Customer Engagement Advisor

Date: 18 May 2023

Location: Hemel Hempstead, GB, HP2 4TZ

Company: Britvic


Customer Engagement Advisor
Location: Solihull (Hybrid – 1 day a week in office)

At Britvic we are on a journey to become the world’s dynamic soft drinks company, building iconic brands that are loved by consumers. With a strong position both in the UK and internationally, we are looking to build on our success to date with ambitious global growth, taking our existing brands to new markets, innovating into new opportunity spaces, and acquiring new brands to extend our portfolio reach.

About the role:
The role of the Consumer Engagement Advisor is to effectively deliver the goals of the Consumer Engagement function, using the systems and processes for the GB&I market and deliver an exceptional performance with the support of the GB&I Consumer Engagement Manager.
You will manage consumer conversations efficiently across all communication channels with a focus on delivering world class consumer experience to support globally admired brands.    
You will meet, and where possible exceed consumers’ expectations across a wide range of world-famous brands, whilst safeguarding and enhancing Britvic’s reputation.
You will represent Britvic and its culture at all times, building effective stakeholder relationships cross functionally within Britvic and externally with our partners and agencies.

On a day to day basis:

  1. Manage all consumer conversations efficiently across all communication channels with a focus on delivering world class consumer experience to support globally admired brands
  2. Respond effectively to consumer contacts across all communication channels (phone calls, emails, white mail and social media) within agreed time frames and at the highest standards of quality, helping maintain Britvic’s market leading consumer experience reputation
  3. Ensure consumers’ requirements and expectations are fully met at all time, whilst safeguarding Britvic’s brands and reputation
  4. Brand community management on the social platforms of a variety of brands
  5. Communicate in the brand appropriate tone of voice and lead surprise & delight activities 
  6. Contribute suggestions to improve efficiency and effectiveness and highlight immediate or on-going issues
  7. Identify appropriate engagement opportunities for brands and generate inspiration for social media content when possible 
  8. Ensure the compliance of all data captured
  9. Represent Britvic and its culture internally and externally
  10. Regularly liaise with supporting functions to maintain a strong working relationship and maintain best practices

Knowledge, Skills & Experience Required:

  1. Excellent communicator (written and verbal) at all levels
  2. Strong organisational and project management skills, able to manage multiple on-going assignments simultaneously
  3. Results-driven, collaborative and a ‘can-do’ attitude, a self-starter with a strong bias to action
  4. Excellent IT skills 
  5. Strong experience with social platforms and tools (community management)
  6. Experience in people engagement 
  7. Strong business partnering
  8. Effective management of matrix teams
  9. Sound judgement and business acumen 
  10. Ability to cut through and manage under pressure, including managing ambiguity

We believe we are stronger together and that’s why we’re committed to providing equal opportunities to all applicants and employees. We know that by building a truly inclusive environment where everyone feels celebrated, safe and respected - diversity and wellbeing will naturally thrive.