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Consumer Affairs Associate

Date: Dec 28, 2017

Location: Los Angeles, CA, US, 90066

Company: Glanbia

The Marketing & Consumer Affairs Associate is part of the marketing department and is on the front lines of our brand, developing best practices and SOPs for interactions with consumers.  He/she has an important opportunity to set the tone for positive consumer interactions that create brand loyalists and improve our brand equity, as well as identify potential commercial or production issues for the cross-functional team to address.

 

  • Consumer Affairs:
    • Answer phone calls, emails, letters or other correspondence from thinkThin consumers, distributors and other parties. Coordinate social media responses with Digital Marketing Associate.  Listen and empathize with consumers’ issues, providing accurate information and following up in a timely manner when a solution cannot be immediately provided.
    • Elevate any issues that seem to represent a need for immediate company action (e.g. understand what types of concerns would trigger a recall and understand role in recall protocol).
    • Aggregate and synthesize consumer feedback in appropriate quality control software to report on trends and act as an early warning system for production and commercial teams.  Provide monthly report on consumer interactions as well as ad hoc reports as necessary
    • Make recommendations on how to improve our consumer affairs capabilities (e.g. digital coupon provision, follow-up surveys, improving website to provide better information, etc.). Work inter-functionally with marketing and cross-functionally with QA, regulatory, legal and third party e-commerce provider to implement such improvements.
  • Marketing:
    • Review Amazon reviews for thinkThin products and identify issues in need of attention. Work with marketing team and Amazon Account Manager to implement a plan for addressing negative reviews and soliciting new ones (e.g. Vine program).
    • Monitor PowerReviews and identify ways to leverage our supportive consumers’ and influencers’ comments.
    • Coordinate shipment of samples for PR, influencer and other sampling events for the marketing team.
    • Use understanding of consumers’ pain-points to recommend updates for the website and work with marketing team and third party e-commerce provider to implement the changes.

 

Required Skills:

  • Must be consumer-centric.
  • Outstanding communication skills, patience and follow-through.
  • Excellent problem-solving skills and roll-up-the-sleeves proactive approach.
  • Ability to respond professionally to complaints in a calm, controlled manner.
  • Ability to manage several projects at one time.
  • Excellent attention to detail.
  • Software: Microsoft Office including Excel.

 

Required Experience:

  • B.A. or B.S. strongly preferred but commensurate work experience considered.
  • 3+ years job experience requiring high consumer empathy such as call centers, restaurants, airlines, etc.


Nearest Major Market: Los Angeles

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