What are the responsibilities and job description for the Manager of Consumer Care position at The Emerson Group?
Role Overview:
The Manager of Consumer Care is a strategic connection for our brand partners, maintaining long-term relationships with covered Brand Partners. The Manager of Consumer Care will own all aspects of the brand’s consumer care including quality, fulfillment, contact trending, case review, information updates, and brand partner communication/recommendations. Specific roles and responsibilities include reviewing case quality, creating meaningful relationships, executing fulfillment of digital and physical reimbursement, regular review of consumer contact data, and keeping processes and contacts updated between business partners and brand partners to create clarity and consistency.
What You Will Do:
· Build Brand Partner Logs covering business processes and exceptions, clarifying contacts, and documenting the specific procedures
· Engage Brand Partners to identify opportunities, resolve issues, and execute SOPs
· Review data regularly for an understanding of baseline and anomalies
· Investigate case quality and procedure, bringing awareness of any quality issues
· Engaging in relationship building with brand partners and agents toward best in class communication
· Stay aware of industry trends and innovations to optimize current initiatives and contribute to overall business goals
· Synthesize actionable insights from data to empower brand partners in optimizing voice of the consumer and enhance the agent and consumer experience
· Create, maintain, post, and share Brand Partner Logs as a review of the business
· Perform monthly meetings engaging in deep dialogue about the brands to enhance adherence with best practices and awareness of services
· In partnership with knowledge management, training, systems, and vendor partners, share relevant information in a timely and consistent fashion
Who You Are:
· You have a bachelor’s degree in a relevant field
· 3-5 years in an account manager, retail sales, or project management role in consulting, retail, brand, or similar role
· Excellent communications, organizational, & prioritization skills
· Strong interpersonal skills and ability to engage with internal and external stakeholders at all levels, including engaging on questions, strategy, and presentations
· Ability to create compelling narratives from data and distill recommendations to brand partners
· Intellectual curiosity and critical thinking skills
· Strong technical mastery of Excel and PowerPoint
· Experience with consumer care
· Experience with account management a strong plus
· Experience working with data a strong plus
Job Type: Full-time
Pay: From $62,935.00 per year
Benefits:
- Employee discount
Experience level:
- No experience needed
Shift:
- 8 hour shift
Weekly day range:
- Monday to Friday
Work Location: Hybrid remote in Kent, OH 44240