Consumer Engagement Manager

About the role:

In this role you will have the opportunity to design, build and evolve a full eco-system supporting front-line and digital consumer care interaction, creating end-to-end positive experiences, converting people to our products, and distilling consumer centricity within Versuni.

Responsible for:

• INSIGHT FOR IMPACT: Transform neutral or negative experiences into positive ones to retain consumers.
• INSIGHT FOR DECISION: Improve Consumer Journeys and identify the most effective touchpoints for loyalty, conversion, and self-help.
• INSIGHT FOR SPEED: Leverage technology and processes to improve the effectiveness and efficiency of consumer interactions.

The impact you’ll make:

• Monitor consumer care journeys and service performance across markets, channels, and categories to improve user experience, NPS, and brand equity.
• Redesign and implement consumer journeys across categories and channels. Conduct consumer research and A/B tests to feed the design and optimize journeys.
• Maximize performance and effectiveness of service. Adopt a data-driven approach to uncover and mitigate service challenges by working with consumer care leadership, markets, and outsourced support teams.
• Ensure quality, completeness, and adoption of service policies, knowledge, and training across internal and relevant consumer-facing touchpoints. Manage the knowledge portal and orchestrate new product introduction processes for service teams.
• Collaborate with other functions to deliver a consistent end-to-end experience: (1) with Contact Centers and Service Operations Network to ensure successful execution of end-to-end service delivery, (2) with the D2C team & supply chain for end-to-end ecommerce experience, and (3) with Digital Experience teams to ensure design & delivery of multi-channel experiences.
• Complement Voice of the Consumer to fuel our renovation pipeline.

The skills and knowledge you’ll bring:

• Bachelor's degree in Marketing, Business, Social Sciences, Engineering, or a related field.
• 5+ years of experience in either consumer care, consumer experience functions, or consultancies with similar domain expertise.
• Experience working with internal and external partners.
• Analytical skills, advanced with Excel and PowerBI.
• Project management.
• Fluent in English.

Ready to make an impact?

From developing game-changing air fryers to perfecting the art of coffee making, Versuni’s purpose is turning houses into homes — and we’re calling on your talent to bring it to life. Join our global team of 6,000+ passionate individuals, work with world-class brands, and shape the future of home living. We’re ready for you — are you ready for us? 😊