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Orchestrate All Digital Conversations: Lead to ONE Conversation by delivering high-quality, influencer-like engagement across all our social media channels and online review platforms, ensuring every interaction maintains the specific tone and purpose of our iconic brands. Owning all the key metrics that drive both efficiency and efficacy.
. Master Our Engagement Technology: Take full ownership of our key social engagement platform, managing its performance, identifying opportunities for improvement with zone / global counterparts, accountable for dashboards to enhance our capabilities.
. Champion the Voice of the Consumer: Act as the internal advocate for our consumers, translating their feedback and needs into actionable insights that drive empathy and personalization across the business.
. Identify and Drive Future Opportunities: Keep a pulse on emerging trends in beauty and digital CARE (like conversational commerce, Ratings & Reviews), translating them into strategic business opportunities and forging partnerships with our wider internal digital, marketing, and insights teams to bring them to life.
. Drive Innovation in Care: Lead the integration of AI tools and new technologies into our workflows to improve efficiency and the quality of our responses, ensuring a seamless, modern consumer experience. E.g. Bots, Agentic AI etc
. Tell Compelling Stories with Data: Use your expertise to transform CARE data into high-impact visual presentations and newsletters for brand and division leaders, showcasing the strategic value of consumer engagement with the Consumer Care team.
. Deliver a Concierge Experience: Shape and lead a Consumer Care Concierge service, moving beyond reactive support to offer personalized advice, anticipate consumer needs, and create exceptional, high-touch brand experiences.
Michael Page has five decades of expertise in professional services recruitment. We were established in London in 1976, and over this period we've grown organically to become one of the best-known and most respected consultancies, with an office network spanning six continents.
While size has its advantages, it doesn't define us - the nature of our organic growth means that each new office is integrated into the region that it serves. It also means that as an employer looking to hire, or as a candidate aiming to grow your career you have the best of both worlds; a team that understands the market and geography you operate in, plus the resources and expertise of an international network at your disposal.
Job ID: 145441729
