Consumer Relations Specialist Nordics

Sales & Marketing København Full-time Denmark

Job Description

With a direct report to the Nordic Media, Consumer Insights & BI Manager, the Consumer Relations (CR) Specialist is responsible for the collection and scripting of information for the Jacobs Douwe Egberts brands, products and promotional programs, as well as corporate matters. This information is communicated to and used by vendor employees in the servicing of consumers who contact Jacobs Douwe Egberts via all digital and analogue touch points, such as social media, phone and e-mails. The CR Specialist is accountable for training and managing the vendor employees in relation to JDE specific topics.

The CR Specialist is responsible for handling of any potential risk / high profile contacts and escalating to the Jacobs Douwe Egberts Backoffice in an efficient and timely manner and maximize consumer satisfaction while minimizing company liability.

This role will support to manage and execute selected ongoing and ah-hoc consumer relations related projects to support the decision making in JDE through a fact based, scientific approach to data and maintain a high level of consumer engagement.

Local accountable for coordination of consumer activities within the Nordics (Sweden, Denmark, Norway) towards the outsource vendor on Consumer Relation, including Front Office/Backoffice workflows and communication with other relevant stakeholders within the organization; Local Marketing / Trade Marketing, Supply Chain and Central Consumer Care. The Consumer Relations Specialist is also the main driver and coordinator on Community Management for JDE Nordic brands social media profiles. 

Key Areas of Responsibility

  • Maintenance of relevant local Consumer Care processes, information and system Master Data to ensure timely, accurate and professional communications with consumers
  • Proofread and adapt different texts and content into consumer-friendly texts
  • Providing accurate, up-to-date information on all Jacobs Douwe Egberts (JDE) products and promotions to external Careline team. Training and on-boarding of new agents to JDE and our brand portfolio. Indirectly lead a team of 6 agents for Nordic. Managing the escalated, high risk, sensitive consumer contacts
  • Managing the inventory for reimbursement/ promotions
  • Communicate to stakeholders and analyses the consumer feedback, including social media
  • Supporting Backoffice in specific situations related to end consumer contacts or media inquires
  • Manage Social Media Contacts management & communication within organization

Qualifications

Experience

  • Experience in customer / consumer service or similar field
  • Experience with Social Media
  • High level of MS Office (Excel and PowerPoint) knowledge
  • Experience from international company / FMCG experience seen as benefit
  • Experience from the Nordic market and working within communication across Nordics

Profile

  • Excellent communicating skills
  • Fluent in preferably 2 Nordic languages + English
  • Passion for understanding consumers and customers
  • Lead your projects with great accountability

Additional Information

For more than 265 years, JACOBS DOUWE EGBERTS (JDE) is inspired by its belief that it’s amazing what can happen over a cup of coffee or tea. We are fuelled by our purpose of unleashing the possibilities of coffee and tea to create a better future. Today, our coffee & tea portfolio is available in more than 100 developed and emerging markets, through a portfolio of over 50 brands that collectively cover the entire category landscape led by leading household names such as L’OR, Gevalia, Senseo, Tassimo, Friele, Pickwick and Café Noir. 

JDE is part of JDE Peet’s, the world’s largest pure-play coffee and tea company, headquartered in The Netherlands.

What’s it like to work at JDE?

We are proud of our passionate, driven associates that challenge the status quo and pursue mastery in everything they do. Our goal is simple and ambitious – JDE: A coffee & tea for every cup.

At JDE, we're Made to Stand Out. Every day we are progressive in outlook, ambitious in nature, resourceful in action and decisive in approach, bringing coffee and tea moments to everyone around the world.

Our culture is based on our values; Simplicity, Accountability, Entrepreneurship, Solidarity and Discipline. We give our people lots of freedom and flexibility, and in return we expect you to be self-motivated, work smart and bring a winning spirit to work.