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Client Program Manager

The Coca-Cola Company

  • Location: Alpharetta, GA - USA
  • Post Date: 5/1/2019
  • Job Type: FULL TIME
  • TRAVEL REQUIRED: 00% - 25%
  • RELOCATION PROVIDED: No
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Job ID: R-26500

Job Description Summary
In the Consumer Interaction Center, North America, the Client Program Manager (CPM) develops and/or secures language to be disseminated to share owners, business contacts, consumers, organizations on behalf of senior management, The Coca-Cola Company and our bottling partners. He or she also tracks, analyzes, and advises senior management and stakeholders on consumer trends and communicates breaking issues. The CPM advises and acts as a resource for Consumer Interaction Center staff as well as other groups within the Company and bottling system on an ad hoc basis on response language and call management for proper handling of issues and information in specialty areas. The should constantly seeks opportunities to enhance and share Consumer Interaction Center capabilities, and to build and sustain strong client relationships and collaboration.

Function Related Activities/Key Responsibilities:

  • Develops and/or secures, reviews, and disseminates approved response language in conjunction with internal groups, including Legal, IM, PAC and Media Relations, SRA, Licensing, QSE, WOCC, Corporate Environmental Affairs, Marketing, Global and CCNA Social Media teams, Digital Marketing/eCommerce and Share-Owner Relations, etc., accurately communicating TCCC's position with respect to new and controversial emerging consumer issues. 
  • Advises and acts as a resource for Consumer Interaction Center staff as well as other groups within TCCC's and bottling system on an ad hoc basis on response language and call management for proper handling of issues and information in specialty areas.  Serves as subject matter expert for the department's Salesforce knowledge database, including research.
  • Advises on consumer perspective to TCCC associates and management on interactive media, marketing programs, corporate issues, social media issues, new product and packaging initiatives, etc. Provides historical data and other statistical analysis; extracts and analyzes specific information, including emerging issues, from the department's database for tracking purposes.  Writes detailed reports as needed to provide informative feedback for senior management and stakeholders. 
  • Determines the appropriate Company position in addressing non-routine issues in custom written responses to consumers, share owners, business contacts, physicians, educators, and attorneys.  Responds on behalf of executives by replying to their correspondence, emails or phone calls for special issues and/or consumer escalations. 
  • Manages special projects as needed and upon requests from TCCC Executives, bottling partners, internal clients, and senior management. 
  • Maintains and updates systems such as Customer Relationship Management (CRM) tool, Live Chat tool, Virtual Rep, Social Media tool, KMS, etc. Performs UAT on systems and in some cases grants access to users.
  • Advises Customer Contact Center training staff on the information to be included in the training curriculum and updates documents as needed.  Will also be actively involved in training the new associates on the subject area of expertise. 

Education Requirements: 

  • Education: High School Diploma, Bachelor's Degree preferred

Related Work Experience: 

  • Minimum Years of Related Experience: At least 3 years

Functional Skills:         

  • Information Systems: Knowledge and use of existing KO Technical Information Systems (e.g., SAP, Salesforce KM, Genesys, Tableau Reporting, Phoenix, etc.) to generate necessary data. Ability to access, analyze and utilize information in a manner that adds value to the organization. Ability to propose system enhancements based on business needs.
  • Client Management: Knowledge of KO stakeholder base and how they collaborate with the CIC to manage communications to the consumer audience. Knowledge of client requirements and business plans to ensure continuity of information provided to consumers. Ability to develop partnerships with clients that benefit KO and the consumer.
  • KO Business Systems Knowledge: Knowledge of the structure, strategies, major initiatives, culture, policies and procedures of the organization. In-depth knowledge of company functions (PAC, SRA, Digital Marketing, Brand Groups, VEB, IMCR Process, The Social Center, Quality, Legal and Security). Knowledge of internal and external forces that influence the organization and its consumers. Ability to clarify the role and processes of CCNA organizations, Bottlers and Suppliers and how they interface with one another.     
  • Network Development: Ability to build relationships between multiple internal and external stakeholders and vendors to enhance collaboration and effective working relationships
  • Software Applications: Knowledge and use of technical software applications appropriate to the specific work activities (e.g., basic Company applications, SAP, Salesforce KM, Phoenix, Magento, Galaxy, Genesys, etc.). 
  • Troubleshooting: Ability to identify and resolve process or system failures.
  • Trademarks and Brands: Knowledge of KO Trademarks and Brands. Demonstrates an understanding of the obligation to protect and enhance Company trademarks.      
  • Process Improvement: Ability to collaborate cross-functionally and coordinate efforts around process improvement. Ability to analyze business processes and develop systems-based solutions that will improve current state.Process Management - Process Benchmarking and Mapping: Knowledge of and the ability to apply skills in benchmarking and process mapping techniques across a supply chain (includes internal and/or third-party entities).
  • Internet: Knowledge of Internet search techniques used to find required information (e.g., competitive information, technical facts, industry processes) and monitor sites of interest to the work group.     

Growth Behaviors:

  • GROWTH MINDSET: Demonstrates curiosity. Welcomes failure as a learning opportunity.
  • SMART RISK: Makes bold decisions/recommendations.
  • EXTERNALLY FOCUSED: Understands the upstream and downstream implications of his/her work. Tracks and shares external trends, best practices or ideas.
  • PERFORMANCE DRIVEN AND ACCOUNTABLE: Has high performance standards. Outperforms her/his peers.
  • FAST/AGILE: Removes barriers to move faster. Experiments and adapts. Thrives under pressure and fast pace.
  • EMPOWERED: Brings solutions instead of problems. Challenges the status quo. Has the courage to take an unpopular stance.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. Apply
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