Consumer Affairs Manager - Duluth, MN

The Opportunity

Position Title:
Consumer Affairs Manager - Duluth, MN
Position Location:
Duluth, MN

The Position

Basic Function

We are seeking to hire a Consumer Affairs Manager in our Duluth, MN office.   This position is responsible for ensuring consumer issues, inquiries and other correspondence are addressed quickly and effectively to build consumer and product advocacies using traditional channels. This position is responsible for strategically integrating the voice of consumer into product improvements, partnering cross-functionally to help develop strategic direction, communication, metrics, and insight related to the consumer experience, the daily operations of the Consumer Affairs team, and directing the assimilation of data, the execution and improvement of new processes and process enhancements through process reengineering. This person will lead a team of 4 Consumer Affairs Reps.

Responsibilities:   

Develops and executes the implementation of the department strategic roadmap and services that continuously advance the brand and company strategies while delivering a consumer experience that exceeds expectations, reduces quality complaints and increases consumer retention and loyalty.

Directs the collection, analysis and insights of consumer initiated contacts including but not limited to phone calls, emails, product returns, letters, along with changes in consumer behavior.

Leads the Consumer Affairs team in the development of protocols and processes for investigating consumer issues and solving complex problems, including researching alternatives and optimizing consumer satisfaction.

Guides the processes to identify and improve process gaps by understanding the intended consumer experience by brand.

Ensures consistency in consumer communication across all channels and proper issue and escalation management to further safeguard and mitigate risk to the company.

Directs staff in cross functional collaboration to define, implement and maintain clear processes to collect, report, and disseminate consumer feedback using metrics that bring visibility and accountability to our consumer experiences.

Develops and guides processes associated with the interpretation, notification and timely dissemination of accurate and relevant consumer information to stakeholders, including but not limited to, product quality and food safety, packaging, nutrition and emerging consumer trends.

Provides input and guidance to leadership on the work processes and activities associated with the handling of critical consumer issues and participates as an active member of any recalls.

Plans, develops and manages the Consumer Affairs teams schedule, metrics, projects, budgets and resources Establishes and maintains external relationships and conducts benchmarking with other food companies as well as third party vendors. Participates in the selection of and manages the relationships with third party vendors.


 

 

The Candidate

Education / Certifications

Education/Experience: Bachelor’s degree or equivalent; 5+ years previous experience

Knowledge/Skills/Abilities: Must have supervisory experience and excellent communication skills.   Must have knowledge of complaint and claims principles, ability to handle difficult situations including potential legal issues and risk management skills.  Ability to provide constructive feedback, problem solve and make recommendations for resolution. Good negotiating skills, project management and analytical skills. Strong software skills required including Word, Excel, Outlook and Power Point. Wilke Global experience preferred.

Professional Experience

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