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, but not be limited to, 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.
Responsibilities
Develop and manage the relationship between CBI and Customer Service Vendor, Premiere Response, 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 plant level and enhance CBI’s continuous improvement strategies.
Manage the communication flow for all Quality related complaints to the plant and corporate Quality teams on a daily, weekly, or as needed basis. Manage classification codes for all consumer interactions in the Incite CRS platform. Enter plant determined classifications (severity level, plant controllable, etc.) into Wilke Global 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 new products and 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 Incite CRM functions. These projects will ultimately provide continuous improvements to the overall consumer experience and develop Wilke Global 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 Customer Service Vendor 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 3-5 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, Illinois
Additional Locations
Virtual - US
Job Type
Full time
Job Area
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).
