Careline Nutrition Advisor (3rd Party Contract)

Job description

Would you like to be part of Danone and experience working in a multinational environment to bring health through food to as many people as possible?
If YES, Danone Middle East is looking for a talented 'Careline Nutrition Advisor' based in UAE, like you!

About the role

In this role you will be part of the Consumer Marketing team of Specialized Nutrition (SN) Middle East and you will be reporting to the Digital, Ecommerce & CRM Lead. You will be supporting the Gulf, Levant and Egypt and closely collaborating with brand, quality, medical & crisis teams.

Your key responsibilities will be:

1. CRM – Consumer engagement & Complaints handling (70%)

·  Offering telephone, e-mail, live chat and social media based information and support to mothers and patients across the SN brand portfolio
·  Build and accurately maintain a consumer database from these contacts that can be segregated by age of the child, by accurately logging all interactions into the CRM system (Excipio)
·  Deal with consumer complaints in a timely manner based on set KPIs and coordinate with the quality control team to organize product replacements
·  Liaise with sales and trade marketing teams in respective countries to get updates on product out of stock situations
·  Escalate advice requests and complaints to ensure appropriate level of response to consumer
·  Track and report monthly consumer interactions across the region that is consolidated into reports and shared with brand teams and management

2. Content Development (20%)

·  Support the brand teams with reviewing website and social media content
·  Provide brand teams with monthly insights and most frequently asked questions of the month to ensure relevant content is being created
·  Liaise with agency partners where needed to ensure the ‘consumer language’ is reflected in all content developed
·  Provide a consumer viewpoint on brand assets (e.g. consumer leaflets, websites & social media content) developed by brand and medical marketing teams through experience gathered from daily interaction with consumers
·  Aid in the review and/or translation of English content to Arabic, to reflect the relevant dialects used by mothers in the Middle East

3. Promoter Trainings and On Ground Events (10%)

·  Support the brand teams in the development and maintenance of the promoters training manual by country
·  Provide regular thorough product & services training to existing and new promoters, to ensure they are equipped with the knowledge and know-how to interact with mothers at point of sale
·  Attend brand on-ground events (mall activations, nurseries, school shows etc..) as the face of the brand, to engage with mothers and provide them with product and nutrition related information

About you
To be successful in the role, you should ideally have:

·  A Bachelor’s Degree, preferably with some formal nutritional/healthcare qualification
·  Fluency in Arabic and English languages
·  Experience in a customer service role, patient or child-care based
·  Good understanding of basic nutrition and healthcare (mothers, children, patients)
·  Good knowledge of the importance of first 1000 days, pregnancy and early childhood
·  Good computer skills - MS Office and Salesforce
·  Familiar with using different social media platforms (Facebook, Instagram, Twitter, Youtube)
·  Cultural savviness, sensitivity and strength in providing emotional support
·  Ability to handle and resolve consumer complaints calmly and effectively

About us
Danone is a world leading food company operating in three business divisions: Fresh Dairy Products, Waters and Specialized Nutrition.
Danone’s mission is Bringing health through food to as many people as possible and we want to invite people to join the movement for a healthier world. We recognize the power people have in impacting the world through their daily choices. Each time we eat and drink, we vote for the world we want to live in. We believe a healthy body needs healthy food. And healthy food needs a healthy planet and this is what our new signature One Planet One Health embodies.
( https://youtu.be/0wBhigOz_ic )

We offer
Working in Danone Middle East is one of the best places to build a strong career through everyday learning, empowerment and team collaboration in an open culture & environment. Our culture fosters autonomy and empowerment, where your everyday can be a fresh adventure - full of new possibilities and opportunities for your development.

So, if you are the Careline Nutrition Advisor we are looking for? Click on 'apply' now before the closing date of 5/1/2020.
For more information about Danone, its people and its business, please visit www.danone.com .