Consumer Relations Program Lead
2 weeks ago
About Danone Canada
Danone Canada is a leading consumer-facing B Corporation operating in the country's largest market. As part of the global Danone organization, our mission is to bring health through food to as many people as possible.
We are proud to be recognized as one of Canada's Top 100 Employers for five consecutive years, and we're committed to creating an inclusive and human-centric work environment that fosters growth and development.
Job Title: Consumer Relations Program Lead
Estimated Salary: $90,000 - $120,000 per year
This role plays a crucial part in driving consumer preference and a culture of quality as competitive advantages for Danone Canada. You will lead the day-to-day consumer affairs operations, foster partner relationships, and collaborate with the US Consumer Connections team to develop operational standards.
Key Responsibilities:
- Lead the consumer relations program and ensure resolution of consumer contacts and enhancement of satisfaction and loyalty.
- Manage consumer satisfaction measurement and identify areas for improvement, including vendor assessment, questionnaires, and analyses.
- Ensure the consumer center manages escalated cases with empathy and according to standard operating procedures.
- Collaborate with marketing to activate the brand voice within consumer touchpoints and create aligned consumer messaging.
- Analyze consumer inquiries, praises, complaints, and issue reports to drive innovation and improve products and services.
Requirements:
- Bachelor's degree in Marketing or Communications or equivalent.
- Minimum of seven (07) years' work experience in consumer service management or quality; preferably in CPG industry.
- Bilingualism is required (French and English).
- Strong reporting skills, ability to synthesize data to key insights, and communicate consumer stories.
- Excellent communicator both written and verbal with audiences across multiple levels.
- Creative thinker with a continuous improvement mindset and strong transversal leadership.
What We Offer:
- A competitive salary range of $90,000 - $120,000 per year.
- A comprehensive benefits package, including collective insurance with a core health plan paid by Danone, flexible credits for wellness accounts, and a competitive group retirement savings plan.
- A hybrid work model that allows you to design your schedule and workspace.
- Ongoing training initiatives, mentorship, leadership development programs, and tuition reimbursement to support your career advancement.
- The opportunity to make a difference in the community through our partnership with the Breakfast Club of Canada.
Join Our Movement for a Healthier World
We value diversity and encourage all individuals with the necessary skills and qualifications to apply for this position.
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