Specialist, Marketing Excellence, Consumer Relations

Consumer Care Manager

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Summary : Mondel?z 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

Brand Responsibilities within Consumer Care

Future Capabilities

Strategic Input

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 within the Global Ways of Working.

Minimum Education and Experience

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 performance and company results.

In addition, Mondelez International offers the following benefits : health insurance, wellness and family support programs, life and disability insurance, retirement savings plans, paid leave programs, education related programs, paid holidays and vacation time. Some of these benefits have eligibility requirements. Many of these benefits are subsidized or fully paid for by the company.

No Relocation support available

Business Unit Summary

The United States is the largest market in the Mondel?z International family with a significant employee and manufacturing footprint. Here, we produce our well-loved household favorites to provide our consumers with the right snack, at the right moment, made the right way. We have corporate offices, sales, manufacturing and distribution locations throughout the U.S. to ensure our iconic brandsincluding Oreo and Chips Ahoy! cookies, Ritz, Wheat Thins and Triscuit crackers, and Swedish Fish and Sour Patch Kids confectionery productsare close at hand for our consumers across the country.

Mondel?z Global LLC is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran status, sexual orientation, gender identity, gender expression, genetic information, or any other characteristic protected by law. Applicants who require accommodation to participate in the job application process may contact 847-943-5460 for assistance.

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