Voice of the Consumer Manager / Consumer Affairs Manager Position Available In Fulton, Georgia

Alpharetta, GA Area Hybrid:

3 days in office per week

Position Overview:

Our client is seeking a highly engaged and detail-oriented Voice of the Consumer Manager to become an integral part of their dynamic team. In this role, you will take ownership of and expertly handle consumer interactions across various communication channels, including phone, email, and other relevant points of contact. A key focus will be on delivering prompt, effective, and empathetic solutions to consumer inquiries, alongside the critical task of generating comprehensive reports that accurately reflect consumer sentiment. This position necessitates a strong grasp of how our offerings are perceived within the online and digital sphere. A deep understanding of e-commerce platform functionalities and the nuances of the online shopping journey will be crucial for success. The ideal candidate will be a proactive collaborator, working closely with our quality assurance and production teams to pinpoint opportunities for product enhancements directly informed by consumer insights. This will involve creating insightful reports detailing the analysis of consumer inquiries, online ratings and feedback, competitor analysis, and social media monitoring data.

Key Responsibilities:

Articulate a clear and compelling overarching plan to executive leadership for systematically capturing a holistic, 360-degree understanding of consumer opinions. Partner with e-commerce platform providers to effectively oversee content distribution and online sampling initiatives specifically designed to drive product ratings and reviews. Professionally and empathetically manage all consumer engagements, ensuring swift and impactful resolution of issues. Formulate thoughtful and brand-aligned responses to online feedback and reviews across diverse platforms. Generate and present regular, insightful summaries of key consumer feedback patterns and the performance of online reviews. Partner closely with quality assurance and production teams to translate consumer insights into concrete, actionable recommendations for improving our products. Interpret intricate consumer feedback data, transforming raw information into clear and implementable recommendations for internal teams. Oversee relationships with external service providers, including involvement in contract negotiations and ensuring consistent adherence to agreed-upon deliverables. Proactively identify and assess new service providers and capabilities that can enrich our understanding of the consumer perspective.

Qualifications:

Professional experience in fields such as customer support, consumer advocacy, marketing, quality assurance, or other closely related areas. Proven strength in managing and resolving conflicts, with a demonstrated ability to effectively diffuse challenging customer situations. A strong history of successfully analyzing consumer feedback and converting those insights into practical, implementable recommendations. Excellent communication abilities, encompassing both clear and persuasive written and oral expression. Exceptional organizational skills, combined with meticulous attention to detail and strong time management proficiencies. Practical experience with e-commerce platforms and a solid understanding of online purchasing behaviors and customer journeys. A thorough understanding of the digital environment and the capacity to effectively manage and enhance the company’s online image and digital presence. A Bachelor’s level degree is preferred.