Consumer Affairs Manager

If you are currently employed at Smithfield, please log into Workday and submit your application through the Jobs Hub. A great job-and a great future-awaits you at Smithfield Foods. We are an American food company with a leading position in packaged meats and fresh pork products. We’re looking for motivated people who want to join our team and grow lasting and meaningful careers with us. Apply Now! THE VALUE YOU’LL BRING: The position summary states the general nature and purpose of the job. Overall accountabilities are defined in this section. The Consumer Affairs Manager leads and oversees the daily operations of the consumer affairs team, ensuring exceptional consumer satisfaction and efficient service delivery. This role is responsible for managing consumer inquiries and complaints while upholding the highest standards of service quality and compliance with company policies. Key responsibilities include monitoring team performance, providing coaching and training, and implementing process improvements to enhance the overall consumer experience. The Manager also handles escalated consumer concerns, collaborates with cross-functional teams to resolve issues effectively, and generates consumer data reports to support company initiatives. WHAT YOU’LL DO: The below statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. May perform other duties as assigned. Consumer Affairs Management: Manages all aspects of the organization’s consumer affairs policies, objectives, and initiatives. Oversees the collection of consumer contact data and reports insights throughout the organization. Directly responsible for the research, development, and implementation of best practices regarding consumer insight collection, systems support, and reporting. Voice of the Consumer: Serves as the Voice of the Consumer through data management to ensure the highest quality products and services are delivered to our consumers. Supports the department in making prompt and appropriate decisions regarding resolutions for consumer issues and concerns. Serves as escalation point for major consumer-reported issues, coordinating and managing timely containment and corrective action within the policies of the company. Team Leadership: Fosters a culture of accountability, ensuring departmental goals and objectives are met by leading, training, developing, coaching, disciplining, and retaining high-quality team members. Provides mentoring, leadership, and guidance to the team. Workflow Management: Considering departmental volumes, trends, and forecasts, monitors and adjusts work streams and schedules to ensure best-in-class service and departmental productivity. Oversees the creation and implementation of efficient and balanced workflows that maximize productivity and achieve high levels of quality and consumer satisfaction. Cross-Department and Senior Leadership Collaboration: Collaborates with other departments to ensure that the consumer affairs team is knowledgeable about products and initiatives that support both the business and its consumers. Work closely with QA Marketing Senior Director for overall staffing needs and strategic development. WHAT WE’RE SEEKING: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals to perform the essential functions. Bachelor’s degree from an accredited four-year college or university in Business, Marketing, Mathematics, Statistics or related field and 5 years’ relevant experience working with data sets, statistical analysis, data visualization, data mining and data cleansing; or equivalent combination of education and experience, required. 2 years of demonstrated experience in team management/development or project leadership is required. Prior Leadership experience in an inbound call center, preferred Technical skills, including some combination of data manipulation, analytical tools, data normalization/trend analysis, data visualization, etc. Strong planning, forecasting and problem-solving skills with proven ability to make independent decisions within departmental protocol. Strong computer skills using Microsoft Office Software (Excel, Word, PowerPoint), Wilke Global or CRX related software. OTHER SKILLS THAT MAKE YOU STAND OUT: Strong organizational skills with affinity for assuring detail. Strong written and verbal communication skills with ability to present complex information across multiple levels of the organization. Thinks strategically and is insightful with the ability to tell a story, converting data into actionable insights. Ability to Manage multiple priorities in a fast-paced environment. Ability to work well with others in fast paced, dynamic environment. Ability to be respectful, approachable and team oriented while building strong working relationships and a positive work environment. Relocation Package Available No Eligible for Company Vehicle No EEO Information Smithfield is an equal opportunity employer committed to workplace diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, gender identity, protected veterans status, status as a disabled individual or any other protected group status or non-job characteristic as directed by law. If you are an individual with a disability and would like to request a reasonable accommodation for any part of the employment selection process, please call us at 757-357-1595. At Smithfield, good food starts with good people. "Good food. Responsibly.®" is more than just our tagline; it's what we do. We provide good jobs. We take good care of our animals. We are good stewards of the environment. We do good in our local communities. Smithfield is proud to offer robust, flexible and affordable benefit plans and programs to support our team members and their loved ones, and with out-of-pocket costs, on average, 20 percent less than plans offered by other employers. Beyond our medical plans, our Be Well programs offer tools and resources to enhance your quality of life, at no additional cost. These programs are uniquely tailored to our Smithfield team and provide support for elective surgeries, weight loss, mental health, cancer, kidney disease, diabetes, smoking cessation, asthma, maternity management and more. Our company invests in your future. We offer comprehensive training and professional development programs designed to help you reach your full potential. Our partnership with GUILD supports your continuing education with tuition assistance covering English language learning and various certificate programs, while our leadership development initiatives nurture high-potential talent. For those looking to build specialized skills, we offer apprenticeship programs that combine hands-on experience with focused learning. We also offer unique benefits like our Smithfield Scholarship Program for employees’ children. Smithfield’s Education Reimbursement Program provides financial reimbursement to team members who want to further their formal education by obtaining a GED/High School Equivalency (HSE) Diploma or by pursuing an academic degree at an accredited college or university that is not a Guild learning partner. Headquartered in Smithfield, Virginia, since 1936, Smithfield Foods, Inc. is an American food company with a leading position in packaged meats and fresh pork products. With a diverse brand portfolio and strong relationships with U.S. farmers and customers, we responsibly meet demand for quality protein around the world. For more information, visit www.smithfieldfoods.com. We believe in the power of protein to end food insecurity and have donated hundreds of millions of food servings to our communities. Smithfield boasts a portfolio of high-quality iconic brands, such as Smithfield®, Eckrich® and Nathan's Famous®, among many others. For more information, visit www.smithfieldfoods.com and connect with us on Facebook, X, formerly known as Twitter, LinkedIn, and Instagram. Not finding the right fit? Let us know you're interested in a future opportunity by clicking Get Started below or create an account by clicking 'Sign In' at the top of the page to set up email alerts as new job postings become available that meet your interest!