Hybrid in either Louisville CO or White Plains NY

Contract through the end of the year

Role description:

Ensure the consumer center team is trained and systems are set up to support all consumer conversations on innovations, renovations, campaigns, and discontinuations.

Activations:

·       You will gather launch details from Marketing, COE, Q&FS, and R&I on all innovations, renovations, business continuity plans, campaigns and discontinuations so that you can inform he consumer center team of activations:

·       One essential information is gathered 3 months prior to launch date, train-the-trainer on the activation and ensuring the front-line teams are prepared to resolve consumer inquiries and complaints with the highest level of satisfaction.

·       Ensure the technical liaison has all key master data necessary for setup in our systems (products, factories, reasons, etc.) as well as toll-free number on pack, telephony messaging, IVR, knowledgebase content and other consumer contact channels as needed.

Provide reporting and insight of consumer feedback to internal stakeholders

·       You will analyze data and present trends and insights on assigned brands/categories, ensuring consumer point of view is understood to drive innovation and improve products during development, launch, market activation, restage and issues management. This includes providing insights to Marketing, Research & Innovation (“R&I”), Quality & Food Safety, Strategy & Insights and Center of Excellence (“COE”) by presenting insights through weekly, monthly reports and present in meetings.

·       You will develop x-functional relationships to keep teams immersed in consumer point of view through category/brand reviews, praise and craze sessions, leverage best practices to support analytics on key issues, onboard new members, and inform strategic growth plans.

·       You will create linkages with other market data and root cause analysis to provide a holistic view of the consumer when situation warrants.

·       You will maintain the benchmark tracker for your brands/category to establish internal benchmarks on activations and to set expectations with stakeholders on what are normal, high, low levels of consumer feedback.

Create messaging for consumer conversations:

·       You will create and align on consumer brand messaging and frequently asked questions with Marketing, Quality & Food Safety (“Q&FS”), COE, Communications, and Legal to address consumer inquiries and complaints

·       Ensure all front-facing consumer messaging is approved by Legal and Communications

·       Collaborate with Brand Marketing to activate the brand voice within consumer touchpoints (social media, phone, email, SMS/text, ratings & reviews, websites, fulfillment, etc.) and calibrate usage offering recommendations for improvement.

·       You will recommend and design consumer relationships initiatives to support key business objectives such as value-added product tips, product announcements, recipes, and design recontact initiatives to address consumer dissatisfaction.

·       You will create and conduct surveys within the consumer center and report the results to help Marketing and Strategy & Insights understand consumer usage and awareness of our products.

Skills  

• You will have 7-10 years’ experience in Reporting and Analyzing data within Consumer Affairs
• You will have excellent verbal, written, and presentation skills
• You will have strong collaboration skills and stakeholder focus
• You will have excellent analysis and reporting skills--ability to synthesize data to key insights and communicate consumer stories
• You will have decisive judgement and prioritization skills
• You will have consumer message creation experience and familiarity with social media community management ways of working and tools
• You will have knowledge of market launch processes, brand building and consumer retention
• You will be able to travel occasionally as needed