Manager Consumer Connections - Quality Department - Danone Canada

Mission

Reporting to the senior market quality performance manager for Canada and dotted-line reporting to director consumer connections U.S., you are the lead for Canada's consumer relations program. You play an important role in driving consumer preference and a culture of quality as competitive advantages for Danone Canada (DCA).

Your main responsibility consists of managing Canada consumer service operations, working closely with US counterparts, training-the-trainer on new and changed products/campaigns, presenting consumer feedback insights to stakeholders, and creating messaging to address consumer contacts and drive consumer satisfaction.

You will interact with and influence all levels of the organization in marketing, quality & food safety (Q&FS), research & innovation, and strategy & insight, to develop consumer solutions and unique consumer experiences that address consumer needs and communicate the benefits of our products and innovations.

More specifically

Consumer Service Operations

• You will lead the day-to-day consumer affairs operations and foster partner relationships for Canada brands-collaborating with US consumer connections team to develop operational standards for business goals.
• You will ensure the program resolves consumer contacts and enhance satisfaction and loyalty.
• You will manage consumer satisfaction measurement and identify improvement in satisfaction including vendor assessment, questionnaires, and analyses to initiate continuous improvements and increase satisfaction scores.
• You will ensure the consumer center manages escalated cases with empathy and according to standard operating procedures and will resolve some consumer liability claims and tender claims to the third-party administrator.
• You will assist with crisis plan implementation and incident working groups on emerging issues, working closely with the leadership team, Q&FS, Communications, and Legal teams.
• You will stay current on industry trends, best practices in consumer experience, and develop industry partnerships to help inform strategic roadmaps.

Market activations within the consumer center

• You will inform outsource team of innovations, renovations and campaigns ensuring the trainer is positioned to train the front-line teams to resolve consumer contacts with high satisfaction and track consumer feedback.
• You will collaborate with marketing to activate the brand voice within consumer touchpoints.
• You will create and align on consumer messaging with marketing, communications, quality & food safety, and legal to address consumer inquiries and complaints.

Drive consumer understanding internally

• You will analyze consumer inquiries, praises, complaints and issue reports to ensure consumer point of view is understood to drive innovation and improve our products and services.
• You will present consumer feedback trends and insight monthly to stakeholders (Quality & Food Safety, Marketing, Factory, Research & Innovation, etc.) to drive consumer centric thinking and share what consumers love, are curious about, and dislike.
• You will collaborate with cross-functional teams to improve products and services based on consumer feedback.

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