Associate Manager, GBS - Contact Center Social Media

Job Description
Summary
In this role, the Consumer Advocacy & Social Insights will:

• Translate data and insights across multiple data sources into actionable stories that resonate with the functional teams or audience.

• Partner with stakeholders to align reporting capabilities and insight delivery across channels to inform business objectives

• Drive action & business decisions through Contact Center, Ratings/Reviews & Social Intelligence

• Influence business decisions by generating insights obtained through Social Listening, Ratings/Reviews & Contact Center data.

• Manage day-to-day relationships with current social media listening vendors

• Lead social research across Marketing, Insights, Sales, or R&D needs/objectives.

• Deliver actionable social insight recommendations that drive strategies to win in the marketplace.

• Lead the development of dashboard and report capabilities that will empower brands to access social insights, and/or self-service for social insights

• Lead the development of social listening queries and reporting of Brand and Macro/Culture topics

• Lead the team in response to PR and/or social media crisis

• Build engaging presentations and be able to clearly explain and defend complex analysis, recommendations, and alternatives not chosen

• Lead the presentation of consumer touchpoint insights with key business leaders and stakeholders.

• Constantly innovate and push our thinking on how to offer best-in-class analytics

Successful Insights Manager will be:

• Flexible: Be flexible and creative to adjust to changing priorities and business challenges. Deal with ambiguity, while showing strong drive for results. Highly adaptable, works well in an environment of change

• Strong Communicator: Showcase strong communication skills through distilled clean/concise insights that drive empathy and storytelling behaviors. Comfortable presenting and collaborating with people remotely and/or virtually

• Self-motivated: Ability to handle many workstreams and contending priorities

• Analytical: Ability to see through data and recognize patterns to inform brand actions

• Collaborator: Team player, works well in a fast-paced entrepreneurial environment

• Curiosity & Action: Have intellectual curiosity and creative insight, coupled with a drive for actionable, tangible results

Requirements

• Minimum 5+ years of experience with social listening, data analysis, and/or qualitative research.

• Advanced skills in Excel & BI Solutions (Tableau, Power BI).

• SQL knowledge a plus

• Strong technical skills with demonstrated ability to synthesize raw data and develop actionable insights.

• Strong knowledge of statistical analysis with both structured and unstructured data.

• Experience working on social listening programs and analysis for a Fortune 500 company.

• Experience and expertise with Social Media Listening platforms (Sprinklr, Brandwatch, Talkwalker, NetbaseQuid, etc.)

• Excellent written and verbal communication skills

• Demonstrated ability to translate data into insightful non-technical stories

• Must be able to lead and work collaboratively with internal and external teams

• Demonstrated executive presence and comfort presenting to senior leaders

• Thinks strategically and big - ensuring that activities deliver against core business objectives and articulate key messages

• Strong strategic understanding of social listening capabilities and passion for staying educated about developments

• Proven project management and organization skills with exceptional attention to detail

Location(s)
Mexico City - Antara Tower A - 5th Floor - Local Office
Kraft Heinz is an Equal Opportunity Employer - Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes.