Specialist, Consumer Affairs

Job description

CONSUMER ENGAGEMENT Craft responses to consumer inquiries in the voice of Red Bull, bringing the brand to life while satisfying the consumer’s request, across inquiry groups including: Product, Consumer Collecting, General inquiries, Sales, Sports, Culture, Event Support, Sports, Brand and Culture, Legal, and Consumer Products. Prioritize inquiries received through the official inquiry webpage. Support campaigns as assigned. Contribute to plans that optimize 1:1 engagement opportunities. Adapt key learnings to consistently evolve best practices for consumer interactions. Manage and process inbound physical mail from consumers. Identify and execute opportunities to engage consumers with consumer incentives (product trial, gifting merchandise, discounts, etc.) NEW MESSAGING DEVELOPMENT Create consumer-facing messaging aligned with messaging frameworks to ensure consistency and accuracy across all consumer inquiry topics. Collaborate with cross-functional teams to develop approved responses for emerging inquiries and topics. Maintain a repository of messaging frameworks to ensure alignment with brand tone of voice. WORKFLOW Maintain content asset library with timely updates to always provide the most up-to-date and inspiring content to consumers with each engagement. Provide sales leads to the on-premise teams. Ability to work across multiple projects while prioritizing demands and meeting deadlines. Contribute to a fun, productive and positive work environment. REPORTING Compile qualitative and quantitative data for quarterly reports. Ensure all inquiries are properly tagged and categorized to support accurate data collection and analysis. Monitor inquiry trends, report key topics to management, and prepare flash reports highlighting emerging issues. Immediately escalate sensitive inquiries to the appropriate manager. PROJECT MANAGEMENT Leverage Consumer Affairs management tools, including Zendesk, Monday.com, SAP, and Lead Tracker. Compile meeting notes and distribute them to the team. 1-2 years consumer engagement experience with proven track record of accomplishments Strong people skills across consumers and colleagues Excellent written and verbal skills with attention to detail Strong storyteller across a variety of audiences Self-starter, creative thinker and problem solver Highly committed, professional, and a great team player Intuitive communicator, adaptable to broad consumer base Enthusiastic, energetic and positive attitude Past involvement with marketing programs and campaigns Microsoft Office applications, Zendesk (preferred), and/or Airtable