US Consumer Relations Manager

Overview

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At Lactalis in the USA, we are committed to providing meaningful opportunities for our people to learn, grow, and thrive. From day one, we offer the tools and support to help you succeed.

As the world leader in dairy, Lactalis is a family-owned company with over 85,000 professionals across the globe. Each day, we’re proud to produce award-winning dairy products that bring people together.

In the US, we offer a portfolio of beloved brands including Galbani Italian cheeses and ricotta, President specialty cheeses and butters, Kraft natural and grated cheeses, Break stone’s cottage cheese, Cracker Barrel, Black Diamond cheddar, and Parmalat milk. Our yogurt portfolio includes siggi’s, Stonyfield Organic, Brown Cow, Oui, Yoplait, Go-Gurt, :ratio, Green Mountain Creamery, Mountain High, and a growing family of ethnic favorites like Karoun, Gopi, and Arz.

At Lactalis, we live by our core values: Ambition, Engagement, and Simplicity. We foster a workplace where innovation thrives, diverse perspectives are celebrated, and everyone’s unique background and ideas are valued.

Even if you don’t meet every qualification, we encourage you to apply. We want to hear about your PASSION, your STORY, and how your EXPERTISE can help us shape the future of dairy.

Lactalis USA, part of the Lactalis family of companies, is currently hiring a US Consumer Relations Manager based in Londonderry, New Hampshire.

As a Consumer Relations Manager, the role will carry out responsibilities related to consumer feedback, complaints, inquiries and product experience insights. Oversight of the Lactalis USA Consumer Relations Contact Centers operations providing excellent consumer service and care. The CR Manager plans, implements and maintains operational standards and systems, performance objectives, budgets, and staffing. He/She is responsible for resolving consumer issues while representing the interests of both the consumer and the Lactalis USA divisions.

Capturing and providing quality and actionable consumer complaint data and feedback to drive continuous improvement.

The role includes implementation of Lactalis Group procedures. Additionally, the Consumer Relations Manager will collaborate with Industrial, Quality, Legal and Regulatory, Marketing and R&D to align duties with the company’s goals and values.

From your EXPERTISE to ours

Key responsibilities for this position include:

Call Center Operations

• Review company policies and implement them effectively and efficiently
• Develop and implement consumer service policies and procedures
• Establish and oversee the achievement of consumer service levels/functional KPIs
• Evaluate current CR tools, resources and system in place, prepare and implement a plan for improvement of the consumer call center service quality and efficiency
• Liaise with company management to support and implement growth strategies
• Lead consumer call center integration projects within the parent company network
• Coordinate and manage consumer service projects and initiatives (e.g. satisfaction surveys)
• Develop and manage budget and department expenses
• Manage CR database and other CR tools (e.g. live chat and phone system). Work with external vendors and IS/IT to resolve system issues
• Direct the daily operations of the consumer relations teams
• Manage Cheese Division call center team in Chicago, including regular visits to the office to provide support
• Plan, prioritize and delegate work tasks to ensure proper functioning of the department
• Monitor industry best practices including AI and implement continuous improvement projects
• Ensure product repositories are up to date and information is available for agents
• Create training content to improve agent efficiency and soft skills

Consumer Contact Management

• Oversee daily management of consumer inquiries, complaints, and feedback through phone, email, digital channels
• Ensure timely, accurate, respectful, and brand aligned responses to all consumer contacts
• Maintain Lactalis standards for response times and issue resolution
• Monitor accuracy of the CR database and of consumer feedback reports
• Partner with Legal and Regulatory…