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Consumer Experience Manager

3 months ago

Green Bay, United States Carnivore Meat Company Full time
Job DescriptionJob DescriptionDescription:

Headquartered in Green Bay, Wisconsin, and a pioneer in raw pet food since 2009, Carnivore Meat Company provides pets with the opportunity to lead long, vibrant, healthy lives. Carnivore does this by manufacturing ultra-premium quality, raw frozen and freeze-dried pet food and treats using the best butcher cut proteins.


From traditional favorites – beef, chicken, turkey, duck – to more innovative tastes such as ahi tuna and rabbit. Carnivore Meat Company products are free of grains, gluten, artificial preservatives, rendered by-products, fillers, flavoring, and coloring. All products are U.S.A. made and packaged in the company’s Green Bay, Wisconsin facilities. Carnivore's all-meat freeze-dried products are safe, convenient, and shelf-stable, making them ideal for traveling, training, snacking and everyday feeding, making the segment one of the fastest growing areas within pet food today.


Carnivore’s products are sold under its flagship Vital Essential® brand. Vital Essentials® is distributed in over 7,200 retailers today in the Independent Pet channel, and in 14 international markets. Vital Essentials® is one of the fastest growing brands in the pet food industry.


Carnivore manufactures 100% of its products at its own facilities, leveraging a unique and best-in-class supply chain approach and relationships to ensure that most ingredients are frozen immediately after harvesting to lock in freshness and nutrients. The ingredients are then processed at Carnivore’s own facilities and dried using proprietary freeze dry equipment and technology.


Carnivore employs 186 associates and will be opening a new 235,000 square foot headquarters and manufacturing facility in Green Bay this summer. The new 28-acre campus will become Carnivore’s Global Headquarters and provide capacity to support its growth over the next 3-5 years.


Carnivore is constantly innovating new products, techniques, and technology to support its commitment to excellence in the raw pet food industry. Carnivore Meat Company is one of the most tenured raw pet food producers in the nation—and one of the leading private label providers of raw pet food. Carnivore has been named among the fastest growing private companies in the United States by Inc. 5000 in its annual list. Further, the company is well ranked nationally and locally among Green Bay companies.


PURPOSE:

We're seeking a dynamic Consumer Experience Manager to lead our team and champion our customers' needs. This new but pivotal role is a unique blend of traditional customer support (responding to inquiries, resolving issues) and strategic consumer advocacy. You'll be the voice of our customers within the company, analyzing and communicating their experiences, and ensuring their feedback drives improvements across our products and services. This includes formalizing response processes, facilitating timely issue resolution, tracking consumer feedback and sentiment, and escalating critical concerns. The ideal candidate is a pet lover, passionate about delivering exceptional service, and has a knack for translating customer insights into actionable recommendations.


KEY RESPONSIBILITIES:

  • Represent and advocate for the consumer and engage with cross functional partners across the business to ensure the consumers voice is always heard when making decisions.
  • Consolidate consumer feedback (complaints, requests, feedback, etc.) from all channels and input sources including but not limited to; social media, online reviews, internal feedback loops, direct contact (phone, email, and chat), etc.
  • Regular reporting of the consumer experience to internal leadership teams.
  • Build and manage internal and consumer facing knowledge base.
  • Responsible for escalating consumer issues internally, working hand-in-hand with QA teams for quality related concerns and marketing for any PR related issues.
  • Build and manage SoP library and framework for responding to various requests, complaints, and feedback.
  • Develop, monitor, and report on relevant KPIs to track consumer complaints, feedback, request, and overall sentiment of the brand.
  • Provide timely responses to consumer inquiries across multiple communication channels for various brands.
  • Establish and manage a team of offshore virtual specialists to help manage day-to-day customer service activities
  • Recommend and leverage relevant technologies to help streamline and automate processes related to customer service, consolidation and tracking of feedback, consumer communications, etc.
  • Report issues with regards to the food safety/quality assurance system (FSQA) to Leadership and adhere to the requirements of the FSQA standards.


BENEFITS:

  • Competitive compensation model
  • 4% 401K match, medical, dental, vision, voluntary life and pet insurance, 100% company-paid basic group life, short-term and long-term disability insurance, 9 paid holidays (including 1 floating holiday to use as you choose), PTO, employee discounts on pet food and treats, tuition and wellness reimbursement, EAP


REPORTING STRUCTURE:

  • Reports to VP of Brand
Requirements:

QUALIFICATIONS:

  • Bachelor’s degree in a relevant field from an accredited university or equivalent experience.
  • 3+ years of relevant experience.
  • Background in Consumer Goods (CPG) preferred.
  • Excellent verbal and written communication skills necessary to persuade and influence decision making.
  • Expertise to identify, develop, and implement process improvements.
  • Ability to translate consumer insights into actionable recommendations.
  • Proven experience in effectively building, managing, and scaling offshore teams.

Carnivore Meat Company is an Equal Opportunity Employer.