AFC Consumer Engagement Leader

You’re not the person who will settle for just any role.
Neither are we.
Because we’re out to create Better Care for a Better World, and that takes a certain kind of person and teams who care about making a difference.
Here, you’ll bring your professional expertise, talent, and drive to building and managing our portfolio of iconic, ground-breaking brands.
In your Consumer Engagement Leader role, you’ll help us deliver better care for billions of people around the world.
It starts with YOU.
Summary of Position: The Consumer Engagement Leader is responsible for keeping the consumer at the center of all they do.
This person will partner with cross-functional teams to provide high-quality consumer engagement on social media.
In this role, you will lead the social media consumer services strategic approach from a proactive, reactive, and risk mitigation standpoint.
You will mine consumer data through social and ratings and reviews channels, looking for trends and identifying insights to drive continuous improvement of our brands and the consumer experience.
This role is also responsible for providing monitoring, listening reporting, management and oversight of consumer engagement projects including new product launches and accurate product information/updates as necessary.
This role has approximately 3 direct reports.
Responsibilities: Develop and manage strategic social process that identifies and enables best in class consumer engagement, insight, and risk mitigation.
Leverage social media and ratings and reviews monitoring and listening tools and dashboards to keep an active pulse category and owned brands, along with trending conversations and topics on social related to the category.
Continuously develop and update ongoing consumer responses and ensure consumers are being responded to appropriately and in a timely manner on social media and within ratings and reviews.
Moderate consumer reviews through BazaarVoice in a timely manner and ensure connections on the backend are accurate and updated regularly.
Track and analyze social media and ratings and reviews metrics to measure the success of campaigns and overall consumer engagement/experience.
Provide regular reports on key performance indicators (KPIs) and insights.
Represent the voice of the consumer in cross-functional team meetings as relevant.
Collaborate with cross-functional teams, including brand, public relations, quality and more to ensure a cohesive brand presence.
Manage a team of community managers to ensure best-in-class social interactions with consumers and appropriate logging of inbound requests and timely consumer responses.
Work with agency partners and/or brand teams to manage social posting calendars; potential to help lean into content creation with certain opportunities.
Manage back-end logistics of social platforms and influencer relationships as necessary, including ad accounts.
Stay informed about industry trends and social media best practices.
Identify opportunities for innovation and improvement, and relay to the Brand team for content creation planning.
Key Customers: Associate Director of External Communications, KCNA; Vice President of Advanced Marketing Capabilities; Sr.
Director of Insights and Analytics; Brand VP’s/GM’s; Director of U.
S.
Media; and Director, Post Market Surveillance & Complaint Handling.
These customers expect aligned and sound social strategy, counsel and advice, and exceptional tactical execution that impacts the business.
About Us Huggies®.
Kleenex®.
Cottonelle®.
Scott®.
Kotex®.
Poise®.
Depend®.
Kimberly-Clark Professional®.
You already know our legendary brands—and so does the rest of the world.
In fact, million of people use Kimberly-Clark products every day.
We know these amazing Kimberly-Clark products wouldn’t exist without talented professionals, like you.
At Kimberly-Clark, you’ll be part of the best team committed to driving innovation, growth and impact.
We’re founded on more than 150 years of market leadership, and we’re always looking for new and better ways to perform – so there’s your open door of opportunity.
It’s all here for you at Kimberly-Clark.
Led by Purpose.
Driven by You.
About You You perform at the highest level possible, and you appreciate a performance culture fueled by authentic caring.
You want to be part of a company actively dedicated to sustainability, inclusion, wellbeing, and career development.
You love what you do, especially when the work you do makes a difference.
At Kimberly-Clark, we’re constantly exploring new ideas on how, when, and where we can best achieve results.
When you join our team, you’ll experience Flex That Works: flexible (hybrid) work arrangements that empower you to have purposeful time in the office and partner with your leader to make flexibility work for both you and the business.
In one of our professional roles, you’ll focus on winning with consumers and the market, while putting safety, mutual respect, and human dignity at the center.
To succeed in this role, you will need the following qualifications: Position requires at least seven years of some combination of social/digital/consumer service related experience Bachelor’s degree or higher, with a BA/BS in communications, journalism or marketing preferred.
Experience in Community Management, Consumer Services experience is a plus as is knowledge of risk management/mitigation.
Ability to synthesize data into actionable insights Robust experience in Digital as part of broader program mix, integrated planning & innovation Broad experience in various consumer product categories preferred.
CPG experience a plus, but not required Cool and collected in crisis situations, able to think through scenarios and risk to be ‘constructively paranoid’ about protecting our consumers, brands and businesses.
Influential Leadership with management, peers, internal customers, and partners.
Proven problem solving capabilities Excellent communication, presentational, and process skills Strong grasp of business strategy and ability to prioritize opportunities Focused, organized with ability to drive projects to goal on time to goal Constructive Change Agent (progressive mindset, great change management skills, pragmatism: able to toggle today & tomorrow, great stakeholder management / peripheral vision) Lives K-C culture by being a role model for the rest of the organization Capable of connecting personally with consumers (humanize the company), and provide feedback to numerous departments internally (Quality, brand, legal, IT, etc.
),Strong digital skills across multiple platforms; familiarity with information technology, and all social media platforms.
Strong interpersonal skills and the ability to build relationships quickly.
Ability to be flexible and agile, working across multiple teams, disciplines, and personalities.
Familiarity with social monitoring platforms such as Sprinklr, BazaarVoice,etc.
Preferred: Advanced degree in related area Prior experience in consumer-packaged goods organization and/or medical devices Agency experience Total Benefits Here are a few of the benefits you’d enjoy.
For a complete overview, see www.
mykcbenefits.
com.
Great support for good health with medical, dental, and vision coverage options.
No waiting periods or pre-existing condition restrictions.
Access to an on-site fitness center, occupational health nurse, and allowances for high-quality safety equipment.
Flexible Savings and spending accounts to maximize health care options and stretch dollars when caring for yourself or dependents.
Diverse income protection insurance options to protect yourself and your family in case of illness, injury, or other unexpected events.
Additional programs and support to continue your education, adopt a child, relocate, or even find temporary childcare.
Hybrid Work Arrangements To Be Considered Click the Apply button and complete the online application process.
A member of our recruiting team will review your application and follow up if you seem like a great fit for this role.
In the meantime, please check out the careers website.
And finally, the fine print….
For Kimberly-Clark to grow and prosper, we must be an inclusive organization that applies the diverse experiences and passions of its team members to brands that make life better for people all around the world.
We actively seek to build a workforce that reflects the experiences of our consumers.
When you bring your original thinking to Kimberly-Clark, you fuel the continued success of our enterprise.
We are a committed equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, age, pregnancy, genetic information, citizenship status, or any other characteristic protected by law.
The statements above are intended to describe the general nature and level of work performed by employees assigned to this classification.
Statements are not intended to be construed as an exhaustive list of all duties, responsibilities and skills required for this position.
Employment is subject to verification of pre-screening tests, which may include drug screening, background check, and DMV check.
Additional information about the compensation and benefits for this role are available upon request.
You may contact 866-444-4516 – when prompted for employee ID, say “OTHER CALLER” - or kcchrprod@service-now.
com for assistance.
You must include the six digit Job # with your request.
Veterans and members of the Reserve and Guard are highly encouraged to apply.
Kimberly-Clark will support in-country relocation for the chosen candidate for the role, including assistance to obtain proper work authorization .
The benefits provided will be per the terms of Kimberly-Clark’s applicable mobility policies.
The benefits/policy provided will decided in Kimberly-Clark’s sole discretion.