About the Role: We are looking for a dynamic and consumer-centric Digital Engagement & Advocacy Lead to join our country CDMO team. This role is pivotal in shaping and executing the strategy for our owned digital touchpoints, driving impactful consumer experiences, and fostering strong brand communities. You will be at the forefront of digital transformation, leveraging cutting-edge tools and data-driven insights to elevate brand presence and engagement across our digital ecosystem, with a significant focus on direct consumer interaction and satisfaction across all touchpoints.

Key Responsibilities:

• Owned Digital Touchpoint Strategy & Execution: Lead the strategy, development, and day-to-day management of all owned digital touchpoints, including brand-specific social media accounts, direct-to-consumer (DTC) frontline platforms, and consumer Ratings & Reviews across e-commerce (EC) and search platforms (e.g., Google).
• Frontline Digital Transformation & Consumer Care Excellence: Drive the roadmap and transformation initiatives for our digital frontline, focusing on enhancing service and sales capabilities (e.g., E-Beauty Advisor programs) through process optimization and the strategic integration of Tech/AI solutions. This includes designing and implementing strategies to deliver positive, personalized consumer experiences, providing excellent solution, service, product, and beauty advice, and fostering loyalty and online sales through these direct channels.
• Platform Governance & Adoption: Ensure effective governance and maximize adoption of key digital engagement tools such as Sprinklr and SFSC (Salesforce Service Cloud), optimizing their use for community management, 1-on-1 customer service, inquiry resolution, and data capture.
• Performance Monitoring & Optimization: Steer and report on key performance indicators related to Customer Satisfaction and massvocacy, as well as operational efficiency metrics for owned digital channels.
• Consumer Complaint and RIsC Follow-up: Oversee the follow-up and resolution processes for consumer complaints and RIsC (Risk, Issue, Suggestion, Concern) identified through digital channels, ensuring excellence in response and resolution to enhance consumer engagement and satisfaction.
• Data & Insights Utilization: Actively contribute to leveraging data and insights from tools like DBPI (Digital Business Performance Insights) or Digital Cockpit to inform strategy and optimize digital activation.

• Hard Skills & Experience:
  • Proven experience in brand management.
  • Strong background in Media & Influencer Planning and Buying.
  • Demonstrated client-facing experience with excellent communication and relationship-building skills.
  • Expertise in stakeholder management and negotiation.
  • Solid understanding and application of Data/Tech/AI in Marketing Activation.
  • Familiarity with digital engagement platforms (e.g., Sprinklr, Salesforce Service Cloud).
  • Experience with content creation and advocacy strategy design.
  • Knowledge of social media trends activation and community management.
  • Demonstrated experience in consumer care or customer service management, particularly within digital or e-commerce environments.
  • Proficiency in managing and optimizing direct consumer interaction channels.