Overview
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At Lactalis in the USA, we are committed to providing meaningful opportunities for our people to learn, grow, and thrive. From day one, we offer the tools and support to help you succeed.
As the world leader in dairy, Lactalis is a family-owned company with over 85,000 professionals across the globe. Each day, we’re proud to produce award-winning dairy products that bring people together.
In the US, we offer a portfolio of beloved brands including Galbani Italian cheeses and ricotta, President specialty cheeses and butters, Kraft natural and grated cheeses, Breakstone’s cottage cheese, Cracker Barrel, Black Diamond cheddar, and Parmalat milk. Our yogurt portfolio includes siggi’s, Stonyfield Organic, Brown Cow, Oui, Yoplait, Go-Gurt, :ratio, Green Mountain Creamery, Mountain High, and a growing family of ethnic favorites like Karoun, Gopi, and Arz.
At Lactalis, we live by our core values:
Ambition, Engagement, and Simplicity . We foster a workplace where innovation thrives, diverse perspectives are celebrated, and everyone’s unique background and ideas are valued.
Even if you don’t meet every qualification, we encourage you to apply. We want to hear about your
PASSION , your
STORY , and how your
EXPERTISE
can help us shape the future of dairy.
Lactalis USA, part of the Lactalis family of companies, is currently hiring a US Consumer Relations Manager based in Londonderry, New Hampshire.
As a Consumer Relations Manager, the role will carry out responsibilities related to consumer feedback, complaints, inquiries and product experience insights. Oversight of the Lactalis USA Consumer Relations Contact Centers operations providing excellent consumer service and care. The CR Manager plans, implements and maintains operational standards and systems, performance objectives, budgets, and staffing. He/She is responsible for resolving consumer issues while representing the interests of both the consumer and the Lactalis USA divisions. Capturing and providing quality and actionable consumer complaint data and feedback to drive continuous improvement.
The role includes implementation of Lactalis Group procedures. Additionally, the Consumer Relations Manager will collaborate with Industrial, Quality, Legal and Regulatory, Marketing and R&D to align duties with the company’s goals and values.
From your EXPERTISE to ours
Key responsibilities for this position include:
Call Center Operations
Review company policies and implement them effectively and efficiently
Develop and implement consumer service policies and procedures
Establish and oversee the achievement of consumer service levels/functional KPIs
Evaluate current CR tools, resources and system in place, prepare and implement a plan for improvement of the consumer call center service quality and efficiency
Liaise with company management to support and implement growth strategies
Lead consumer call center integration projects within the parent company network
Coordinate and manage consumer service projects and initiatives (e.g. satisfaction surveys)
Develop and manage budget and department expenses
Manage CR database and other CR tools (e.g. live chat and phone system). Work with external vendors and IS/IT to resolve system issues
Direct the daily operations of the consumer relations teams
Manage Cheese Division call center team in Chicago, including regular visits to the office to provide support
Plan, prioritize and delegate work tasks to ensure proper functioning of the department
Monitor industry best practices including AI and implement continuous improvement projects
Ensure product repositories are up to date and information is available for agents
Create training content to improve agent efficiency and soft skills
Consumer Contact Management
Oversee daily management of consumer inquiries, complaints, and feedback through phone, email, digital channels
Ensure timely, accurate, respectful, and brand aligned responses to all consumer contacts
Maintain Lactalis standards for response times and issue resolution
Monitor accuracy of the CR database and of consumer feedback reports
Partner with Legal and Regulatory Teams to handle complex and escalated consumer complaints for all Lactalis US divisions
Analyze and report product issues and consumer feedback trends for all the Lactalis US divisions
Oversee CR protocols for dealing with "consumer threats" and "product emergencies", working closely with all Lactalis US divisions Legal, Crisis Management, Quality Assurance, and Communications Leads
Oversee communications to consumers. Work closely with each Lactalis US division Quality Assurance, Marketing and Regulatory to prepare standard responses and product talking points, and update them on a regular basis
Attend and participate in business meetings, and contribute to work objectives
Support products, marketing programs and company initiatives. Understand and communicate product features and benefits, key business practices, and subjects at the heart of the company’s mission
Perform other duties as assigned
Supervisory Responsibilities
The incumbent is responsible for the overall direction, coordination, and evaluation of Lactalis USA consumer call centers in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Qualifications From your STORY to ours
Qualified applicants will contribute the following:
Education
Bachelor's degree is required.
Majors in Business Management, Communication, Nutrition or related field is preferred.
Experience
5+ years as a consumer contact center manager in a CPQ company experience is required. Experience in a Food company is preferred
Certifications and specific knowledge
Knowledge of Excel, Power Point, Power BI are recommended
High proficiency in CRM and data management tools is required
Work Conditions
Travel is required occasionally.
Extended hours may be necessary depending on the project’s needs.
At Lactalis, we offer a comprehensive Total Rewards Program with a variety of affordable benefits and coverage options. We support insurance costs significantly, contribute generously to retirement plans, and offer Paid Time Off from day one. We are committed to your professional growth, providing training and development opportunities, including Education Reimbursement. Join us and grow your career.
Lactalis is an equal employment opportunity employer. We will not discriminate against applicants with regard to any legally-recognized basis including, but not limited to: veteran status, race, color, religion, sex, national origin, age, marital status, sexual orientation, and physical or mental disabilities. Further, any division of the Company that is an Affirmative Action Employer will comply with all related legal obligations.
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At Lactalis in the USA, we are committed to providing meaningful opportunities for our people to learn, grow, and thrive. From day one, we offer the tools and support to help you succeed.
As the world leader in dairy, Lactalis is a family-owned company with over 85,000 professionals across the globe. Each day, we’re proud to produce award-winning dairy products that bring people together.
In the US, we offer a portfolio of beloved brands including Galbani Italian cheeses and ricotta, President specialty cheeses and butters, Kraft natural and grated cheeses, Breakstone’s cottage cheese, Cracker Barrel, Black Diamond cheddar, and Parmalat milk. Our yogurt portfolio includes siggi’s, Stonyfield Organic, Brown Cow, Oui, Yoplait, Go-Gurt, :ratio, Green Mountain Creamery, Mountain High, and a growing family of ethnic favorites like Karoun, Gopi, and Arz.
At Lactalis, we live by our core values:
Ambition, Engagement, and Simplicity . We foster a workplace where innovation thrives, diverse perspectives are celebrated, and everyone’s unique background and ideas are valued.
Even if you don’t meet every qualification, we encourage you to apply. We want to hear about your
PASSION , your
STORY , and how your
EXPERTISE
can help us shape the future of dairy.
Lactalis USA, part of the Lactalis family of companies, is currently hiring a US Consumer Relations Manager based in Londonderry, New Hampshire.
As a Consumer Relations Manager, the role will carry out responsibilities related to consumer feedback, complaints, inquiries and product experience insights. Oversight of the Lactalis USA Consumer Relations Contact Centers operations providing excellent consumer service and care. The CR Manager plans, implements and maintains operational standards and systems, performance objectives, budgets, and staffing. He/She is responsible for resolving consumer issues while representing the interests of both the consumer and the Lactalis USA divisions. Capturing and providing quality and actionable consumer complaint data and feedback to drive continuous improvement.
The role includes implementation of Lactalis Group procedures. Additionally, the Consumer Relations Manager will collaborate with Industrial, Quality, Legal and Regulatory, Marketing and R&D to align duties with the company’s goals and values.
From your EXPERTISE to ours
Key responsibilities for this position include:
Call Center Operations
Review company policies and implement them effectively and efficiently
Develop and implement consumer service policies and procedures
Establish and oversee the achievement of consumer service levels/functional KPIs
Evaluate current CR tools, resources and system in place, prepare and implement a plan for improvement of the consumer call center service quality and efficiency
Liaise with company management to support and implement growth strategies
Lead consumer call center integration projects within the parent company network
Coordinate and manage consumer service projects and initiatives (e.g. satisfaction surveys)
Develop and manage budget and department expenses
Manage CR database and other CR tools (e.g. live chat and phone system). Work with external vendors and IS/IT to resolve system issues
Direct the daily operations of the consumer relations teams
Manage Cheese Division call center team in Chicago, including regular visits to the office to provide support
Plan, prioritize and delegate work tasks to ensure proper functioning of the department
Monitor industry best practices including AI and implement continuous improvement projects
Ensure product repositories are up to date and information is available for agents
Create training content to improve agent efficiency and soft skills
Consumer Contact Management
Oversee daily management of consumer inquiries, complaints, and feedback through phone, email, digital channels
Ensure timely, accurate, respectful, and brand aligned responses to all consumer contacts
Maintain Lactalis standards for response times and issue resolution
Monitor accuracy of the CR database and of consumer feedback reports
Partner with Legal and Regulatory Teams to handle complex and escalated consumer complaints for all Lactalis US divisions
Analyze and report product issues and consumer feedback trends for all the Lactalis US divisions
Oversee CR protocols for dealing with "consumer threats" and "product emergencies", working closely with all Lactalis US divisions Legal, Crisis Management, Quality Assurance, and Communications Leads
Oversee communications to consumers. Work closely with each Lactalis US division Quality Assurance, Marketing and Regulatory to prepare standard responses and product talking points, and update them on a regular basis
Attend and participate in business meetings, and contribute to work objectives
Support products, marketing programs and company initiatives. Understand and communicate product features and benefits, key business practices, and subjects at the heart of the company’s mission
Perform other duties as assigned
Supervisory Responsibilities
The incumbent is responsible for the overall direction, coordination, and evaluation of Lactalis USA consumer call centers in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Qualifications From your STORY to ours
Qualified applicants will contribute the following:
Education
Bachelor's degree is required.
Majors in Business Management, Communication, Nutrition or related field is preferred.
Experience
5+ years as a consumer contact center manager in a CPQ company experience is required. Experience in a Food company is preferred
Certifications and specific knowledge
Knowledge of Excel, Power Point, Power BI are recommended
High proficiency in CRM and data management tools is required
Work Conditions
Travel is required occasionally.
Extended hours may be necessary depending on the project’s needs.
At Lactalis, we offer a comprehensive Total Rewards Program with a variety of affordable benefits and coverage options. We support insurance costs significantly, contribute generously to retirement plans, and offer Paid Time Off from day one. We are committed to your professional growth, providing training and development opportunities, including Education Reimbursement. Join us and grow your career.
Lactalis is an equal employment opportunity employer. We will not discriminate against applicants with regard to any legally-recognized basis including, but not limited to: veteran status, race, color, religion, sex, national origin, age, marital status, sexual orientation, and physical or mental disabilities. Further, any division of the Company that is an Affirmative Action Employer will comply with all related legal obligations.
#J-18808-Ljbffr