Senior Brand Manager

Job Description

About KerryA career with Kerry Taste & Nutrition offers you an opportunity to shape how people across the globe view food and beverage while providing you opportunities to explore and grow as your interests do. With our commitment to a sustainable future, a careerwith Kerry is something you can feel good about.About the roleWe are now recruiting a new role for our Dairy business as Consumer Relations Manager.This is a UK based role and will be part time hours over a fixed term period. This role would suit someone with experience but also looking for flexibility in a work life balance. This is an opportunity to join Kerry at a really exciting time and deliverwith impact on key objectives. If this sounds exciting to you, please keep reading and apply now to be considered for immediate interview.The Consumer Relations Manager Role is an important role within our Kerry Dairy Consumer Foods Business, responsible for creating a positive consumer experience (across multiple Channels & touchpoints) & ensuring consumer queries and contacts are well managedand resolved in order to protect our Corporate reputation within the market. This role is also responsible for leading & managing the on-going relationship with a Third Party Agency who deliver and execute the day to day Consumer Careline operation on ourbehalf through dedicated Customer Service Agents.Key responsibilities

• Lead & manage the on-going relationship with the Third Party Agency who delivers & executes the Consumer Careline operation on our behalf through dedicated Customer Service Agents:
• Best in class Agency Management - build strong relationships & ways of working with the Third Party Agency who executes the Consumer Careline (CPM)
• Management of the contract & schedule of works with CPM.
• Highlight issues which have been flagged by CPM reporting to internal key points of contact (as per agreed key points of contacts lists which have been defined by Kerry) so appropriate investigations & actions are taken.
• Leading, following & executing the agreed process steps & escalation steps up to Kerry Leadership & Senior Management for any high risk consumer contacts which are received by CPM & for which Business decision making may be required (e.g. product recallsor withdrawals)
• Responsible for complaints handling procedures, processes & documentation in order to deliver an excellent consumer experience:
• Ensuring on-going processes within Kerry Dairy Consumer Foods & CPM are fit for purpose & deliver a positive consumer experience in response to consumer complaints & contacts received
• Manage and lead the communication sharing & communication flow across the Consumer Careline & Crisis Management operations
• Management & oversight of all relevant social media listening tools (Hootsuite & Brandwatch).
• Interaction with Kerry Group Stakeholders re: relevant systems, tools & social listening platforms.
• Deliver the required & agreed frequency of reporting across all relevant social listening tools.
• Management of the Consumer Careline / Customer services budget, POs & payments to all Agencies
• Budget oversight, tracking & reconciliation (in line with annual financial cycle)

Qualifications and skills

• Minimum 2-3 years experience working in a consumer facing or consumer / customer relations role within a fast paced, dynamic environment
• Experience of crafting & wording written communications to resolve customer complaints
• Experience of leading External Agency relationships & Agency Management (Consumer Careline Agency & PR Agency for Corporate Reputation & Crisis Management)
• Experience of Social Media Monitoring & listening