Job Title:  Consumer Engagement Manager

About the role:

In this role you will have opportunity to design, build and evolve a full eco-system supporting front-line and digital consumer care interaction, creating end-to-end positive experience, convert people to our products and distil consumer centricity within Versuni. 

Responsible for: 

INSIGHT FOR IMPACT : Transform neutral or negative experience in a positive one to retain consumers 

INSIGHT FOR DECISION : Improve Consumer Journeys and identify most effective touchpoints for loyalty, conversion and self-help  

INSIGHT FOR SPEED : Leverage technology and processes to improve effectiveness and efficiency of consumer interactions 

The impact you’ll make:

• Monitor consumer care journeys and service performance across markets, channels, and categories to improve user experience, NPS and brand equity. 
• Redesign and implement consumer journeys across categories and channels. Conduct consumer research and A/B test to feed the design and optimize journeys
• Maximize performance and effectiveness of service. Adopt data driven approach to uncover and mitigate service challenges by working with consumer care leadership, markets, and outsourced support teams. 
• Ensure quality, completeness, adoption of service policies, knowledge and training across internal and relevant consumer facing touchpoints. Manage the knowledge portal and orchestrate new product introduction processes for service teams.
• Collaborate with other functions to deliver a consistent end-to-end experience: (1) with Contact Centers and Service Operations Network to ensure successful execution of end-to-end service delivery, (2) with the D2C team & supply chain for end-to-end ecommerce experience, and (3) with Digital Experience teams to ensure design & delivery of multi-channel experiences
• Complement Voice of the Consumer to fuel our renovation pipeline.
   

The skills and knowledge you’ll bring:

• Bachelor's degree in Marketing, Business, Social Sciences, Engineering or a related field.
• 5+ years of experience in either consumer care, consumer experience functions or consultancies similar domain expertise. 
• Experience working with internal and external partners
• Analytical skills, advanced with Excel and PowerBI
• Project management
• Fluent in English
   

Ready to make an impact?

From developing game-changing air fryers to perfecting the art of coffee making, Versuni’s purpose is turning houses into homes — and we’re calling on your talent to bring it to life. Join our global team of 6,000+ passionate individuals, work with world-class brands, and shape the future of home living. We’re ready for you — are you ready for us?