Description
To cultivate both brand affinity and loyalty, we engage new and existing consumers through Red Bull’s evolving brand, products, and media content across the World of Red Bull (Brand, Sports, Culture, Sales, and Media House).
We manage consumer relations strategically-aligned with our brand and product communication principles and guided by clear Consumer Response Handling procedures. We answer daily consumer inquiries efficiently, informatively, and in a way that reflects our brand, while collaborating across departments to ensure a positive consumer experience within the World of Red Bull-from product questions to regional events, national campaigns, sales opportunities, and more.
We also track, measure, and share valuable consumer insights with teams across the organization.
RESPONSIBILITIES
Areas that play to your strengths
All the responsibilities we’ll trust you with:
Expand all
- CONSUMER RESPONSE HANDLING (CRH)
Prepare clear, informative responses to consumer inquiries in Red Bull’s brand voice, using the globally aligned CRH messaging architecture and the U.S.-specific product messaging framework. Ensure that responses both resolve the consumer’s request and strategically bring the brand and products to life across all inquiry types, including Product, Sales, Brand, Culture, Legal, Event Support, and others.
Prioritize inquiries submitted through the official inquiry webpage, and adjust priorities as needed to align with departmental and organizational directives.
Support Consumer Affairs initiatives, including “surprise and delight” campaigns.
Develop reactive and opportunistic consumer messaging in coordination with internal teams and the team lead, ensuring consistency, accuracy, and strategic alignment in messaging across all consumer inquiry topics.
- PROJECT AND WORKFLOW MANAGEMENT
Maintain and provide accurate, real-time updates to all trackers (e.g., consumer collection and sales lead trackers, advertising feedback tracker, etc.) to ensure timely information sharing and action across internal teams.
As needed, qualify and route sales leads and other department-relevant inquiries to the appropriate internal stakeholders or teams, under the supervision of the team lead.
Work efficiently and diligently, prioritizing attention to detail, adherence to quality standards, and meeting deadlines.
- TRACKING & REPORTING
Track and compile requested KPIs (e.g., category-specific and time-bound ticket volumes, customer sentiment, backlog levels, etc.), as well as cross-functional reports (e.g., pre- and post-product launch feedback, event feedback, trending topics, etc.).
Identify and escalate relevant or sensitive trends and customer feedback to the team lead or manager for review.
Accurately monitor and record hours worked in the required systems.
EXPERIENCE
Your areas of knowledge and expertise
that matter most for this role:
- 1-2 years of work experience in a consumer-facing role.
- Strong interpersonal skills when interacting with both consumers and colleagues.
- Excellent written communication skills, with strong attention to detail and the ability to use a tone of voice that aligns with the brand.
- A self-starter and problem-solver, able to balance a demanding workload and tight timelines.
- Ability to live and represent the Red Bull brand.
- A high standard of integrity, with a passion for the brand and a strong commitment to Red Bull’s values.
- Desired skills include proficiency in Microsoft Office applications and Zendesk (or another CRM platform).
- Fluency in English; Spanish language skills are an advantage.
- A university degree in Communications, Public Relations, Marketing, or a related field.
- Travel 0-10%
- Permanent
- Benefits eligible
WHERE YOU’LL BE BASED
Santa Monica California , United States
United States Red Bull North America