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Consumer Relations Manager

FREEDOM TO SUCCEED

 

そのチカラを自由に使え。

今の自分を越えていけ。

PREE YOUR POWER. GROGRESS YOURSELF.

 

 

Consumer Relations Manager, Japan

Tokyo, Japan

 

Purpose:

Consumer Relations represent the Voice of the Consumer to the business and represent the Voice the business to the consumer enabling intimate and meaningful two-way conversations between Reckitt and consumers.

 

Consumer Relations Manager is responsible to manage all consumer contacts within the country to drive:

  • Positive consumer experience and engagement throughout all communication channels
  • Insights and business growth throughout all portfolio of local brands within the country
  • Efficiency and compliance within the internal CR team
  • Protect reputational brand (contain) addressing consumer contacts in effective manner
  • Create Competitive advantage (delight) exceeding consumers expectations

 

Scope:

  • Local country specific with possibility of role expansion
  • Multichannel - omnichannel experience
  • All contacts: Enquiries, comments, appraisals & complains 
  • Brand building and consumer advocacy

 

Accountabilities:

  • Leadership of all Consumer Relations activities in Japan
  • Leadership of  cross-functional groups to discuss and take actions to issues related to quality, communication, education for the correct use of products, among other topics, aiming at the continuous strengthening of Reckitt brands and products. 

 

  • Consumer Experience and engagement
  • Handling Consumer Complaint
  • Insights and business growth
  • Efficiency and compliance
  • Operational responsibility

 

Key skills and attributes:

  • People management & development
  • Local stakeholder relationship and management
  • 5+ years of progressive management or leadership roles experience
  • Language: Japanese and English (min: Business level)
  • Manage difficult consumer compliant/serious AE cases into closure as final contact point
  • Manage budget for Contain & Delight process to maximize benefits
  • Address difference between consumers expectations vs Reckitt guidelines/delivery
  • Multichannel - high volume of Contacts & issues
  • Experience in managing Product Recall or crisis events (Preferred)

 

Technical/professional qualifications required:

  • Bachelor's degree
  • Ability to develop effective internal partnerships locally, regionally, and globally
  • Strong interpersonal, communication and presentation skills
  • Demonstrated negotiation skills
  • Strong problem-solving skills
  • Results oriented 
  • Attention to detail and critical data analysis

 

Key behaviors:

  • Responsible
  • Trustful
  • Challenger
  • Resilient
  • Position/Enthusiastic
  • Committed

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