Voice of the Consumer Manager

Remote job

Full Time Senior level / Expert
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Posted 1 month ago

Location: Remote 

Duration: 5-6 months

Start Date: Mid-January 2021

Our client is a global consumer products company operating within a regulated environment looking to enhance their consumer experience. As part of the CX leadership team, you are the owner of the consumer feedback and experience review loop. You connect the insights of the entire consumer journey and are the guardian of data-driven decision making, together with the consumer journey heads.


Key Responsibilities

  • End to end ownership and continuous improvement of specific phases of the consumer journey
  • Identifying consumer pain points and delights, leveraging consumer insights and analytics
  • Ideating and experimenting with new initiatives and programs and continuously improve current ones
  • Coordinating the NPS (Net Promotor Score) loops across the teams and towards the European and Global organization

Key Accountabilities

1. Be the voice of the consumer and a single point of contact for consumer insights & feedback​:

  • Consolidate & process omnichannel consumer insights from local key stakeholders (Business Planning, Business Intelligence, Channel heads, Consumer Journey Heads, Commercial Planning) and other market learnings ​
  • Setup & coordination of omnichannel audits (based on tools supplied by Global HQ or with own local agency)​
  • Responsible for connecting the dots between different sources of consumer insights ​
  • Create CX analysis with updates on insights on consumer pain points/needs and identify insight gaps along the consumer journey
  • Accountable for omnichannel consumer dashboard (close collaboration with Business Intelligence (PowerBI))​

2. Owner of the full Consumer Journey overview​:

  • Pain points & sizing of those across different stages​
  • Identify crucial / priority pain points & share in CX leadership team, where together with the CJ Heads you discuss way forward


Essential qualifications/skills/competencies:

  • Consumer-Focused mindset​
  • Demonstrate curiosity and connecting the dots for the benefit of our consumers​
  • Strong collaboration skills (internal & external stakeholders)​
  • Stands out in managerial courage Excels at influencing others and leaving a mark
  • A growth mindset, enabling you to be resilient and able to adapt to a changing work environment
  • Solid understanding of Data Analytics​, and deriving insights from data

About Riverflex

Riverflex is an open network consultancy enabled by a core tech platform based on a platform of top independent consultants. We create high performing teams tailored to our client’s needs – providing the benefits of flexibility and deep expertise combined with the safety and trust of a large consulting firm. In the past 2 years, we have experienced massive growth, racking up 15 world-class clients and over 600 independent consultants in its network.



Job tags: Consumer products Data-driven Point of contact
Job region(s): Worldwide/Anywhere