Associate Manager Consumer Care

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Associate Manager Consumer Care

3470

Hybrid

Altria Client Services

Help us create better consumer experiences Can one consumer interaction shape how people feel about a brand? In consumer care at a CPG company, the answer is yes. Whether someone reaches out with a question, complaint, or issue with an order, every interaction is a chance to build trust and strengthen brand loyalty. We’re looking for someone passionate about exceptional experiences and excited to help shape the future of consumer care. As part of our Consumer Experience Organization, you will lead consumer care delivery through our third-party partners while helping define how care comes to life across brand activations. You will play a key role in advancing consumer experience through AI, data-driven insights, and emerging engagement channels. If you bring five or more years of experience in consumer care, consumer experience, or marketing and enjoy turning challenges into solutions, we would love to hear from you! What you will be doing:

Leading the consumer care experience end to end, making sure every interaction adult tobacco consumers 21+ have with our third-party care provider is fast, accurate and worth repeating.

Developing the care channel strategy for brand marketing activations, ensuring campaign plans translate into staffing, scripting, knowledge resources, and channel readiness.

Owning performance against important metrics and service levels: contact volume and forecasting, first contact resolution, handle time, quality scores and consumer satisfaction. Read the trends, then act on them. Building emerging capability with our partners: expanding AI care solutions, deepening consumer data integration between care and marketing journeys, and standing up new