Consumer Affairs Manager

Consumer Affairs Manager

Requirements

• Bachelor’s degree from an accredited four-year college or university in Business, Marketing, Mathematics, Statistics or related field and 5+ years’ relevant experience working with data sets, statistical analysis, data visualization, data mining and data cleansing; or equivalent combination of education and experience, required.
• 2+ years of demonstrated experience in team management/development or project leadership is required.
• Technical skills, including some combination of data manipulation, analytical tools, data normalization/trend analysis, data visualization, etc.
• Strong planning, forecasting and problem-solving skills with proven ability to make independent decisions within departmental protocol.
• Strong computer skills using Microsoft Office Software (Excel, Word, PowerPoint), Wilke Global or CRX related software.

Responsibilities

• Manages all aspects of the organization’s consumer affairs policies, objectives, and initiatives.
• Oversees the collection of consumer contact data and reports insights throughout the organization.
• Directly responsible for the research, development, and implementation of best practices regarding consumer insight collection, systems support, and reporting.
• Serves as the Voice of the Consumer through data management to ensure the highest quality products and services are delivered to our consumers.
• Supports the department in making prompt and appropriate decisions regarding resolutions for consumer issues and concerns.
• Serves as escalation point for major consumer-reported issues, coordinating and managing timely containment and corrective action within the policies of the company.
• Fosters a culture of accountability, ensuring departmental goals and objectives are met by leading, training, developing, coaching, disciplining, and retaining high-quality team members.
• Provides mentoring, leadership, and guidance to the team.
• Monitors and adjusts work streams and schedules to ensure best-in-class service and departmental productivity.
• Oversees the creation and implementation of efficient and balanced workflows that maximize productivity and achieve high levels of quality and consumer satisfaction.
• Collaborates with other departments to ensure that the consumer affairs team is knowledgeable about products and initiatives that support both the business and its consumers.
• Work closely with QA Marketing Senior Director for overall staffing needs and strategic development.

Preferred Qualifications

• Prior Leadership experience in an inbound call center, preferred.
• Strong organizational skills with affinity for assuring detail.
• Strong written and verbal communication skills with ability to present complex information across multiple levels of the organization.
• Thinks strategically and is insightful with the ability to tell a story, converting data into actionable insights.
• Ability to Manage multiple priorities in a fast-paced environment.
• Ability to work well with others in fast paced, dynamic environment.
• Ability to be respectful, approachable and team oriented while building strong working relationships and a positive work environment.