Specialist, Marketing Excellence, Consumer Relations

Job Description

Are You Ready to Make It Happen at Mondelēz International?

Join our Mission to Lead the Future of Snacking. Make It With Pride.

Summary:

Mondelēz NA Consumer Care manages an estimated 300K+ consumer contacts annually, including approximately 2.5K escalated/high risk/sensitive consumer contacts received across multiple channels; phone, email, chat, SMS and social across US and Canada. This role will report directly to the Consumer Care Lead for the Americas, and work alongside a dynamic team of Consumer Care professionals who manage Mondelez Brands.

Job Scope:

• NA Ventures Focus: Primarily responsible for managing Consumer Care for NA Ventures brands, understanding their unique brand voice and target consumer.

• Global & Local Balance: Manage unique brands while adhering to Mondelez's Global Ways of Working.

• Stakeholder Collaboration: Work with partners (Marketing, Quality, Legal, etc.) to ensure consumers have the best experience across all touchpoints (Legacy and Digital Channels).

• Risk Mitigation: Reduce risk and provide great consumer experiences for our brands.

• Team Support: Assist the NA Consumer Care Team with Ventures reporting and general business requests.

• Recall Support: Support recalls across Venture Brands, including reporting, preparing the Call Center, and supporting partners.

Escalations/Sensitive High-Risk Contacts:

• Guidance & Training: Ensure high-risk consumer contacts are handled correctly by providing guidance and training to Contact Center Agents.

• Direct Handling: Directly handle extremely high-risk consumer issues that the Contact Center cannot resolve.

• Executive Support: Manage all contacts from the Ventures CEO, Senior Leadership, Board Members, and Retailers.

Brand Responsibilities within Consumer Care:

• Brand Liaison: Act as the link between Consumer Care and Marketing, staying informed of strategies and new offerings. Provide consumer experience guidance for websites and policies.

• Knowledge Management: Manage (create, edit, remove) all Knowledge Management articles for new products, promotions, and limited editions. Include all outgoing communication templates (chat, letters, emails, SMS).

• Partner Support: Ensure answers to questions are clearly documented in our Knowledge Management Tool.

• Agent Training: Provide ongoing training to Agents on brand voice, promotions, limited editions, and e-commerce business.

• New Business Integration: Heavily involved in the implementation and management of additional brands as they join the Consumer Care team.

Future Capabilities:

• Participate in projects, test, and resolve issues before rolling out new functionality or new business.

• Process Review: Review daily processes after new capabilities launch to ensure partners are working correctly.

Strategic Input:

• · Best Practices: Provide input into NA Care Strategies and processes to develop and implement best practices, continually improving consumer experience and reducing risk.

The individual must demonstrate mastery of internal procedures beyond those taught by demonstration. Gains knowledge of, and applies, internal and job specific problem-solving techniques to solve project issues. Uses rigorous logic to quantify, assess, and solve issues with effective solutions. Identifies challenges early and communicates them appropriately.

Comfortable managing with ambiguity and working in a role where the scope will change over time based on business needs. It is important that this individual can manage these independent brands, allow for great consumer experience all withing the Global Ways of Working.

Minimum Education and Experience:

• Experience in Customer Service is required.

• Ability to thrive and handle ambiguity.

• Works independently, ability to manage time, projects, tasks with limited supervision.

• Analytic and critical thinking skills

• Solid business acumen

• Solid communication skills

• Solid grammar and creative writing skill.

Salary and Benefits:

The base salary range for this position is $83,800 to $115,225; the exact salary depends on several factors such as experience, skills, education and location. In addition to base salary, this position is eligible for participation in a highly competitive bonus program with possibility for overachievement based on