Manager, Consumer Care

Job Description

Company Summary

We’re the producers, creators and marketers of beer, wine and spirits brands that people love. At Constellation Brands, we’re driven to push boundaries and think beyond today to deliver products and experiences that resonate now, tomorrow and well into the future. Because of this approach, we’re the fastest-growing large CPG company in the U.S. at retail, with operations in the U.S., Mexico, New Zealand and Italy. Our premium portfolio of iconic brands like Corona Extra, Modelo Especial, Kim Crawford, Robert Mondavi, Meiomi, The Prisoner, SVEDKA Vodka, High West Whiskey, and more drive industry-leading growth for us today. But we’re just getting started. Our ability to stay on the forefront of consumer trends has fueled our success since our founding in 1945 and will guide us in creating the next generation of products and experiences Worth Reaching For.

Position Summary

The primary responsibilities of this position are to manage the day-to-day operations of the CBI Consumer Care program for the Beer Division. This will include, CRM development, daily contact review, call calibrations, project implementation and management, and ongoing new product and quality training with the program manager and brand ambassadors to ensure a high-end consumer experience. A key part of this role is to provide and illustrate actionable insights for CBI’s Quality functions from the voice of the consumer and arising trends. This position will also be responsible for the creation and presentation of monthly executive reports and will act as the liaison between CBI sites/departments and Consumer Care operations. The role will report into the Sr. Manager, Quality COE.

Responsibilities

• Develop and manage the relationship between CBI and CBI’s Consumer Care provider and their team of four brand ambassadors and one program manager.
• Responsible for monthly, quarterly, and ad hoc data reporting and analytics of quality complaint trends for all of CBI’s Beer Division products. Specifically tracking high priority and top complaint trends to mitigate quality issues at the brewery level and enhance CBI’s continuous improvement strategies.
• Manage the communication flow for all Quality related complaints to the brewery and corporate Quality teams on a daily, weekly, or as needed basis. Manage classification codes for all consumer interactions CRS platform. Enter brewery determined classifications (severity level, plant controllable, etc.) into CRM for analytics and reporting needs.
• Build on the current retrieval kit process to ensure critical and high priority consumer product samples are sent back to our production facilities to complete the complaint investigations and analysis. Work with the production facilities to use the findings from internal investigations to improve our current processes and continuous improvement initiatives.
• Manage the continuous training and development of Premiere Response brand ambassadors as it relates to CBI innovation, specifically, nutritional/ingredient information and marketing programs. Work in conjunction with CBI’s Legal and Communications teams to align on corporate communications and public relations messaging.
• Develop and launch various projects to enhance CRM functions. These projects will ultimately provide continuous improvements to the overall consumer experience and develop CRS platform into a highly effective and custom data analytics tool for CBI’s Quality teams.
• Work cross-functionally across multiple departments (E-Commerce, Marketing, Sales, Operations, Legal, and R&D) to support additional channels (Retailer Sites, Social Media) as needed, and communicate trending topics to respective departments as they arise.
• Manage and develop a Quality Specialist to assist with program development, data quality, data analysis, agent training, and reporting expectations of Consumer Care. Work with Quality Specialist to create a holistic Consumer Care approach with an emphasis on improving product quality and creating a high-end consumer experience. Plan and assign project responsibilities, develop goals, objectives, and oversee overall development.
• Develop new training tools and programs for new brands and new acquisitions to CBI’s Beer Division products. Create specific process flows with the expectation of delivering the high-end consumer experience throughout the program. Leverage technology options to build on existing Consumer Care support with the goal of complete consumer satisfaction in any support channel.
• Work in conjunction with regional Field Quality Managers to identify market trends, specifically out of code product, and report analysis back to the corporate and brewery Quality teams for review and corrective action implementation.
• Organize and lead Quarterly Business Reviews with CBI’s Consumer Care provider to discuss ongoing process improvements and future programs initiatives. Include relevant CBI departments and point of contacts (Quality, Risk Management) as needed.
• Completes additional responsibilities and duties as required.

Minimum Qualifications

• A Bachelor’s degree and a minimum of 5 years’ experience in Consumer Care.
• A minimum of two years supervisory experience is required. Must have proven track record in people management with the ability to build a team and help each individual develop.
• Requires highly developed communication, organizational and interpersonal skills and the ability to interact with a variety of people at all levels.
• Strong Microsoft Office proficiency, particularly PowerPoint and the ability to make impactful presentations for executive review
• Must be detail-minded, analytical, and deadline-oriented and a self-starter with the ability to work under pressure.
• Must have a strong team and service orientation and be able to work well with all levels of internal and external business associates
• Strong negotiation and problem-solving skills and the ability to be proactive are essential.
• Must be capable of reading, understanding, and applying different legal decisions, contracts, tariff rules, statutes, and government regulations.
• Must be proficient working with and utilizing Excel, Word, and PowerPoint. Must have ability to develop proficiency in manipulating additional computer software (Wilke Global) for data extraction and analysis.

Preferred Qualifications

• Quality Assurance experience within the CPG industry is highly preferred.

Physical Requirements/Work Environment

Must be at least 21 years of age. Must be able to sit and/or stand for long periods of time and work on a computer for extended periods. Lifting may be required. Must be able to work in a professional corporate office environment.

Location

Chicago Office

Additional Locations

Virtual - US

Job Type

Full time

Job Area

Operations and Production

The salary range for this role is:

$79,800.00 - $167,700.00

This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the salary range will be based on several factors including, but limited to, the prevailing minimum wage for the location, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, any collective bargaining agreements, and business or organizational needs. We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401(k), and any other benefits to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

Equal Opportunity

Constellation Brands is committed to a continuing program of equal employment opportunity. All persons have equal employment opportunities with Constellation Brands, regardless of their sex, race, color, age, religion, creed, sexual orientation, national origin or citizenship, ancestry, physical or mental disability, medical condition (cancer or genetic characteristics), marital status, gender (including gender identity or gender expression), familial status, military or veteran status, genetic information, pregnancy, childbirth, breastfeeding, or related conditions (or any other group or category within the framework of the applicable discrimination laws and regulations).

Not sure you meet all qualifications? Research shows that women and members of other under-represented groups tend to not apply to jobs when they think they may not meet every qualification, when, in fact, they often do! We are committed to creating a diverse and inclusive environment and strongly encourage you to apply.