Customer and consumer advice manager
Description
The Consumer Communication Manager is the professional who coordinates all communication between the food industry and its clients (distribution, trade and restaurant services, etc.), end-users and other interested parties (public administration, universities, research centres, etc.). Its field of action extends to all aspects related to company-client relationships (management of the supply chain; complaints and claims department; after-sales service,...) and directly with consumers (customer service on "900 numbers"; websites; information on products manufactured, the raw materials and manufacturing processes and packaging used, and food safety protection policies, environment and applied social policies. In other words, all the aspects of interest to today's consumer. A well-informed consumer, who demands high quality, security, environmental considerations, responsible cconsumption, etc.) and requests increasingly more detailed information relating to products consumed.
Tasks
- Manage (and in some cases, compile) information provided by customers and consumers about the foods produced and marketed by the company.
- Manage (and in some cases, compile) information provided by the media, public administration, universities and research centres, and representative organisations (represeting producers, consumers and users).
- Manage (and in some cases, compile) information from internal sources (from other departments in the company: marketing, commercial, R&D, management, etc.).
- Centralise this information and serve as an internal information representative.
- Participate in the detection and identification of areas for improvement.
- Train and brief the staff who come into close contact with consumers and customers, in order to ensure coherence in the company's criteria and messages.
- Participate in the early warning, crisis management and emergency scenario systems, and specifically taking responsibility for internal and external communication tasks.
- With regards to tasks geared towards consumers:
Coordinate actions carried out by the company as part of the consumer communication policy, placing particular emphasis on the strategic aspects outlined by the company. The issues usually involved include: safety, quality control, food benefits (e.g. functional and nutritional properties), the company's attitude and ethics, compliance with current legsilation, social and environmental commitment and responsibility.
Manage (and in some cases, deal with personally) consumer service actions (helplines, online help through the company's website, etc.), dealing with queries, complaints, suggestions, etc.; analysing and classifying these; passing them on internally to the departments involved; coordinating subsequent actions, including studying and proposing possible solutions and improvements; ensuring consumers are left satisfied; follow-up and evaluation.
Have a thorough knowledge of current and future regulations and how they affect the foods produced by the company, and analyse them from the consumer's point of view. - With regards to tasks geared at customers:
Liaise with the sales and marketing departments on the subject of the information that must be provided to customers prior to, during and after a sale.
Collaborate closely with the company's marketing department in drawing up communication, marketing and production promotion policies, amongst others, to be implemented by the company. Oversee the adaptation of communication policies, in line with changes observed in the field and the market.
Coordinate the management of the product supply chain (receipt of orders, deliveries, etc.)
Manage (and in some cases personally deal with) customer service actions: deal with queries about prices and offers; take orders; deal with customer complaints and follow these up until customers are satisfied: after-sale service.
