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The Coca-Cola Company Client Program Manager in Atlanta, Georgia

Position Overview:

The Client Program Manager (CPM) role 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. The CPM 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. They also lead or participate in internal and external projects and should constantly seek 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 NAOU 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:

  • Minimum Years of Related Experience: At least 3 years ​

Related Work Experience:

  • Minimum Years of Related Experience: At least 3 years

Functional Skills:

  • Time Management

  • Meeting Agenda Planning & Facilitation

  • Written Communication & Reporting

Our Purpose and Growth Culture:

We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what’s possible and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors – curious, empowered, inclusive and agile – and value how we work as much as what we achieve. We believe that our culture is one of the reasons our company continues to thrive after 130+ years. Visit Our Purpose and Vision to learn more about these behaviors and how you can bring them to life in your next role at Coca-Cola.

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. When we collect your personal information as part of a job application or offer of employment, we do so in accordance with industry standards and best practices and in compliance with applicable privacy laws.

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