Consumer Care Manager

Consumer Care Manager Location East Hanover, NJ :

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Mondelēz NA Consumer Care manages an estimated 300K+ consumer contacts annually, including approximately 2.5K escalated/high risk/sensitive consumer contacts received across multiple channels; phone, email, chat, SMS and social across US and Canada.

How you will contribute

As part of the day to day of Consumer Care, this role will work directly with our Partners and stakeholders to ensure Consumers are given the best experience; this includes Marketing, Quality, Corporate Affairs, Legal; Senior Brand Leads; R&D and MDS. This position will work across multiple consumer touchpoints across Legacy and Digital Channels and will be responsible for our MDLZ and Venture brands to reduce risk mitigation and provide great consumer experience. This role will support the NA Consumer Care Team in all aspects of the function, assisting with adhoc reporting and general requests from the business regarding consumer contacts.

What you will bring

Escalations/Sensitive High-Risk Contacts

• Ensure high risk, high profile serious consumer contacts are handled correctly, providing ongoing guidance and training to 3 Executive Agents at the Contact Center

• Directly handle extremely high-risk consumers where the Contact Center has been unable to resolve. All contacts that come to our CEO, senior leadership, board members and retailers are handled by this role. At times this position may be required to support Joint Ventures in similar high-risk scenarios

Brand Responsibilities within Consumer Care

• Manage the link between Consumer Care and Marketing, working alongside the brand teams, they will be aware of the strategies, new offerings and will provide consumer experience guidance around the website and policies

• Manage (Create, Edit and Remove) all Knowledge Management articles for New Products, Promotions, Ltd Editions. Including all outgoing communication (chat, letters, emails, SMS)

• Support our partners, ensuring answers to questions are clearly documented, within our knowledge management (KM) tool

• Ongoing training to our agents on Brand Voice, Promotions, Ltd Editions and Ecommerce business

• As and when new businesses join the CC team, this role will be heavily involved in implementation and management of additional brands

Fulfillment Management

• Ensure that Print on Demand Coupons are updated yearly with correct legal content and brands - work directly with our fulfillment partner to ensure letter stock is correct and compliant

• Manage fulfillment master data within Pega to ensure Agents are selectin the correct coupons

• Responsible for the end-to-end process for Digital Coupons including legal, training, Csat and budget management

Additional Support:

• Support future capabilities, participates in projects and is responsible for ensuring that we are testing and resolving all issues before we roll out new functionality and/or new business. The Consumer Care Manager will also review the daily process once the new capabilities go live to ensure all partners are working correctly

• Support recalls across MDLZ & Venture Brands as and when the need arises, this will include providing support to the SSMT with regards to reporting, readying the Call Center for a potential recall and supporting our partners during the weeks while the recall is live

• As a key member of the Consumer Care Team this role is well positioned to provide input into NA Care Strategies and processes to develop and implement best practices to continually improve consumer experience and reduce risk to the Company and Brands

What extra ingredients you will bring:

Education / Certifications:

• Bachelor's Degree is preferred

Job specific requirements:

• Minimum 4 years' experience
• CPG experience a plus
• Ability to thrive in and handle ambiguity
• Analytic and critical thinking skills
• Solid business acumen
• Solid communication skills
• Solid grammar and creative writing skills
• Demonstrated mastery of internal procedures beyond those taught by demonstration. Gains knowledge of, and applies, internal and job specific problem-solving techniques to solve project issues. Uses rigorous logic to quantify, assess, and solve issues with effective solutions. Identifies challenges early and communicates them appropriately.

The anticipated base salary range for this position is $92,800 to $139,200 ; the exact salary depends on several factors such as experience, skills, education, and budget. The salary range may vary based on geographic location. In addition to base salary, this position is eligible for participation in a highly competitive bonus program with possibility for overachievement based on performance and company results . Company offers a variety of benefits to eligible employees, including health insurance coverage, wellness and family support programs, life and disability insurance, retirement savings plans, paid leave programs, education-related programs, paid holidays and vacation time, and several others. Many of these benefits are subsidized or fully paid for by the company.

No Relocation support available

Business Unit Summary

The United States is the largest market in the Mondelēz International family with a significant employee and manufacturing footprint. Here, we produce our well-loved household favorites to provide our consumers with the right snack, at the right moment, made the right way. We have corporate offices, sales, manufacturing and distribution locations throughout the U.S. to ensure our iconic brands—including Oreo and Chips Ahoy! cookies, Ritz , Wheat Thins and Triscuit crackers, and Swedish Fish and Sour Patch Kids confectionery products —are close at hand for our consumers across the country.

Mondelēz Global LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran status, sexual orientation, gender identity, gender expression, genetic information, or any other characteristic protected by law. Applicants who require accommodation to participate in the job application process may contact 847-943-5460 for assistance.

Job Type

Regular Brand & Portfolio Management Marketing