The Estee Lauder Companies Consumer Response Manager in Bristol, Pennsylvania
Consumer Response Manager
Brand: Estée Lauder Companies Corporate Departments
The Consumer Response Manager is responsible for developing the appropriate external facing consumer responses for the ACCC in collaboration with Corporate GCC, Legal, Global Communications, Quality Assurance, R&D. In addition, the Manager is responsible for managing the existing library of responses and maintaining up-to-date content for consumer responses. This position ensures consistent messaging across all consumer response mediums at the ACCC to ensure consumer satisfaction and protect brand loyalty.
Key Roles & Responsibilities
40% - Develops written and verbal consumer responses for use in written consumer correspondence, on digital platforms and in telephone conversations by the ACCC team. Creates responses for all brands and all topics handled at the care center, including regular correspondence and special issues that might arise. Ensures that the “voice” of each brand is represented in brand specific communication, and that the “voice” of The Estee Lauder Companies is represented in corporate communication. Stays abreast of current communication practices to ensure that all communications are clear, understandable and relevant to the consumer audience, reviewing regularly and recommending changes when necessary.
20% - Collaborates with other stakeholders e.g. Corporate GCC, Legal, Global Communications, Education, Product Development, Quality Assurance to develop content. Works to ensure that key company and brand messaging is incorporated into all communication. Clearly understands company positioning and issues so that responses accurately reflect company stance and minimize risk.
20% - Creates and maintains response files for ACCC, clearly tracking communication topic and purpose to ensure consistency in communication and handling protocol. Ensures that duplicate responses are not created/being used by the team to minimize opportunity for inconsistency in messaging. Reviews current communication files regularly to be sure that the most up to date responses are available for use by representatives.
10% - Develops guidance for using responses, ensuring that all communication from the ACCC to consumers is consistent and supports company positions. Works with Training Manager to understand what topics may require additional responses.
10% - Ensures that key GCC departmental communications are incorporated into the response library and that ACCC team members are aware of any new communication messaging and responses.
Bachelor’s degree; Communications degree preferred
5 Years Communications/Technical Writing/Public Relations
Excellent writing and verbal communication skills
Excellent organizational skills
Critical thinking skills to understand issues and develop recommended responses
Job: Customer Service
Primary Location: Americas-US-PA-Bristol
Job Type: Standard
Shift: 1st (Day) Shift
Travel: Yes, 5 % of the Time
Job Number: 164041