MARIE-SOPHIE GERMAIN

As an Engagement Specialist, I work on behalf of major food and snacking brands such as Mondelez International and Perfetti Van Melle. My role involves managing public and private interactions on social platforms, ensuring that every response — whether lighthearted or serious — reflects the brand’s voice, values, and tone.

In a fast-paced, high-visibility sector like snacking, online conversations are constant. Customers expect fast, human replies that feel both personal and professional — and I help brands deliver just that, in both English and French.

From product questions to compliments, complaints, and casual mentions, I manage interactions that shape brand perception in real time.

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I support brands, agencies, and teams working in the food and lifestyle space with thoughtful, well-handled communication that enhances visibility and builds trust.

💬 Public Engagement

• Responding to comments, questions, and tags on brand-owned channels
• Maintaining a tone that is friendly, responsive, and on-message
• Supporting high-volume campaigns or product launches with day-to-day interaction

🛎️ Customer Care & Issue Handling

• Responding to feedback, complaints, and common concerns
• Flagging recurring themes or risks for internal teams
• Balancing personalization with structure, when working with templates or internal scripts

🌍 Multilingual Support

• Fluent, culturally adapted communication in French and English
• Cross-market tone consistency across regions
• Experience adjusting to local expectations while upholding global brand standards

🛡️ Brand Trust & Protection

• Helping brands stay present, professional, and consistent in public spaces
• Supporting customer loyalty through positive, timely communication
• Identifying when tone, timing, or context require extra care

Snacks are everywhere — and so are the conversations around them. I help brands stay human, helpful, and on tone wherever they show up.

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