$ads={1}
Kenvue, part of the Johnson & Johnson Family of Companies (Kenvue), is currently recruiting for:
Consumer Care Leader, China
This position reports into Regional Consumer Care Lead, APAC and is based at Shanghai, China.
Who we are
At Kenvue, part of the Johnson & Johnson Family of Companies, we believe there is extraordinary power in everyday care. Built on over a century of heritage and propelled forward by science, our iconic brands—including NEUTROGENA®, AVEENO®, TYLENOL®, LISTERINE®, JOHNSON’S® and BAND-AID® —are category leaders trusted by millions of consumers who use our products to improve their daily lives. Our employees share a digital-first mindset, an approach to innovation grounded in deep human insights, and a commitment to continually earning a place for our products in consumers’ hearts and homes.
Join us in shaping our future–and yours. Watch us here.
What will you do
- Provide best-in-class Consumer Experience in China market by taking responsibility for China Consumer Care function, including contact center vendor management and addressing consumer interactions coming from multiple channels: traditional, social media and other digital spaces.
- Responsible for valuable & actionable consumer insights generation and related reporting to China local commercial function & regional/global stakeholders, coming from daily consumer contacts, leading to creation & development of consumer engagement activities which supports revenue & growth targets delivery of the market
- Accountable for overall Consumer Care operations to meet performance targets with detailed understanding of systems, processes, customer & franchise needs, resulting in identification of areas for improvement, value added services and resource optimization & departmental budget management. Accountable in streamlining of processes and focus on de-complexity of procedures.
- Ensuring quality & compliance in all actions and all consumer interactions from China market & cross-border contacts as required by regulations including internal audit & Health Authority inspections. Execute and support corrective action plans, if required.
- Partnering and collaborating with cross functional teams, from local, regional and global organizations, as China Consumer Care subject matter expert in providing advisory & complaints managements services ultimately delivering consumer satisfaction.
- Living the Kenvue purpose and values with clear focus on consumer centricity
Qualifications
What we are looking for
- Bachelor’s Degree in related fields of Business or Marketing
- More than 5 years in consumer service experience, with at least 3 years team management responsibility
- Excellent communication skills and fluent in English, both oral and written
- Profound knowledge in consumer care and solutions, with familiarity to marketing terminologies, strategies & strong eCommerce and Social Media knowledge
- Understanding of compliance requirements
- Strong capability to manage complexity in FMCG environment, with logical thinking and strategic mindset
What’s in it for you
- Competitive Benefit Package
- Paid Company Holidays, Paid Vacation, Volunteer Time, Summer Fridays & More!
- Learning & Development Opportunities
- Employee Resource Groups
- Unique experience in working with local market stakeholders supported by regional / global organization
Kenvue is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
