Consumer Experience Team Lead

6 months ago

Toronto, Canada Riverside Natural Foods Ltd. Full time

Are you hungry to innovate? To do things differently? To work with a company that’s real, thoughtful and very forward-thinking?

Meet Riverside. We are an organic, “better for you” snack company, manufacturing award-winning, nutritious, allergen-free snacks. Your kids know us as MadeGood, tasty school-safe snacks. Your buddies on the go grab our GOOD TO GO delicious and nutritious snacks.

At Riverside, we make delicious snacks that are good in every way. From our ingredients to our manufacturing practices, we’ve raised every bar on every aspect. We’re friendly and focused on creating foods that are good for you and good to the planet as well. Riverside Natural Foods is B-Corp certified, Triple-Bottom Line, Zero Waste, and Canadian owned and operated.

Come work with a Canadian leader We value teamwork, humility, respect, ownership, adaptability, passion and fun.

We continue to grow and today are looking for a committed, talented, star to join our team as our **Consumer Experience Team Lead**.

**Position Summary/Objective**:
As a Consumer Team Lead - you will play an essential leadership role in our ambition to create a more healthy, compassionate world. Your priority will be to ensure that our brands deliver on and exceed our consumer expectations of their Riverside Naturals experience. By creating a safe, positive, and accountable environment, your dedication to customer service excellence and glowing hearted hospitality will allow you to anticipate and deliver on our customers’ needs, while providing proactive and empathetic leadership to our team.

The Consumer Team Lead role will provide the opportunity to work with a team of enthusiastic individuals in all areas you will be managing our consumer engagement teams for each of the brands across the US & Canada.

**Primary Responsibilities**:

- Support and train the team on the day-to-day operations using platforms such as Zendesk and Sprout Socials to delegate and manage incoming communication.
- Provide day-to-day voice of Riverside brands across multiple consumer touch points.
- Build strategies to increase brand advocacy on our digital platforms (Facebook, Instagram, Twitter, etc.)
- Enhance CRM knowledge and capabilities to improve consumer response times and platform performance.
- Insights generation and share-out key findings to the internal teams.
- Advanced reporting (sentiment analysis, SoV, CSAT) and communication.
- Data Analytics to support marketing effectiveness.
- Champion opportunities to consistently improve the RNF consumer experience.
- Drive customer retention, reduce churn, and increase customer satisfaction.
- Map the consumer’s journey and identify opportunities to proactively intervene on their behalf.
- Guide team in effective consumer issue resolution and manage escalations cross-functionally.
- Develop listening points in the customer journey, define segmentation of the consumer base and varying strategies, and identify opportunities for continuous improvement.
- Test new strategies for driving customer value.
- Continually review and evolve the collection of processes Riverside uses to track, oversee and organize every interaction between the consumer and our platforms.

**Reporting Relationships**

The CX Team Lead reports directly to the Director, Media and Consumer Experience.

The Consumer Experience Specialist reports to this role

**Education and Qualifications**:

- Bachelor’s degree and 3-5 years Marketing, Communications, Consumer Relations experience (or related field)
- Proven experience working with customer enquiries and building communities on digital platforms.
- Experience with social media management and ecommerce tools an asset (Agorapulse, Sprout Social, Shopify, Klaviyo etc.)
- Must be willing and available to work in ‘real-time’ and after business hours—including evenings, weekends and holidays—with an always on approach across all social media channels.

**Skills and Abilities**:
- Exceptional **interpersonal and communication skills** and impeccable attention to detail
- Friendly and engaging personality with a **consumer centric mindset**:

- Strong analytical and creative problem-solving skills
- Exceptional **organizational and time management skills**; ability to quickly adapt to changing needs and rapidly growing company
- Team player with an ability to work independently in a fast-paced environment
- Ability to take OWNERSHIP and prioritize workload
- PASSIONATE with a positive attitude with **a desire to continuously improve skills and knowledge**:

- Cooperative TEAM player who encourages **collaboration**:

- Demonstrates humility throughout the company on a daily basis
- Aptitude to exhibit, respect and protect Riverside's Values in a changing environment

**What We Offer**:

- Immerse yourself in our comprehensive benefits program, with Riverside taking care of the costs
- RRSP matching or IRA matching for an empowered financial journey
- Join Employee-Led R

  • Consumer Brand Lead

    4 weeks ago

    Toronto, Ontario, Canada Edelman Full time

    About The Role:We are searching for a strategic account manager to lead consumer brands in client service, new business, team development and management, and quality of work delivery to clients.You will develop and drive PR strategies and campaigns, working closely with clients to understand their needs and deliver tailored solutions.This role requires a...

  • Creative Visual Designer

    2 weeks ago

    Toronto, Ontario, Canada Consumer Choice Award Inc Full time

    Job SummaryWe are seeking a highly skilled Creative Visual Designer to join our team at Consumer Choice Award Inc.This is a full-time position with a competitive salary of $65,000 per year.About the RoleAs a Creative Visual Designer, you will be responsible for creating high-quality visual elements that meet the client's objectives.You will work closely with...

  • Strategic Consumer Experience Architect

    4 weeks ago

    Toronto, Ontario, Canada Starcom Full time

    Job DescriptionThe Strategic Consumer Experience Architect is a key role at Starcom, responsible for crafting innovative and effective consumer experiences. This individual will work closely with the Brand Planner, Media Planner, and partner agencies to ensure seamless integration of marketing strategies across various channels.Key responsibilities...

  • Business Development Manager

    5 months ago

    Toronto, Canada Consumer Genius Full time

    **Job Title: Business Development Executive** **Company**: Consumer Genius Inc. **Location**: Flexible (Remote) **About Us**: Consumer Genius Inc. is a leading provider of digital leads and calls to a wide range of financial companies including law firms, insurance firms, car dealerships, and lenders across the USA, Canada, and the UK. As one of North...

  • Consumer Insights Lead

    2 weeks ago

    Toronto, Ontario, Canada Restaurant Brands International Inc Full time

    About Restaurant Brands International:As one of the world's largest quick service restaurant companies, Restaurant Brands International Inc. boasts a strong portfolio of iconic brands, including TIM HORTONS, BURGER KING, POPEYES, and FIREHOUSE SUBS. With a presence in over 100 countries and annual system-wide sales exceeding $40 billion, RBI is a leader in...

  • Strategic Consumer Brand Lead

    2 weeks ago

    Toronto, Ontario, Canada Zeno Group Full time

    Zeno Group, a global integrated communications agency, is seeking an experienced Account Director to lead consumer brands in client service, new business, team development and management, ensuring consistent excellence in work quality.About the RoleThis role involves developing and driving PR strategies and programs in our Consumer practice. The ideal...

  • Retail Services Team Lead

    2 weeks ago

    Toronto, Ontario, Canada NielsenIQ Full time

    Job Title: Retail Services Team Lead - Fast-Moving Consumer Goods ExpertAbout NielsenIQNielsenIQ is the world's leading consumer intelligence company, delivering unparalleled insights into consumer buying behavior. As a key player in the retail sector, we strive to drive growth and success for our clients through innovative solutions.Job DescriptionWe are...

  • Director of Consumer Insights

    6 months ago

    Toronto, Canada The Kraft Heinz Company Full time

    Description The Director of Consumer Insights will lead the function for the Canada market and will partner with the Business Unit President and Marketing leadership to enable consumer-first thinking to inform strategy, with a consumer-informed forward-thinking approach. This role is a key member of the North America Consumer Insights leadership team....

  • Consumer Marketing Lead

    2 weeks ago

    Old Toronto, Canada Theprnet Full time

    About the RoleWe are seeking a highly skilled and experienced Account Director to join our team at Theprnet. As a key member of our consumer lifestyle team, you will be responsible for developing and executing comprehensive PR strategies for our clients.Key responsibilities will include leading and overseeing account teams, developing and managing client...

  • Category & Shopper Development Student Co-op

    3 months ago

    Toronto, Canada Irving Consumer Products Full time

    **Category & Shopper Development Student Co-op - Winter 2025** Ever wonder what a Fast-Moving Consumer Good (FMCG) is or how they work? The vast majority of the products you find while browsing a retail store aisle are Fast Moving Consumer Goods (also known as Consumer-Packaged Goods -CPG). These are product that’s consumers, like you, use almost daily...

  • Marketing Student Co-op

    3 months ago

    Toronto, Canada Irving Consumer Products Full time

    Marketing Student Co-op Winter Term - Winter 2025 - At Irving Consumer Products, we recognize that the key to our success is our people. Irving Consumer Products is a leading manufacturer of premium tissue products - including national brands and private label, consumer know us best by our Royale brand!** **We pride ourselves in our commitment to providing...

  • Canada Consumer Broadband Strategy Lead

    2 weeks ago

    Toronto, Ontario, Canada Amazon Full time

    At Amazon, we are seeking a highly skilled professional to lead our Canada consumer broadband strategy. As a member of the North America Consumer team, you will be responsible for launching consumer products and services in Canada.About UsAmazon is committed to increasing global broadband access through its Project Kuiper initiative. This project aims to...

  • Lead Risk Management Professional for Consumer Lending

    4 weeks ago

    Toronto, Ontario, Canada Neo Financial Full time

    About Neo FinancialAt Neo Financial, we're driving innovation in the fintech space, striving to provide a more rewarding financial experience for Canadians. Our dynamic startup is rapidly expanding, fostering an exhilarating and demanding work environment.Job SummaryThis high-profile leadership position involves overseeing the development and implementation...

  • Consultant, Consumer Marketing

    6 months ago

    Toronto, Canada NATIONAL Public Relations Inc. Full time

    Are you looking for the next big step in your career journey? Do you possess a rare blend of digital and communications chops, the passion for helping to build consumer brands, a knack for client service, and the ambition to join a high-performing AND supportive team? If so, we want to hear from you. NATIONAL Public Relations’ Toronto office is looking...

  • Consumer Insights and Research Manager

    5 months ago

    Toronto, Canada Lindt Corporate Full time

    Specifically, this role will deliver Category, Consumer, Brand Understanding and provide actionable recommendations to drive brand growth, overseeing all aspects of consumer, brand research, leading vendor research relationships, relationships with global International insights team, category and brand research projects, mining trends and historic behavior...

  • Assistant Brand Manager

    6 months ago

    Toronto, Canada Irving Consumer Products Full time

    **Assistant Brand Manager - Customer and Brand Marketing (USA)** At Irving Consumer Products, we recognize that the key to our success is our people. Irving Consumer Products is a leading manufacturer of premium tissue products - including national brands (Royale® & Scotties®) and private label. We pride ourselves in our commitment to providing the best...

  • Brand Manager

    1 week ago

    Toronto, Canada Post Consumer Brands Full time

    Business Unit Overview: Brand: Post Consumer Brands recently acquired several iconic pet food brands, venturing into a new market while remaining true to our purpose to provide delicious and accessible food that our consumers love. We’re always searching the center store for the next exciting product to add to our portfolio, and right now, we’re growing...

  • Senior Consumer Insights Strategist

    2 weeks ago

    Toronto, Ontario, Canada The Kraft Heinz Company Full time

    Director of Consumer InsightsThe Kraft Heinz Company is seeking a seasoned Consumer Insights Leader to join our North America Consumer Insights team in Toronto, Canada.This key role will lead the development and implementation of consumer insights strategies across our portfolio of brands. As a trusted advisor to our Business Unit President and Marketing...

  • Corporate Quality Student Co-op

    3 months ago

    Toronto, Canada Irving Consumer Products Full time

    **Corporate Quality Student Co-op - Winter 2025 (**4- or 8-Month** Work Term)** **At Irving Consumer Products, we recognize that the key to our success is our people. Irving Consumer Products is a leading manufacturer of premium tissue products - including national brands and private label. We pride ourselves in our commitment to providing the best quality...

  • Director of Consumer Insights Leader

    1 month ago

    Toronto, Ontario, Canada The Kraft Heinz Company Full time

    Job Title: Director of Consumer InsightsAbout the Role:The Director of Consumer Insights will be a key member of our North America Consumer Insights leadership team, partnering with the Business Unit President and Marketing leadership to enable consumer-first thinking to inform strategy. This influential role will lead the function for the Canada market,...