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Manager, Consumer Connections

Company: Ascent
Location: Broomfield
Posted on: November 10, 2019

Job Description:

Manager, Consumer ConnectionsBroomfield, CO2+ Month ContractSummary of job description:This is a visible role that is the bridge between our consumers and the company. The position advocates for the consumer, shares their viewpoint, and protects and advances our brands.? Provides the consumer linkage with our internal business teams and the consumer contact center, ensuring North America?s Food & Beverage Division understands and leverages consumer feedback to provide products consumers want.? Creates and aligns on messaging with R&I, Marketing, QFS, and Communications to address consumer inquiries and complaints.? Ensures the consumer contact center is prepared to respond to consumer questions, issues, and praise.? Analyzes consumer data, and presents and communicates trends and insights on assigned brands/categories.? Provides point-of-view on consumer needs to help drive innovation and improve products during development, launch, and restage.? Must be a self-starter, collaborative, communicate powerfully, foster innovation, develop partnerships, and have strong analytical and presentation skills.Responsibilities:? Extensive analysis and reporting on assigned brands, in order to provide consumer viewpoint and trends on our products and programs. Integrates feedback with other information sources to provide a holistic view of the consumer (ie, social media feedback, trial and repeat, market data calculating value of the consumer, brand reviews, product scorecards, etc.).? Develops trusted relationships with internal stakeholders through regular meetings, communications and presentations in order to share our consumers? stories:o Immerses Marketing, R&I, and QFS in knowledge of the consumer (what do they love, dislike, want more of) including: ?praise and craze? sessions, contributing to category/brand reviews, and influencing changes due to high rates of requests, questions, and/or consumer dissatisfaction.o Presents consumer insights, identifies issues and messaging needs, and conveys proactive consumer needs on products and programs.o Initiates, creates, and conducts surveys within the consumer center through collaboration with Marketing, R&I, and Insights. Analyzes, interprets, and reports findings.o Develops consumer relationship initiatives to support market launches and consumer retention and understanding (re-contact initiatives, usage and demographic surveys, consumer collateral, etc.)o Creates reports to provide perspective on issues management or emerging trends resulting in a high rate of consumer contacts, and communicates updates to stakeholders.o Collaborates with CC team to ensure messaging is developed to address consumer inquiries and issues on our products, services, and company such as ingredients, nutrition, and production practices. Collaborates with Labeling/Regulatory, R&I, Communications, QFS, and Consumer Engagement to ensure company alignment and transparency for consumers.o Collaborates with Social Media team to communicate voice of the consumer insights across contact channels for key initiatives, and facilitate resolution of consumer contacts.o Informs design and ensures currency of consumer services info for consumer contacts (ie, website FAQs, Contact Us, Product Locator, after-hours support).? Develops a trusted relationship with consumer contact center:o Serves as assigned brand point-of-contact for consumer contact center, including leading response to escalated consumer contacts, leveraging internal relationships to develop approved messaging, managing new and changed product communication, and training the contact center trainer.o Trains the consumer center team on product and promotion initiatives, and helps improve new hire training and coordinates targeted trainings to keep team current on our categories/brands, industry, and regulations.o Calibrates periodically with contact center to ensure consumer reps are responding in brand voice, offering recommendations or coordinating training where opportunities for improvement exist.o Helps ensure content management system has relevant information by regularly working with the Coordinator to update content and facilitate legal review/approval.? Performs other duties as assigned.Qualifications:Education and Experience:? BA/BS degree in Communications, Business Administration, or Marketing, preferred? 7 years Consumer Affairs/Marketing/Consumer experience, with supervisory, communications, training, analysis, project management and consumer engagement experienceKnowledge, Skills and Abilities:? Consumer-centric mindset and storytelling ability? Excellent verbal and written communication skills and strong presentation skills? Excellent analytical skills and report writing, with a strong ability to synthesize data to key messages and influence through stories? Demonstrate influential leadership style to engage internal and external teams? Develop trusted relationships within organization, collaborate, and be a proactive partner? Decisive judgement, stakeholder focus, and coaching and development skills? Survey development, deployment, and analysis? Vendor and project management skills? Knowledge of marketing process? Effective and resourceful problem-solving skills? Continuous improvement mindset? Strong priority management and detail oriented? Escalated contact management, conflict resolution and effective decision making under pressure? Working knowledge of consumer affairs database, libraries, and all modes of consumer communication (ie, phone, email, digital, etc.).? Must be able to travel occasionallySkills:? 5+ years Consumer Package Goods or Manufacturing experience, preferred? Knowledge of *** North America?s Food & Beverage Division, its products, promotions, and websites, preferred? Knowledge of Microsoft PowerPoint, Word, Excel, Outlook, and social media platforms

Company Description:

About Ascent:Ascent is a leading national technology consulting and professional services firm that focuses on tactical and strategic consulting. Ascent---s fundamental business is providing staffing services to Large Enterprise clients in our core market verticals: Financial Services, Healthcare, and Life Sciences. We focus the majority of our efforts in Staff Augmentation support of Large Enterprise Clients who utilize a Vendor Management System. Ascent works as both a reliable supplier in support of programs, as well as a Strategic Advisor in support of enterprise efforts to establish best in class preferred vendor programs. Ascent was ranked in the 2007 and 2008 Inc. 500 and recognized specifically for its innovative work in staff augmentation support of Large Enterprise preferred vendor accounts.If you are ready to propel your career to new heights--- read on. We are looking for talented and dedicated colleagues to join our phenomenal team. At Ascent, we have created an environment where culture, commitment and opportunity converge to yield a truly unique place to work. We know that every employee has something important to say and that every employee is integral to our success. Where else can you walk over to a founder and talk about your ideas to help build our business and have that idea implemented in 48 hours? More importantly, we do everything we can to make sure our employees not only have great jobs, but great lives.

Keywords: Ascent, Broomfield , Manager, Consumer Connections, Executive , Broomfield, Colorado

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