Consumer Engagement Center Lead
Job Summary
The Consumer Engagement Center Lead for Cambodia and Laos is responsible to lead CMS and Careline, serving as the voice of the consumer within the organization—analyzing sentiment, identifying trends, and collaborating cross-functionally to enhance products, services, and communication strategies.
Job Description (Responsibilities)
Oversees operations, vendor management, and reports (weekly, monthly, annually).
Analyzes data, reports, trends and share action plans.
Provides thought leadership in the management of negative consumer sentiment with cross functional teams.
Trains CEC Team members in effectively advocating for consumers/communicating the consumer perspective across the organization.
Drives consumer-facing operations during product recalls/complaints.
Job Specification (Requirements)
Experience & Skills:
3+ years in consumer engagement, customer service, or related fields.
Experience in social media management or digital engagement.
Strong leadership and vendor management experience.
Proven ability to analyze data and translate insights into action.
Experience handling product recalls or crisis communication.
Excellent communication and stakeholder management skills.
Qualifications:
Bachelor’s degree in business, Marketing, Communications, or related field.
Advanced Excel and reporting tools (e.g., Power BI, Tableau).
Familiarity with CRM systems and consumer sentiment tools.