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Consumer Support Systems Analyst

hace 2 meses

Barcelona, Barcelona, España COTY A tiempo completo
About the Role

We are seeking a highly skilled Consumer Affairs Systems Analyst to join our team at COTY. As a key member of our Consumer Affairs department, you will play a critical role in ensuring the effective management of our contact management system, Emplifi Agent, in both Test and Production environments.

Key Responsibilities
  • System Administration: Maintain and update fundamental elements of the system, including product files, user profiles, standard letters, case codes, action processors, and utilities.
  • Bot Development: Design and develop bots within Emplifi to enhance the consumer experience, and maintain them on an ongoing basis.
  • Troubleshooting: Independently troubleshoot system problems and identify areas for improvement.
  • Project Management: Lead bot and interface design projects from concept through design, development, testing, and launch.
Working with the Team
  • Work closely with our system partner, Emplifi, to train, learn, and maintain systems.
  • Coordinate with our Data Science Senior Manager regarding reporting needs and file uploads.
Continuous Improvement
  • Coordinate with external contact centre 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.
Requirements
  • Bachelor's Degree
  • 5 years CRM administration experience
  • Experience in medium-scale project management
  • Effective communication with internal and external groups on a middle level
  • Flexibility to adjust priorities as needed
  • Strong computer skills and experience including PowerBI, CRM, SAP, or similar
  • Master the English language on a near-native level
About COTY

COTY is one of the world's largest beauty companies with an iconic portfolio of brands across fragrance, color cosmetics, skincare, and body care. We celebrate the entire human kaleidoscope and cultivate a culture of fearless kindness. We are proud to be an equal opportunities employer and strive to be an open, inclusive, and diverse workplace where all employees can be their authentic self.