growth as well as a positive impact on society. With extensive media and digital teams embedded throughout the organization, we measure both our business and our societal impact. Our global teams lead on our overarching brand strategy, brand guardianship and innovation pipeline in close partnership with R&D. Leaving our local marketing teams to deliver on our regional goals in partnership with our Sales teams. With the scale of our 2500 marketing community - alongside our leading-edge Marketing Academy - your opportunities to grow and upskill will be extensive.

About the role

This position is responsible for building reports, data visualizations, analyzing data, and publishing results related to the Enfamil Consumer Resource Center (CRC) functions including department and individual metrics, consumer contact interactions, marketing program performance, voice of consumer trends, CSat analysis, and supporting business partners as needed with reporting updates. This position is an integral part of the Enfamil Consumer Resource Center’s Operations Center of Excellence.

Your responsibilities

In summary, you'll:

• Ensure CRC information and metrics are on-strategy and accurately reflect progress toward business goals; analyze performance trends and recommend potential actions.
• Develop and publish routine agent performance reports and departmental metrics.
• Develop and publish routine consumer contact reports including but not limited to case data, social media moderation, and social listening.
• Provide consumer insights, identify trends, and recommend actions for improvement based upon consumer feedback in CSat survey results and consumer comments.
• Build, generate, and analyze daily, weekly, monthly or ad hoc reports and dashboards using a combination of systems including but not limited to Salesforce.com, Sprinklr, Vonage, Verint, and Power BI.
• Present results, including trends, gaps and recommendations, to various levels of team members, department leadership, business partners, and senior leadership.
• Collaborate with other team members and/or department leadership to identify, plan and implement opportunities for continuous improvement and/or efficiency gains based on analysis.
• Responsible for maintaining department data integrity.
• Responsible for assisting with incoming consumer demand as needed. 

The experience we're looking for

• Bachelor’s degree from an accredited 4-year college or university preferred. 
• Previous customer service or contact center experience a plus. 
• Demonstrated experience with effective problem solving and decision-making skills.
• Proven ability to analyze/interpret data, report results, and recommend improvements.
• High quality written, verbal and listening skills are required.  
• Demonstrated experience managing and/or coordinating multiple priorities and projects simultaneously and working within a team.
• Proven organizational and time management skills, with the ability to adapt to fast-paced and continuously evolving environment.  
• Proficiency in standard software applications including MS Word, Excel, PowerPoint, and Outlook required. 
• Experience with Salesforce Service Cloud and Power BI preferred.  
• Experience with social sites such as Facebook, Twitter, TikTok and Instagram; and Sprinklr is a plus.

The skills for success

Consumer Insights, Presentation skills, Product sustainability, Creativity, Commercial acumen, Brand Management.

What we offer

With inclusion at the heart of everything we do, working alongside our four global Employee Resource Groups, we support our people at every step of their career journey, helping them to succeed in their own individual way.

We invest in the wellbeing of our people through parental benefits, an Employee Assistance Program to promote mental health, and life insurance for all employees globally. We have a range of other benefits in line with the local market. Through our global share plans we offer the opportunity to save and share in Reckitt's potential future successes. For eligible roles, we also offer short-term incentives to recognize, appreciate and reward your work for delivering outstanding results. You will be rewarded in line with Reckitt's pay for performance philosophy.

US salary ranges

USD $50,000.00  -  $76,000.00

US pay transparency

The base salary range for this role will vary based on experience in job and industry, training and education, skills relevant to the position, and other factors permitted by law.  In addition to the base salary, the position is eligible for an annual discretionary bonus, which is subject to change each year.

Reckitt offers eligible employees competitive benefits including medical, prescription, dental, vision, life and disability insurance; paid time off for vacation, sick, and Company recognized holidays; a 401(K) plan; generous paid parental leave; adoption and fertility support; tuition reimbursement; product discounts; and much more!

If reasonable accommodation is needed to complete your application, please contact NAtalentacquisition@reckitt.com. Reckitt is committed to the full inclusion of all qualified individuals.

Equality

We recognize 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.

All qualified applicants will receive consideration for employment without regard to age, disability or medical condition; color, 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.