SummaryDrive the future of consumer experience at Perdue Foods by leading a dynamic Voice of the Consumer program that turns everyday consumer interactions into meaningful business impact. As the Consumer Experience Manager, you will champion a responsive, empathetic, and consistent experience across phone, email, chat, social media, and other consumer touchpoints while serving as the Voice of the Consumer throughout the organization. You will transform consumer feedback into actionable insights that influence product improvements, innovation, brand strategy, and business decisions. As part of the marketing organization, you will partner closely with teams across Marketing, Consumer Insights, Research and Development, Quality Assurance, Food Safety, Sales, Operations, Digital, Communications, Regulatory, and Legal to help ensure consumer perspectives shape the future of our brands. This role is ideal for a strategic, consumer-focused leader who combines analytical thinking, operational excellence, and strong cross-functional influence to build and advance a modern, scalable consumer experience program.
Principal Essential Duties & Responsibilities - Lead Perdue's consumer experience program and external service partner.
- Ensure a high-quality, consistent consumer experience across all consumer touchpoints.
- Monitor program performance, consumer satisfaction, and service effectiveness.
- Analyze consumer feedback and translate insights into business recommendations.
- Serve as the Voice of the Consumer and advocate for consumer needs across the organization.
- Partner with cross-functional teams to improve products, packaging, communications, and consumer experiences.
- Develop and enhance consumer experience and insight capabilities, including processes, reporting, technology, and operations.
- Support product issues, recalls, crisis response, and reputation management activities as needed.
- Manage vendor relationships, program budgets, and compliance requirements.
Minimum Education and Experience - Bachelor's degree in marketing, Business, Communications, Consumer Insights, Customer Experience, or a related field; equivalent experience may be considered.
- 7+ years of progressive experience in consumer experience, consumer insights, customer experience, contact center operations, or a related consumer-facing function.
- Experience leading consumer-focused programs, teams, or outsourced service providers.
- Strong analytical, communication, project management, and problem-solving skills.
- Demonstrated ability to influence and collaborate across functions and levels of the organization.
- Experience leveraging consumer feedback and operational data to drive business decisions and improvements.
- Familiarity with consumer care, CRM, contact center, and reporting technologies.
Preferred Education and Experience - Consumer packaged goods, food, beverages, retail, or other consumer-focused industry experience.
- Experience supporting product issues, recalls, crisis communications, or other high-sensitivity consumer situations.
Physical Requirements and Environmental Factors - Occasional overnight travel may be required for company, agency partner, industry, or vendor meetings.
- Must be accessible outside normal business hours when significant consumer, food safety, product, or crisis situations arise.
