As a part of the Mars family, The Nutro Company has more than 80 years of experience creating great-tasting, nutritious pet foods. We understand that your pets aren't just companions-they're important members of your family. NUTRO® is a global brand of super-premium, natural pet food products sold exclusively in Pet Specialty stores. Natural Choice® food for dogs is the largest brand in the NUTRO® portfolio. As the #1 Selling Brand of Natural Dog Food in the Pet Specialty segment, Natural Choice® delivers targeted natural nutrition solutions to feed a lifetime of health and happiness.
The Consumer Relations Manager leads incoming consumer engagement via phone, email and mail, in addition to ensuring that conusmer data is properly leveraged by the business. This role is responsible for managing Consumer Relations team members to deliver “best-in-class” consumer relations leading to a positive corporate reputation and brand loyalty. The Consumer Relations Manager will create efficiencies and provide key insights and innovation trending analysis from the consumer data, providing relevant analytical reviews to the R&D and Marketing teams to mutually benefit consumers and The Nutro Company.
Lead the team of Consumer Relations Technicians, enabling them to exceed consumer expectations by providing timely, courteous and accurate responses to all consumer contacts.
Create and lead a high performance learning environment for the consumer relations team, established through enabling personal development, engagement and delivery of business objectives/metrics.
Monitor, evaluate and counsel associates and representatives, design and monitor work schedules, track daily, weekly and monthly performance measurements, total consumer contacts handled and computer input activity.
Track, interpret and report consumer data to identify trends, problem areas or innovation opportunties, and make recommendations to R&D, Marketing, etc regarding methods, practices and procedures to address.
Process Improvements: delivers strategy and framework by which the team can develop methods to improve data collection and improve quality control.
Initiate and integrate procedures and guidelines that will improve relations and communications between Consumer Relations and all other departments/units of The Nutro Company.
Handles escalated contacts from consumers.
Active member on the Crisis Management Team.
Participates in the Quality Management Process.
Demonstrate a quality culture in actions, words and spirit.
Key Critical Competencies
Building effective teams
Dealing with Ambiguity
Decision Making Authority and Impact
Responsible and accountable for all Consumer Relations efforts.
Escalation of the consumer complaints to the US Marketing Director and US GM
Talent decisions for the Consumer Relations team, hiring, development, performance management, engagement, in coordination with the team members.
People Management Responsibilities
Direct reports (non-exempt): 4-5
Advises Nutro management and makes recommendations for all aspects of Nutro Consumer Relations.
Tools and applications to drive improved consumer focus.
Key Technical Knowledge and Functional Skills
Knowledge of call center procedures, systems and technology.
Computer expertise in CRS, Folio Views, Access, Microsoft Office software applications and knowledge of ACD operations.
Excellent interpersonal skills and the ability to work independently or as a member of a team.
Demonstrated ability to identify, evaluate and act upon sensitive business risks .
Basic knowledge in the area of consumer and environmental issues, including consumer legislation, the legislative/regulatory process, Health and Nutrition, CRM/Social Networking and pet care.
Broad knowledge of The Nutro Company brands, and Mars, Inc. and company policies.
Experience in a “phone center’ environment.
Pet food industry experience
Demonstrated expertise in the use and troubleshooting of consumer-related issues.
Requirements and Preferred Experience
High School Diploma or equivalent
At least three years experience in the following areas: Consumer Relations, Customer Service or R&D/Quality
Veterinary Technician, veterinary hospital and/or clinic experience
Bachelor’s degree in Consumer Affairs, Business Administration, Food Science, Communications or related field preferred
Three years management experience
There is no relocation assistance provided with this role.
As a privately-held, family-owned company, Mars offers benefits which reflect our commitment to attracting and retaining great people. This includes excellent pay, competitive health and dental care coverage, a retirement plan, a very competitive vacation plan and unrivalled career advancement opportunities, to name just a few of our unique and generous benefits.
If you're looking for a place where you can take ownership for your work, where the pace is fast, the environment is built around the importance of open communication, and where employees are called "associates" and treated as such, then we want to hear from you.
We value a diverse work environment and encourage qualified individuals to apply, regardless of race, religion, disability, national origin, veteran status, gender and age. Mars is an Affirmative Action and Equal Opportunity Employer.
Visit www.mars.com to learn more about our company and for information about all of our current openings. Please, no agencies.
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