Consumer Affairs Systems Analyst

hace 4 semanas

Barcelona, Barcelona, España COTY A tiempo completo
PROFILE

Coty Job Title: Consumer Affairs System Analyst

Local Job Title:

Reports To: Director Global Consumer Affairs

Location: Barcelona

Function: Supply Chain

No of Direct Report: 0 direct reports/0 wider team responsibility

ABOUT COTY

We're Coty, one of the world's largest beauty companies with an iconic portfolio of brands across fragrance, color cosmetics, and skin and body care. Coty is the global leader in fragrance and number three in color cosmetics. Coty's products are sold in over 150 countries around the world. Coty and its brands are committed to a range of social causes as well as seeking to minimize its impact on the environment.

ABOUT THE DEPARTMENT

Consumer Affairs manages over 200,000 annual consumer contacts globally. Our product end-users contact Coty through several channels including phone, chat, bots, social media, and web forms. Requests include inquiries, complaints, and serious events. All contacts are handled within local regulations and documented SOPs. We provide actionable insights to various Coty teams to aid in product development and improvement.

THE ROLE

This System Administrator role ensures key software tools are designed and functioning to meet department needs. Work with users and department leaders to design system elements, including bots, AI features and data fields. Execute changes in-system to specification, test, and present changes to user teams.

Key Success Measures

100% functionality of systems On-time delivery of assigned updates and elements Successful validation of CRM system Core responsibilities:

Day-to-day administration of our contact management system in Emplifi Agent in Test and Production environments. System fundamental elements are maintained and updated as needed including product files, user profiles, standard letters, case codes, action processors, utilities etc. Design and develop bots within Emplifi system to enhance consumer experience. Maintain bots on an ongoing basis. Analyze user data to identify improvements and consumer insights. Troubleshoot system problems independently. Administer other functions including, fulfillment, and data processing within SAP Leading the team:

Work very closely with our system partner, Emplifi, to train, learn and maintain systems Coordinate with our Data Science Senior Manager regarding reporting needs, file uploads etc. Demonstrate interface changes to user teams Continuous improvement

Coordinate with external contact center partners to understand user needs and design screens with them in mind. Identify and suggest system enhancements to increase productivity and efficiency of front-line users Project management

Independently lead bot and interface design projects from concept through design, development, testing and launch Lead system validation projects as needed after significant revision. KEY INTERFACES

Emplifi Agent CRM system Emplifi Bot SAP PowerBI Outsourced contact center leaders Consumer Affairs team

Mastery of systems

Excellent attention to detail Solve problems independently Time Management Medium scale project management Effective communication with internal and external groups on middle level Presentation/Demonstration ability Flexibility to adjust priorities as needed 5 years CRM administration experience Bachelor's Degree Excellent English spoken and written skills Strong computer skills and experience including PowerBI, CRM, SAP or similar

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