Customer and Consumer Experience Intern

Descripción del puesto:

Seniority Level: Internship Become an intern at AB InBev in the vibrant city of Prague! Our Company Culture At AB InBev, dreaming big is what we do. Brewing the world's most loved beers, building iconic brands like Corona, Stella Artois, Leffe and crafting meaningful moments are what inspire us.  We're a team of passionate owners who aren't afraid to dream big because we know that together, we can achieve anything. To build a more sustainable, inclusive and rewarding future. Turning any challenge into an opportunity. So, let's take on the challenge together. Cheers to dreaming big!    Internship Description This internship is a full-time, unpaid opportunity in our Prague Digital Hub, with a chance for you to discover what it's like to work in one of the top 5 FMCG companies in the world. You will work on real business projects and will be in frequent contact with your line manager to align on your next steps and responsibilities. As an intern, you'll get the chance to experience the "real life" business whilst developing your skills - learning through experiencing different areas of the business and building your own reputation. With the right focus and attitude, the internship can lead to a long-lasting career with AB InBev. You will work in our Customer Experience department and will be in frequent contact with your line manager to align on your next steps and responsibilities. What will you be doing? We are looking for motivated interns to join one of our fast-paced and dynamic teams supporting our French, Dutch, German, or Expansion scopes. You will have the possibility to join us in one of the 3 following positions: 1. As a Customer Experience (CX) intern, you will have the chance to drive initiatives that can enhance customers' experience with our delicious beers and assist the team through concrete actions and projects such as order management tasks (order taking, handling disputes, creating returns, creating orders) and directly communicating with customers (including bars, restaurants, or supermarkets). You could work with a variety of different teams, from Transport to Sales, from Supply to Finance, all whilst playing a central role in the company's operations. You will be working with different software such as SAP, Salesforce, Excel, Power BI. 2. As a Consumer Experience Capabilities (CEC) intern, you will be assisting the Consumer Care and Community management team. Your responsibilities will involve providing support for consumer inquiries through various channels (social media, Salesforce, phone), with a strong focus on consumer satisfaction. This includes using analytics to improve consumer satisfaction scores. Furthermore, part of your role will involve supporting collaboration with brand managers in developing Net Promoter Score (NPS) initiatives for the different brands we manage. These NPS initiatives are designed to enhance fan loyalty for the various brands by conducting surveys, analyzing the results, and presenting recommendations. The depth of your involvement in NPS activities may vary depending on the length of your internship. Additionally, you may have the opportunity to participate in content creation, translation efforts, and the generation of valuable consumer insights. These opportunities are based on various ongoing projects within the team, aimed at further improving our working methods and our approach to consumers. You will also gain experience in managing a wide range of consumer situations, from addressing quality issues with our products to enjoying fun moments, such as our dedicated fans sharing 'tattoo' pictures on Instagram or Facebook. 3. As a B2B2C Intern, your role will encompass a wide range of responsibilities aimed at enhancing the customer experience and supporting various aspects of our business. Your primary focus will be on engaging with our B2C (Business to Consumer) audience and contributing to their satisfaction and success. You will provide first-level support for consumers using our Salesforce ticketing tool, addressing their queries and issues promptly. You will play a critical role in the escalation process, managing and prioritizing critical queries and facilitating bug reporting to ensure timely resolutions. You will provide first-level support for consumers using our Salesforce ticketing tool, addressing their queries and issues promptly. Additionally, you will be instrumental in helping new Points of Contact (POCs) onboard by offering support and guidance in resolving technical questions related to our platform, benefiting both sales and customer experience. You will also prepare and consolidate materials for promotions on our platform, including updating terms and conditions. You will play a pivotal role in the successful release of new products and features. This will involve end-to-end (E2E) testing of consumer and customer functionalities on our B2B2C platform, as well as contributing to training efforts and preparing for product launches to ensure a smooth transition and stabilization of new capabilities across various channels, including Salesforce, websites, apps, and new functionalities. Based on internship duration, on top of day-to-day activities you will have a chance to work on different projects and mix 2 or more roles. Internship Duration The duration of the internship can range from 3 to 6 months or more, depending on your availability. Learning Opportunities 70% of your learning will come from on-the-job learning. As an intern, you'll get the chance to experience the real-life business whilst developing your skills - learning through experiencing different areas and building your own reputation. 20% of your learning will come from mentorship programs, coaching, collaboration with key stakeholders & plenty of opportunities for feedback. 10% of your learning will come from formal trainings, including workshops & online training courses. We will provide you with continuous opportunities to elevate your skills with access to free training sessions facilitated by AB InBev and LinkedIn Learning. Prague Experience You will immerse yourself in a vibrant corporate environment with a global reach and emphasis on a positive workplace culture. You will enjoy the Open Beer Bar twice a week and you will be partaking in corporate events that bring teams together and engage in enriching team-building activities. You will experience a sense of community within the internship program, providing a supportive network for personal and professional development. You will engage with like-minded peers, exchange ideas, and benefit from the wealth of knowledge and experiences shared within our international AB InBev internship community. Approximately 60% of our workforce consists of expats. Other Benefits for Interns Box of beer every month. 1-month trial period of MultiSport Card. Unlimited access to LinkedIn Learning and AB InBev internal trainings (Project Management, Effective Communication, Data Automation, Microsoft Excel, Data Analytics, etc.). Exclusive discounts on leading brands such as Datart, and HP Market. Refer a friend - get a box of beer. Global Mobility with Erasmus+ grant- meet the criteria and you might be able to apply for the Erasmus+ Traineeship grant program for a chance to experience new cultures, broaden your horizons and contribute to your personal and professional growth. Ultimately, with the right focus and attitude, a successful internship could open doors to a potential long-lasting career within the company. Demonstrate your skills, dedication, and adaptability, and you may find yourself with the exciting prospect of receiving a job offer from AB InBev. Internship Requirements We are looking for a candidate who: Is currently enrolled as a university student or recently graduated. Has legal authorization to work in the Czech Republic. Demonstrates a willingness to relocate to the Czech Republic for the duration of the internship. Exhibits an advanced level of proficiency in English and in either French, German, Dutch or a Scandinavian language. Displays a proactive issue-solving mindset and a strong eagerness to learn. Possesses excellent communication skills and customer-centric mindset. Understands and aligns with the team/company culture and goals, taking proactive steps to contribute to their achievement. Is capable of handling confidential information with trustworthiness and discretion. Has the ability to comprehend end-to-end processes and optimize them for efficiency and effectiveness. Demonstrates a keen sense of stakeholder management responsibilities and can effectively manage tasks with multiple deadlines. Excels as a team player, fostering strong relationships with colleagues and key contacts. What you can expect from us In this role, you'll have the potential to transform our business and your career. You'll get the support and mentor you need to succeed. We're a meritocracy, with plenty of room for growth and development, so you know your hard work will be rewarded. We encourage you to think big and go after your goals. You'll get to be creative, work with international teams so you can build a global network and have direct control over your career and where it takes you. As the leading global brewer, we are committed to bringing people together for a better - and more equal - world. A more equal world starts when everyone can thrive. At AB InBev we value the diversity of cultures, perspectives, skills and experiences within our workforce and we strongly encourage women, people of colour, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. If this sounds like the incredible opportunity you've been waiting for, apply today. What happens next? Step 1: Online Application Submit your application online to get started. Step 2: Video Assessment Keep an eye on your inbox for an invitation to complete a short video assessment that will help us better understand you and assess how well you'll fit within our teams and company. You can also expect questions about your availability for an internship and your role preferences. Step 3: Line Manager Review If your assessment goes well, we'll share your profile with the relevant hiring team for further consideration. We'll aim to provide you with the feedback within 10 working days. Step 4: Online Interview If we see a strong match, we'll schedule a brief 30-minute online interview with the hiring team. This is an opportunity for us to get to know each other better, after which we can typically make the hiring decision. Step 5: The Offer If we're the right fit for each other, we'll extend an offer, marking the beginning of your exciting journey with us. We're looking forward to connect with you. #LI-ABI ZoneEU Headquartered in Leuven, Belgium, AB InBev is the world's biggest brewer. We're based in 16 European countries, with four different business units in 12 different time zones and 28 breweries. And this scale is built on solid foundations. Our history stretches back over 600 years, right back to when French monks were brewing their first Leffe beer. Today, working with brands like Stella Artois, Corona and our American brand Budweiser, we keep dreaming big. We brew the world's most-loved beers, build iconic brands and create meaningful experiences. We are a company of owners. We believe that you get out what you put in. We strive to be the best. Pursuing our dream, committed to improving lives for more people in more communities. For this reason, we pour ourselves into our work, and keep celebrating the great times that bring us together