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