HELP US BRING THE GIFT OF HEALTH TO LIFE.
Working at Pharmavite is an experience like no other. With a focus on complete nutrition for all, each endeavor is urgent and every day counts. You'll have the opportunity to work on the #1 selling national vitamin and supplement brand, Nature Made, as well as an exciting portfolio of other products that are shaping the future of the healthy living industry. Consumer-driven innovation, high quality products and a promising portfolio, all driven by a team with a shared sense of purpose -- that's Pharmavite. Join us to bring the gift of health to life.
*Remote: Must be able to travel*
The Senior Manager of Consumer Affairs is responsible for ensuring consumer satisfaction by managing and continuously improving the consumer experience at all contacts including, but not limited to, phone, email, chat, and social media. This role develops and drives a 2-3 year strategic plan for the Consumer Affairs function. This includes overseeing an internal team as well as managing multiple external agencies, and developing clear processes, workflows, and performance metrics to ensure success. The reports to the DVP, DTC and Marketing Operations and manages a team.
Critical contributions this role is counted on to deliver include:
Defines department goals and metrics including service goals to ensure quality and enable function to meet and exceed strategic long-term objectives. Manages budget for department.
Analyzes metrics and trends from consumer interactions, translating them into insights for future improvement. Drives opportunities and strategies for process improvement, product and service enhancements, and other areas which are critical to the success of the department and the brand.
Leads effective selection process of vendors, defines SLAs, and manages, measures, and optimizes multiple external agencies. This includes managing external Call Center operations and monitoring its interactive channels including telephone, email, chat, social media, and any additional consumer contact points
Communicates key indicators and trends to cross-functional partners including Quality, Marketing, Legal, and other stakeholders, in order to drive an improved understanding of consumer’s perception on the brand and to resolve any escalated quality issues
Builds an exceptional service culture by providing leadership, development, and guidance to ensure a high performing team
The ideal candidate is committed to continuous improvement and has the ability to make focused decisions for their department based on consumer satisfaction, brand integrity, and company values.
Critical Success Factors
You’ll be most successful in this role if you have:
Tangible experience developing and executing a plan to continuously improve an established call center by expanding and managing capabilities, channels and service levels
Experience managing both internal employees and external vendors
Advanced ability to support the team with questions and coach them on how to resolve member issues and respond to members.
A positive disposition, the ability to support an inclusive department and team, as well as have a genuine interest in people and desire to help.
Ability to coach staff to meet/exceed annual objectives and write and execute action plans for staff development.
Capabilities & Skills Required
In order to take on these challenges, you’ll need to have:
10+ years of customer contact center experience, with 5+ years of managing team and developing mid-term strategy. Experience managing external vendors. VMS category experience, or significant experience in regulated category such as pharmaceuticals, OTC or food, preferred
Ability to consistently communicate in a clear and timely manner.
Strong analytical, presentation and negotiation skills.
Experience working in a fast-paced environment with the ability to multi-task.
Here, career paths aren't predefined, and bureaucratic limitations don't exist -- you have the opportunity to grow, learn from industry pioneers, and develop the way you want to. Pharmavite is investing more in the development of our team -- to help us deliver on our purpose and help you achieve your career aspirations. Our environment is geared to fuel curiosity, encourage experimentation, and generate learning as this is the way we develop ourselves and our organization.
Pharmavite is committed to meeting the needs of our employees and their families with a Total Rewards package that's as comprehensive as the vitamins and supplements we deliver to consumers. With competitive compensation programs and standout benefits, we provide employees with optimal health and well-being -- as well as peace of mind. These rewards -- plus our new recognition program -- ensure employees feel supported both at work and home.
Annual Pay Range$156,800.00 - $235,200.00
This represents the minimum and maximum base salary range for this role, plus annual incentive. Various elements are used to determine a candidate’s starting salary such as job experience, specific skills, and comparison to internal incumbents currently in the role. This information is provided to applicants in accordance with state and local laws.
Visit Pharmavite.com/careers to learn more about our mission and discover an opportunity that's right for you. Health and wellness begins with us.
Pharmavite is an equal employment and affirmative action employer F/M/Disability/Vet/Sexual Orientation/Gender Identity. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to their protected veteran or disabled status, or any protected status. We do not discriminate in employment based on race, color, religion, age, sex, sexual orientation, gender identity, national origin, or any other basis covered by applicable law. All employment is decided based on qualifications, merit, and business need.
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications of employees assigned to this job.
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