Consumer Experience Manager

Ferrero is a family-owned company with a truly progressive and global outlook and iconic brands such as Nutella, Tic Tac, Ferrero Rocher, Raffaello, Kinder Bueno and Kinder Surprise. As the love for our brands continues to grow, so too does our global reach. Represented in more than 50 countries, with products sold in more than 170, the Ferrero Group is loved by generations around the world. The secret to our global success? 40,000 dedicated employees who celebrate care and quality to craft a business, careers and brands we are proud of. Join us, and you could be one of them.

The North America Consumer Experience Manager is an integral part of the Food Safety Quality team focusing on concerns reported by consumers and customers. This role owns the relationship with internal Plant Food Safety Quality Managers to drive Root Cause Analysis and Corrective and Preventative Actions of complaint trends. Manages retrieval of samples, ensuring chain of custody and oversees analysis focusing on risk mitigation and emerging trend awareness. This role works in partnership with global Consumer Methodologies ensuring that local business requirements are understood and accounted for in system and process roll out. Leads data integrity compliance at our third-party contact center ensuring data reliability and procedural adherence when engaging with consumers across channels.

* Manage complaint investigations through Food Safety Quality Plant Managers identifying trends for Root Cause Analysis and Corrective Action management. Sees trends through to resolution.

* Continual trending of consumer contacts. Lead discussion in monthly Consumer/Food Safety Quality meetings regarding consumer volume, RCA and CAPAs.

* Manage consumer claim processes in conjunction with Legal and third-party insurance company

* Handle escalated contacts and coach contact center on outcomes.

* Manage CRM system with heavy focus on data integrity, proper classifications, and workflow processes. Advocate to advance tools to meet local requirements.

* Partner with Plant Food Safety Quality Managers to complete CRM requirements of complaint investigations through management of system tools.

* Participate in and contribute to mock recalls and crisis situations.

* Co-Manage external contact center, according to Ferrero methodology, ensuring a positive Company/Brand image and driving consumer retention/loyalty.

* Creation and ownership of proper information flow and escalation process ensuring timely involvement of relevant functions.

* Strong analytical skills and the ability to exercise independent judgment while navigating large data sets to identify trends.

* Excel and Power Point proficiency a must.

* Proven ability to navigate an organization with experience interacting at all levels of management. Sense of urgency to manage situations with ability to remain calm.

* Requires cross functional business knowledge as it pertains to the consumer experience. Related industry experience within consumer-packaged goods industry, particularly Food, a plus.

* Global mindset

* Knowledge and technical understanding of contact center operations.

* Proficiency in utilizing standard business and CRM applications.

* Strong verbal and written communication skills

* Strong understanding of Commercial Business and Food Safety & Quality Assurance processes.

Consumers, quality and care are at the heart of everything we do. So, to be successful at Ferrero, you'll need to be just as consumer and product centric as we are - dedicated to crafting brilliant results for consumers around the world.

Ferrero is committed to building a diverse and inclusive culture in which all employees feel welcomed and appreciated and have the same opportunities. We believe all of our people are equally talented in their own way. In nurturing the curiosity and natural abilities of our employees, we provide them, generation after generation, the means to succeed personally and professionally, enabling them to craft their journey at Ferrero. The diversity of our talents is what makes our work environment multicultural, innovative and highly rewarding.

Ferrero N.A. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.