Consumer Affairs Representative, Communications & Training

Consumer Affairs Representative, Communications & Training

Join to apply for the Consumer Affairs Representative, Communications & Training role at Beiersdorf
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• Collaborate with Global CIM team on adaptation of best‑in‑class interaction guidelines/communications with consumers (across platforms) in accordance with U.S. regulations.
• Augment Global training content with development/ execution of local modules, reflective of local product portfolio and updated to accommodate changes over time.
• Collaborate with Marketing Brand Teams via Brand Ambassador Program to identify key information on all new products/programs.
• Review Charter Plans to identify key dates in the marketing launch calendar.
• Create and update product FAQs in collaboration with Marketing, Legal & Regulatory.
• Develop & refine SOPs to ensure consistent handling of consumer contacts.
• Monitor quality of consumer interactions and address gaps.

• Serve as single point of contact internally & externally (for Transcom) regarding questions that require additional research/redirection.
• Identify sensitive cases and create a plan of action commensurate with degree of risk.
• Alert and elevate if a situation has potential to become a crisis.
• Provide management, quality management (including Coppertone Quality & MU Quality), marketing and other relevant stakeholders with processing & tracking updates on the number and handling of sensitive cases, with process optimization recommendations for mitigating risk.

• Review all incoming mail/retrievals to Stamford HQ, prioritize for processing and route to relevant groups/channels for resolution.

• Review and respond to ratings and reviews across multiple platforms, including Ask Ulta, Ask BJs (Power Reviews) and Ask Target, Ask Walmart, Ask Sam's Club (Bazaarvoice Connections).

• Bachelor’s Degree preferred (QM, Consumer Insights, Marketing, Psychology/Sociology,, Communications or related fields).
• Computer skills (Windows, Office; SAP).
• Minimum of 3‑6 years of experience in roles within:
  Marketing/Consumer or Market Research or Digital & Media/E‑Com, PR/Communications and Quality Management.
• Experience in market research or psychology/sociology is beneficial.
• Experienced Salesforce Lightning Service Cloud and training tools (i.e., Kahoot), ideally with experience in 2nd level support and trainings.
• Fluent in spoken and written English with excellent written & verbal communication skills.
• Business acumen.
• Strong stakeholder management.
• Ownership mentality.
• Process improvement & continuous learning mindset.
• Ability to navigate complexity and ambiguity.
• Must have experience effectively collaborating and influencing others.
• Proven ability to analyze and turn insights into action.
• Ability to seek impact rather than harmony, while challenging appropriately.
• Apply critical thinking and challenge the status quo.
• Strong interpersonal and communication skills, both written and verbal.
• Must be able to work independently in a fast‑paced, lean organization and be very organized and detail oriented.
• Ability to prioritize work.
• Experience establishing a new role and establishing new ways of working.

It all started with a pharmacist and a dream almost 140 years ago. Today, Beiersdorf is a global company with iconic brands — Coppertone, Aquaphor, Eucerin and NIVEA — focused on providing innovative, clinically‑proven and safe skin and sun care solutions to more than 500 million consumers in over 200 countries — making people feel comfortable in their own skin.

At Beiersdorf, we care beyond skin. We care for people — our employees, our customers, our consumers and our communities — and our planet. We know that diversity of thought, backgrounds, experience and perspective enriches our culture and supports innovation and ingenuity. We know that responsibly‑sourced, sustainable products and packaging make for a more sustainable future. And we know that when…