Specialist, Consumer Care

Company: Constellation Brands
Location: Chicago
Posted on: January 15, 2021

Job Description:

Job DescriptionPosition SummaryThis position supports the day to day operations of CBI's Consumer Care program across the Beer and Craft & Specialty divisions. The Consumer Care Specialist will review and escalate consumer contacts to the appropriate internal departments, identify and present all types of trending consumer feedback, track new product feedback and distribute appropriately, identify opportunities to add and update consumer communications, lead continuous improvement projects within the Consumer Care program, and provide ongoing new product and quality complaint training to our team of brand ambassadors to ensure a high-end consumer experience. A key part of this role is to provide actionable insights across the business using consumer feedback dataResponsibilities* Work cross-functionally across multiple departments (Marketing, Sales, Operations, Legal, and R&D) to support additional channels as needed and communicate trending topics to respective departments as they arise.* Collaborate with various internal departments to provide consumers with current information regarding brand promotions, sweepstakes, product information, etc.* Provide actionable insights using consumer analytics for key business decisions company wide.* Collaborate with regional Field Quality Managers to identity improvement opportunities in the market and throughout the supply chain.* Support CBI's Field Quality team and Best on Shelf Quality initiatives using field and consumer analytics.* Assist with CBI's Quality App build out and reporting structure.* Organize regular call/email/text calibration meetings to ensure our brands ambassadors are providing accurate and detailed responses to our consumers in a timely manner from all channels* Lead the continuous training and development of CBI brand ambassadors as it relates to new products and contact handling.* Mine daily consumer contact data to understand current consumer trends and needs.* Manage file and data accuracy within the CRM system.* Performs additional duties as required.Minimum Qualifications* Bachelor's degree required.* 2+ years' experience in an analytics role, with a track record of expanding responsibilities.* Demonstrated experience with data analysis and interpretation.* Strong communication skills in writing, speaking, and presenting.* Ability to effectively communicate complex issues across all levels of the organization.* 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 working ability in Excel, Word, and PowerPoint.* Ability to perform job functions effectively in a remote working environment.Preferred Qualifications* 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.LocationChicago, IllinoisAdditional LocationsJob TypeFull timeJob AreaEqual OpportunityConstellation 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).

Keywords: Constellation Brands, Chicago , Specialist, Consumer Care, Other , Chicago, Illinois