Manager Consumer Care

Swedish Match North America LLC, develops, manufactures, and sells quality products with market leading brands such as ZYN nicotine pouches and other smokeless tobacco products. Our vision is “A world without cigarettes,” and our mission is to provide adult consumers with alternatives that are enjoyable but have a lower risk than smoking. We are one of the fastest growing consumer-packaged goods (CPG) producers and ZYN is the number one selling nicotine pouch in the US. In order to continually promote and create innovative products that support our vision we are currently seeking a Manager of Consumer Care for our Owensboro, KY facility.

Your Day to Day:

• Measure and monitor Consumer Care KPIs, department performance and quality of work, to ensure excellent consumer experience.
• Manage Consumer Care team processes to ensure regulatory compliance with integrated data collection in all SM categories, enforcing our commitment to responsibility.
• Coordinate with brand teams to stay aware of brand updates to include launches, programs, initiatives, etc., to anticipate consumer inquiries and establish processes and scripts.
• Responsible for communicating updates and relevant information to brand teams.
• Work with IT to ensure the proper infrastructure is in place to support the brands' overall direct to consumer strategy.
• Looks for ways to develop and implement revised processes to enhance consumer experience, reduce consumer wait times and optimize agent handling times.
• Analyze all key performance indicators and recommend service level changes when necessary.
• Manage cross-functional stakeholders to verify all data needs are being provided, to include the management of Salesforce Community environments to support loyalty programs, e-commerce business and other initiatives.
• Manage data flow issues with external departments, to include monitoring levels of incoming spam (e.g., Digital Marketing, Legal, QA, Regulatory etc.)
• Collaborates regularly with Digital Marketing team to communicate and facilitate resolutions to age verification, website registration and loyalty program support needs.
• Lead and develop Consumer Care Supervisor and Representatives, looking for training opportunities and educational material to help with knowledge and best practices in tobacco/nicotine industry, SM brands/categories, management and customer service.
• Identify opportunities to digitalize the channel through the adoption of CRM & customer service platforms (e.g. Service Cloud) new features/releases and define requirements for future improvement
• Develop a high quality, engaged and skilled front line (directly or indirectly employed) applying all people management levers (communication, recognition, reward, training, performance management, etc.)
• Provide regular channel specific consumer care success metrics and insights leveraging outcomes of huddles and NPS inner loop practices, to support Consumer Experience in identifying and addressing experience gaps and opportunities
• Perform other tasks, responsibilities, and projects as assigned.

Who we're looking for:

• Education: Bachelor's degree in related field or equivalent experience required.
• Experience: Experience in Salesforce Service Cloud, Social Studio, and Talk Desk or similar technologies preferred. Required expertise, or proven track history, in consumer care or customer service data analytics and reporting with a minimum of 5 years' contact center management experience.
• Specialized Knowledge: Understanding of FDA/Regulatory rules and regulations. Knowledge of Swedish Match product categories. Process and procedural focus to develop and monitor key data flow required by Regulatory and Legal departments.

Benefits for New Hires:

We offer an excellent compensation and benefits package, including the following:

• Swedish Match offers competitive salaries
• Medical, dental, and vision benefits effective on date of hire
• Matching 401(k) with profit sharing
• 3 weeks' vacation, 12 paid holidays, 3 personal holidays, and a vacation purchase option
• Paid Bonding Leave; this benefit is in addition to short-term disability benefits, if applicable
• Adoption Assistance
• Tuition reimbursement

An Equal Opportunity Employer M/F/Disability/Vet