Consumer Affairs Manager

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A great job-and a great future-awaits you at Smithfield Foods. We are an American food company with a leading position in packaged meats and fresh pork products. We're looking for motivated people who want to join our team and grow lasting and meaningful careers with us. Apply Now!

THE VALUE YOU'LL BRING:

The position summary states the general nature and purpose of the job. Overall accountabilities are defined in this section.

The Consumer Affairs Manager leads and oversees the daily operations of the consumer affairs team, ensuring exceptional consumer satisfaction and efficient service delivery. This role is responsible for managing consumer inquiries and complaints while upholding the highest standards of service quality and compliance with company policies.

Key responsibilities include monitoring team performance, providing coaching and training, and implementing process improvements to enhance the overall consumer experience. The Manager also handles escalated consumer concerns, collaborates with cross-functional teams to resolve issues effectively, and generates consumer data reports to support company initiatives.

WHAT YOU'LL DO:

The below statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. May perform other duties as assigned.

• Consumer Affairs Management: Manages all aspects of the organization's consumer affairs policies, objectives, and initiatives. Oversees the collection of consumer contact data and reports insights throughout the organization. Directly responsible for the research, development, and implementation of best practices regarding consumer insight collection, systems support, and reporting.

• Voice of the Consumer: Serves as the Voice of the Consumer through data management to ensure the highest quality products and services are delivered to our consumers. Supports the department in making prompt and appropriate decisions regarding resolutions for consumer issues and concerns. Serves as escalation point for major consumer-reported issues, coordinating and managing timely containment and corrective action within the policies of the company.

• Team Leadership: Fosters a culture of accountability, ensuring departmental goals and objectives are met by leading, training, developing, coaching, disciplining, and retaining high-quality team members. Provides mentoring, leadership, and guidance to the team.

• Workflow Management: Considering departmental volumes, trends, and forecasts, monitors and adjusts work streams and schedules to ensure best-in-class service and departmental productivity. Oversees the creation and implementation of efficient and balanced workflows that maximize productivity and achieve high levels of quality and consumer satisfaction.

• Cross-Department and Senior Leadership Collaboration: Collaborates with other departments to ensure that the consumer affairs team is knowledgeable about products and initiatives that support both the business and its consumers. Work closely with QA Marketing Senior Director for overall staffing needs and strategic development.

WHAT WE'RE SEEKING:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals to perform the essential functions.

• Bachelor's degree from an accredited four-year college or university in Business, Marketing, Mathematics, Statistics or related field and 5+ years' relevant experience working with data sets, statistical analysis, data visualization, data mining and data cleansing; or equivalent combination of education and experience, required.

• 2+ years of demonstrated experience in team management/development or project leadership is required.

• Prior Leadership experience in an inbound call center, preferred

• Technical skills, including some combination of data manipulation, analytical tools, data normalization/trend analysis, data visualization, etc.

• Strong planning, forecasting and problem-solving skills with proven ability to make independent decisions within departmental protocol.

• Strong computer skills using Microsoft Office Software (Excel, Word, PowerPoint), Wilke Global or CRX related software.

OTHER SKILLS THAT MAKE YOU STAND OUT:

• Strong organizational skills with affinity for assuring detail.

• Strong written and verbal communication skills with ability to present complex information across multiple levels of the organization.

• Thinks strategically and is insightful with the ability to tell a story, converting data into actionable insights.

• Ability to Manage multiple priorities in a fast-paced environment.

• Ability to work well with others in fast paced, dynamic environment.

• Ability to be respectful, approachable and team oriented while building strong working relationships and a positive work environment.

Relocation Package Available

Eligible for Company Vehicle

EEO Information

Smithfield is an equal opportunity employer committed to workplace diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, gender identity, protected veterans status, status as a disabled individual or any other protected group status or non-job characteristic as directed by law.

If you are an individual with a disability and would like to request a reasonable accommodation for any part of the employment selection process, please call us at 757-357-1595.