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Manager, Category Communications, Consumer Connections

Company: Danone North America
Location: Broomfield
Posted on: November 19, 2023

Job Description:

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 restage.
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 steps.
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 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 including:
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 satisfaction.
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 Communications
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 inquiries.
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 dissatisfaction.
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 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 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. #LI-NORAM

Keywords: Danone North America, Broomfield , Manager, Category Communications, Consumer Connections, Executive , Broomfield, Colorado

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