Position Title: Consumer Engagement Manager

Company Overview: At Bobo’s Oat Bars everything we create is made with love and baked by hand using wholesome, simple ingredients you can find in your own kitchen. Working at Bobo’s is a labor of love. Our experienced staff exudes integrity, grit, passion, and a unified desire to share the love of Bobo’s and our products from their hearts to others. Bobo’s employees embrace and reflect the Bobo’s values being collaborative, adaptable, passionate, persevering, and fun-loving. 

Position Summary: Bobo’s Oat Bars are baked with love! The Consumer Engagement Manager’s goal is to spread ‘Bobo’s love’ to current and new consumers across the country. This role is charged with bringing the brand to life for all Bobo’s consumers. The consumer engagement position will not only be tasked with providing industry-best customer service to incoming inquiries, but also spreading Bobo’s brand love to unsuspecting consumers with surprise and delight interactions. Bobo’s Consumer Engagement Manager will lead all efforts to engage with consumers on a personal level whenever possible, and continue Bobo’s mission to provide best-in-class customer service to end consumers.

Primary Duties and Responsibilities:

• Consumer/Customer Service – Answering consumer support-related phone calls and emails, responding to consumer questions and complaints, maintaining canned response library, logging important information in Zendesk as necessary
• Manage post-ticket customer satisfaction survey portal & reporting using NiceReply
• Manage outsourced third party customer service partner and agent(s)
• Proactively seek out engaged Bobo’s consumers to surprise and delight
• Oversee Bobo’s Love Mitt consumer loyalty program
• Maintain ecommerce consumer rewards program using Loyalty Lion
• Assist with management of Brand Ambassador program
• Work closely with the ecommerce team to troubleshoot shipping and order issues
• Coordinate with Quality team to communicate and correct QA complaints
• Report monthly on all consumer affairs activity
• Assist in management of social media comments
• Monitor and engage with all Amazon, DTC, and Google reviews
• Maintain a knowledge of product nutrition, ingredient, and manufacturing details
• Manage wholesale website inquiries, applications, and customer relationships
• Coordinate with Sales team to field inbound new business inquiries
• Execute donations in line with company priorities and available product, manage donation requests
• Manage outbound physical mail including QA corrections and coupon requests
• Send out weekly ‘Feel Good Friday’ email to Bobo’s family highlighting positive consumer interactions

Supervisory Responsibility: None

Qualifications / Experience Desired:

• Autonomous, self-starter able to identify key opportunities and areas of improvement and take proactive steps to implement improvements – manage cross functional/upwards as needed
• Positive attitude & eagerness to learn
• Ability to work collaboratively with team as well as independently
• Self-starter with the ability to seek out and engage with consumers
• Self-motivated, a “doer” and results driven
• Creative spirit and can-do attitude
• Works with integrity

Education / Experience Desired:

• Bachelor’s Degree or equivalent work experience
• CPG / Food & Beverage industry experience
• Customer service experience

Language / Mathematical / Reasoning Ability:

• Exceptional verbal and written communication
• Knowledge of Excel and PowerPoint preferred
• Knowledge of Shopify
• Knowledge of Zendesk, Recharge, and/or Loyalty Lion a plus
• Exceptional time management skills
• Ability to track and report on key performance indicators
• Knowledge of natural products industry a plus

Supervision Given: This role will report to the Director of E-Commerce

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit, stand, use hands to finger, handle or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to walk; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include looking at a computer screen and ability to adjust focus. The employee may be required to travel, drive a motor vehicle, and effectively communicate using telephone and email.

Travel Required: Some travel required <20%

Resume Submission:  All candidates with relevant experience please submit resume to Jobs@EatBobos.com. Please put “Consumer Engagement Manager” in the subject line of email