Customer & Consumer Affairs Manager - Dairy Foods

Customer & Consumer Affairs Manager - Dairy Foods

This role will lead the Dairy Foods Consumer Affairs and Customer Concerns team implementing the team mission and vision and setting strategy, business plan, and budget.

Key responsibilities of this role will include:


* Ensuring high-quality service and problem solving for consumer and customer interactions through multi-channel engagement (phone, email, social media, live chat, product & recipe ratings and reviews, etc.).

Ensure building of our brand by providing a high level of satisfaction to consumers and customers in keeping with the integrity and image of our Land O'Lakes brands.


* Leading a team currently comprised of 11individauls to include Consumer Affairs specialists, analysts, and on-call employees.

Responsible for managing staffing levels and scheduling, tracking performance metrics, ensuring efficient processes, etc.

Benchmarks service, staying abreast of contact center trends.


* Actively builds connections internally and externally, serving as a key cross-functional partner on product teams, leveraging consumer/customer insights and product trends to support the business units' strategies.


* Be a key member of cross-functional teams collaborating with Business and Central Marketing teams, QA (both corporate and plant-based teams), Regulatory Affairs, Law Department, R&D, IT, Culinary Center and Corporate Communications providing feedback and consumer insights to support the work of the business and protect brand reputation.


* Oversee the effective use of our data through creation and distribution of PowerBI reports for both internal customers and co-manufacturing plants.


* Provides leadership within Crisis Management team, executing and activating the Consumer Affairs/Customer Concerns crisis plan ensuring phones, staff and computer systems are prepared for possible large scale event.

This role may require availability after hours.

Education/Experience


* Bachelor's degree, or higher, in consumer affairs, business administration, communications, food science or related experience.


* 8 or more years of customer/consumer engagement work experience; including 4 or more years in customer service


* 3 or more years in managerial leadership role


* System experience with CRM systems (Emplifi), PowerBI, Excel, Word, etc.


* Experience with Social Media platforms (Facebook, Instagram, TikTok, YouTube, etc.) and awareness of website content and development

Skills/Competencies


* Must have a consumer/customer satisfaction mindset with a high level of empathy, patience, and professionalism.

Strong critical reasoning and consumer resolution skills with proactive approach.


* Demonstrated ability to cultivate a team environment.


* Willingness to take initiative, drive results and seek out innovative ideas.

Comfortable with ambiguity and problem solving.


* Thrive in fast-paced, agile environment, ability to prioritize eff...