Manager, Category Communications, Consumer Connections
Company: Danone North America
Posted on: November 19, 2023
About the jobBy joining our Consumer Connections team, you will
ensure our consumer center team is prepared to resolve consumer
inquiries, complaints, and praise on assigned brands/categories and
provide analysis and reporting of consumer feedback to drive
consumer understanding internally, help grow our brands, and
communicate the benefits of our products to consumers.
In this role, you will be responsible for:
Analysis and Reporting
You will drive consumer understanding by analyzing data and
presenting insights on assigned brands/categories, ensuring
consumer point of view is understood to drive innovation and
improve products during development, launch, market activation, and
You will develop cross-functional relationships with Marketing,
Research & Innovation, Quality & Food Safety, Analytics & Insights,
and Center of Excellence ("COE") 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 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.
You will create reports for Incident Working Group ("IWG") to
address emerging issues requiring a team approach to work the
issue, align on strategy, and communicate and deliver next
You will create linkages with other market data and root cause
analysis to provide a holistic view of the consumer when situation
You will create and conduct surveys within the consumer center and
report the results to help Marketing and Analytics & Insights
understand consumer usage and awareness of our products.
You will collaborate with Marketing / COE / R&I to create
activation plans on innovations, renovations, Business Continuity
Plans ("BCPs") and campaigns within the consumer center
Create and align on consumer brand messaging and FAQs to address
consumer inquiries and complaints.
Train-the-trainer ensuring the front-line team is prepared to
resolve consumer inquiries and complaints with the highest level of
Ensure the technical liaison has all key master data for reporting
(products, factories, reasons, etc.) and operations has toll-free
number, telephony messaging, IVR, and knowledgebase content.
Ensure all front-facing consumer messaging is approved by Legal and
You will collaborate with the COE 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 research consumer inquiries from our consumer center and
work with internal teams to provide answers to resolve
You will recommend and design consumer relationship initiatives to
support business goals such as product announcements and tips,
recipes, and recontact initiatives to address consumer
This position is hybrid and can based in our offices in either
Broomfield, CO, White Plains, NY, or New York, NY.
About youYou will have excellent verbal, written, and presentation
You will have strong collaboration skills and stakeholder
You will have excellent analysis and reporting skills--ability to
synthesize data to key insights and communicate consumer
You will have d ecisive judgement and prioritization skills.
You will have k nowledge of stage-gate launch process, brand
building and consumer retention.
You will be able to travel 5% as needed.
The base compensation range for this position is $100,000 -
$120,000 commensurate with experience. Danone North America
additionally offers a performance-based bonus and has a strong
benefits package including Medical, Dental, Vision, Prescription
Drug Coverage, 401k Plan, Wellness Program, Life Insurance, Tuition
Reimbursement, Flexible Time Off, and Paid Parental Bonding Leave,
among other benefit plan options. To give our employees
flexibility, Danone is a hybrid work environment with opportunities
to work both remotely and in office when desired. About usAt Danone
North America, you'll work with some of the best-known food and
beverage brands in the world like Activia, Silk, Horizon Organic,
Two Good, Oikos, evian, and Happy Family. You'll be part of the
largest Certified B Corp--- in the world, working together to make
sure our brands create real benefits for people, communities, and
the planet. We have 6,000+ employees across the U.S. and Canada.
Come join our movement for a healthier world: One Planet. One
Health BY YOU.
Danone North America doesn't just welcome what makes you unique, we
value it. We're proud to be an equal opportunity and affirmative
action employer. All hires to our team are based on qualifications,
merit and business needs. We recruit, employ, train and promote
regardless of race, color, religion, disability, sex, sexual
orientation, gender identity, national origin, age, veteran status,
genetic characteristic or any other protected status. Faithful to
our values of openness and humanism, all of our employees share in
the commitment to engage one another with dignity and respect.
Keywords: Danone North America, Broomfield , Manager, Category Communications, Consumer Connections, Executive , Broomfield, Colorado
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