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Marketing Insights Manager, Pet Parent Care - Blue Buffalo at General Mills, Inc

Posted in Other 30+ days ago.

Location: Wilton, Connecticut





Job Description:

Blue Buffalo is seeking a Pet Parent Care Insights Manager to support the Brand Insights pillar leading and defining holistic measurement of our Pet Parent Care (customer service) organization at Blue Buffalo. In this role, you will be responsible for shaping the future of the Pet Parent Care team by integrating digital pet parent experiences across the Blue Buffalo brand. You will work as part of a high energy, innovative team that turns data into actionable insights that help deliver best in class pet parent experiences. We're looking for someone who continuously raises the bar by inventing creative solutions, defining technical optimizations, and can identify opportunities by analyzing various types of data.

Our Pet Parent Care team is committed to delivering the best experience at every stage of pet parenthood. We're looking for a hero for our pet parents - someone who continuously raises the bar by inventing creative solutions. In this role, you'll provide outstanding pet parent guidance and evolve how we measure success in delivering against pet parent needs. We're looking for pet people who consider no problem too big or small to tackle! If this sounds like you, we'd love for you to join the HERD.

This is a full time role, and we're seeking candidates with the availability to flex to support during peak seasons

Location: Remote or Wilton, CT

Key Accountabilities:


  • Drive vision for and develop custom Pet Parent Care measurement program and ecosystem that supports delivering a best in class pet parent experience across digital channels

  • Pioneer new analytics capabilities linking Pet Parent Care engagement to other metrics that are predictive of business outcomes (e.g. pet parent satisfaction, sales volume, etc.)

  • Provide compelling employee and pet parent insights to inspire strategic roadmaps for growth and map consumer (pet parent) journeys to uncover key moments of interaction

  • Understand brand initiatives and proactively identify opportunities and insight needs with foresight to address key strategic questions that can be answered through research

  • Leverage technical skills to navigate multiple systems and platforms to sync disparate data sources and identify actionable insights

  • Focus on continual improvement, identifying opportunities to create meaningful connections across touchpoints with each and every pet parent

  • Manage Pet Parent Care team workflows, ensuring coverage across channels, and identifying operational efficiencies

  • Be a passionate pet parent hero, cultivating strong culture and engagement among Pet Parent Care and Pet Detective organization

  • Have strong communication and interpersonal skills, the ability to appropriately de-escalate situations, and can escalate and triage potential pet parent issues

  • Build partnerships with cross-functional partnering with technical teams, Customer Experience, and Consumer Insights teams to drive business growth

  • Collaborate across the BLUE Insights function to leverage integrated best practices

Minimum Qualifications:


  • Bachelors degree in Hospitality, Communications, Marketing or other related area

  • 5-7 years in Insights, Marketing, or Customer Care related field, focusing on digital service

  • Has excellent written communication skills: grammar, sentence structure, and spelling

  • Ability to learn and adapt to changing software and platforms for digital care

  • Applies judgment - able to customize specialized responses and discern when to escalate an interaction

  • Has capacity to learn and apply knowledge of Blue Buffalo's product portfolio

  • Expertise with new technology implementations using the Agile framework, partnering with large agencies to document processes in Atlassian (Confluence, Jira)

  • Can manage teams, workflows, and mitigate risk for new technology and processes that support Customer Service, Customer Experience, and

  • Loyalty Programs

  • Experience with customer service tools, preferably Salesforce Service Cloud, and other CS related software (e.g. Twilio, Medallia, Clutch, Discourse)

  • Mastery in distilling complex and high volumes of data into simple KPIs, data visualization, dashboards, scorecards

  • Demonstrated agility in adapting to changing needs and navigating ambiguity

  • Large scale project and change management experience, with strength in organization and detail orientation

  • Strong personal motivation and ability to effectively work independently and collaboratively across multiple functions

Preferred Qualifications:


  • Masters degree in Business, Communications, Marketing or other related area

  • Experience in data science, data modelling, and advanced analytics

  • Tableau, PowerBI, SQL, R, and/or Python


COMPANY OVERVIEW

We exist to make food the world loves. But we do more than that. Our company is a place that prioritizes being a force for good, a place to expand learning, explore new perspectives and reimagine new possibilities, every day. We look for people who want to bring their best - bold thinkers with big hearts who challenge one other and grow together. Because becoming the undisputed leader in food means surrounding ourselves with people who are hungry for what's next.


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