We are looking for a Consumer Care Analyst for the Consumer Care team, who will play a vital role in optimizing our consumer care processes through automation, data analysis, and a deep understanding of consumer needs. You will be a key contributor to enhancing our consumer experience and driving consumer satisfaction.
What will you do?
Monitor key KPIs daily, identify anomalies, and ensure data accuracy and classification integrity.
Contribute to Consumer Care Process Improvement proposals and document new designed processes.
Provide training to external agents, coordinators, and internal supporters as required.
Manage and document bugs or new processes in our ticketing tool Jira, following up on their resolution or implementation.
Ensure the external team is equipped with accurate, up-to-date information for direct consumer responses, and keep the knowledge base current.
Generate periodic reports and maintain ongoing communication with external coordinators, agents, internal teams, and other stakeholders.
Collaborate effectively with teams across the organization (especially IT) to identify and address consumer needs.
What are we looking for?
At least 2 years of working in a consumer data analyst role or similar.
Proficiency in data analysis tools and CRM software.
Analytical skills with attention to detail and ability to work independently and as part of a team.
Proactive, client-oriented, analytical/IT/Business mindset and process-oriented.
High organizational and relational skills.
Proactivity, energy, and adaptability to change.
Autonomy, flexibility, and empathy.
Desirable knowledge of PowerBI, Tableau, SAP Analytics, QlikView, or Looker, and experience with a CRM, desirable with Salesforce.
Fluent level of English and Spanish.
What do we offer?
Affinity University platform: Professional development opportunities to employees at different stages of their careers, acknowledging diverse career paths.
Pet-friendly office.
Celebrations & Fun.
We cultivate an inclusive culture that celebrates diversity. We firmly believe that embracing various perspectives is integral to our company's success and the strength of our team. That's why we are committed to providing equal opportunities for all.
Our Company
Affinity Petcare is more than an international petfood company. For more than 50 years, we have been dedicated to nourishing healthy bonds between dogs, cats and people to make the world a better place.
We are very proud of our innovative brands which include: Ultima, Advance, Brekkies, Nature's Variety, Nature's Menu, Natural Trainer, Libra and more. Currently, we are over 1,800 professionals working for this purpose from Barcelona, Paris, Milan and Snetterton, as well as 4 production sites through which we supply the 70+ countries where our brands have a presence.
Want to know more about us?
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