Manager, Consumer Affairs

JOB DESCRIPTION  

The [Senior] Manager, Consumer Affairs, will create the Consumer Affairs function, establishing best-in-class processes, tracking, and communication with consumers from the ground up, to ensure Meati is driving pace and loyalty with outstanding service levels. They are responsible for delivering a high-quality consumer affairs experience. They own the function with a forward-looking eye toward building out a high-performing team, managing inbound inquiries and cross-functional resolution in a way that informs the Meati organization and generates loyalty and strong NPS with consumers.  

DUTIES AND RESPONSIBILITIES 

• Instill an attitude of customer advocacy, customer communication and engagement at the highest level.  
• Own the process of driving delightful consumer engagements across e-commerce communication channels 
• Assist with the development and implementation of customer service policies and explaining these to staff and cross-functional partners to ensure customer success.  
• Design, execute, and synthesize qualitative and quantitative consumer data via DTC channel 
• Serve as the voice of the customer and collaborate with other internal teams to make sure we are considering customer feedback and are delivering the best product to fit customer needs. 

• Create internal systems, process & procedures to manage growth in customer inquiry volumes and ensure all customer needs are met. 
• Utilize consumer data to better understand consumers and develop solutions for our products, including quality solutions, product innovation and marketing strategies 
• Identify essential business drivers and bridge the gap between strategic priorities of the business and commonly asked consumer questions 
• Create and review monthly Voice of the Consumer report and distribute to various teams, such as Sales and Marketing 
• Prepare weekly recaps on order volumes, shipments and trends. Develop customer scorecards and KPIs per customer programs.
• Ability to interface at senior level effective communication to internal Sales and Marketing Executive leadership and Customer clients
• Ability to work with 3PL, supply chain x-function and logistics team to improve process and mitigate customer issues. 
• Continuous improvement in order management. Instill questions and review processes/practices and make recommendations accordingly.
• Flexible and mobile be able to interface with all departments; i.e. production, warehouse, marketing, and finance.
• Ability to deal with employee issues while maintaining a calm demeanor
• Step in to assist with serious, consequential customer issues 

SKILL SET 

• 3-5 years in customer service or consumer affairs. E-commerce and DTC customer service experience preferred.  
• Deliver high judgement and high horsepower, calm and confident under pressure
• Proficient in all Microsoft applications 
• Manage processes, accuracy and highly detailed 
• Must be resourceful and able to adapt quickly to changes. You work and learn fast while paying attention to the details 
• Have excellent organizational, analytical, oral and written communication skills 
• Ability to analyze data sets, synthesize data and present to high level leadership 

Compensation: 

Benefits: 

• Medical, Dental & Vision Insurance 
• AD&D, Short-Term & Long-Term Disability Coverage 
• Employee Assistance Program 
• 401k Contributions & Company Match