Mission

Reporting to the senior market quality performance manager for Canada and dotted-line reporting to director consumer connections U.S., you are the lead for Canada’s consumer relations program.   You play an important role in driving consumer preference and a culture of quality as competitive advantages for Danone Canada (DCA).

Your main responsibility consists of managing Canada consumer service operations, working closely with US counterparts, training-the-trainer on new and changed products/campaigns, presenting consumer feedback insights to stakeholders, and creating messaging to address consumer contacts and drive consumer satisfaction.

You will interact with and influence all levels of the organization in marketing, quality & food safety (Q&FS), research & innovation, and strategy & insight, to develop consumer solutions and unique consumer experiences that address consumer needs and communicate the benefits of our products and innovations.

More specifically

Consumer Service Operations

• You will lead the day-to-day consumer affairs operations and foster partner relationships for Canada brands-collaborating with US consumer connections team to develop operational standards for business goals.
• You will ensure the program resolves consumer contacts and enhance satisfaction and loyalty.
• You will manage consumer satisfaction measurement and identify improvement in satisfaction including vendor assessment, questionnaires, and analyses to initiate continuous improvements and increase satisfaction scores. 
• You will ensure the consumer center manages escalated cases with empathy and according to standard operating procedures and will resolve some consumer liability claims and tender claims to the third-party administrator.
• You will assist with crisis plan implementation and incident working groups on emerging issues, working closely with the leadership team, Q&FS, Communications, and Legal teams.
• You will stay current on industry trends, best practices in consumer experience, and develop industry partnerships to help inform strategic roadmaps.

Market activations within the consumer center

• You will inform outsource team of innovations, renovations and campaigns ensuring the trainer is positioned to train the front-line teams to resolve consumer contacts with high satisfaction and track consumer feedback.
• You will collaborate with marketing to activate the brand voice within consumer touchpoints.
• You will create and align on consumer messaging with marketing, communications, quality & food safety, and legal to address consumer inquiries and complaints.

Drive consumer understanding internally

• You will analyze consumer inquiries, praises, complaints and issue reports to ensure consumer point of view is understood to drive innovation and improve our products and services.
• You will present consumer feedback trends and insight monthly to stakeholders (Quality & Food Safety, Marketing, Factory, Research & Innovation, etc.) to drive consumer centric thinking and share what consumers love, are curious about, and dislike.
• You will collaborate with cross-functional teams to improve products and services based on consumer feedback.

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The ideal candidate will have the following qualifications and competencies:

• Bachelor’s degree: Marketing or Communications, or equivalent.
• Minimum of seven (07) years’ work experience in consumer service management role or quality; preferably in CPG industry.
• Bilingualism is required (French and English).
• Strong reporting skills, ability to synthesize data to key insights and communicate consumer stories.
• Strong understanding of consumer service best practices. 
• Excellent communicator both written and verbal with audiences across multiple levels.
• Creative thinker with continuous improvement mindset and strong transversal leadership
• Strong collaboration skills, stakeholder focus, and develop partnerships.

Are you ready to join our incredible team?

• You will work for a certified B Corp company that has been named one of Canada's top 100 Employers for five consecutive years. In other words, you will be immersed in a culture that is rich and engaging, inclusive and human-centric, efficient and eco-responsible.

• You will benefit from our benefits package including collective insurance with a core health plan 100% paid and no waiting period. We also provide flexible credits for a wellness account, a health spending account or an RRSP. Additionally, we offer a competitive group retirement savings plan in which Danone will match your contributions. Our exceptional parental leave policy supports both primary and secondary caregivers. Our employee assistance program and telemedicine service are also available to ensure your well-being.

• You will enjoy our flexible and hybrid guidelines that let you design a work model and schedule that best suits your needs. Our innovative and flexible vacation policy allows you to take as much paid time off as you need. We also offer, among other things, a summer schedule and no-meeting Friday afternoons. Our onsite workplace features include new, dynamic and collaborative working spaces where it is good to work as a team.

• You will have access to various training initiatives, both in-house and online because we value and prioritize your growth and development. We also offer mentoring, leadership development programs and tuition reimbursement to support your career advancement.

• You will have the opportunity to make a difference in the community as we are a founding partner of the Breakfast Club of Canada. For 25 years, we have worked with the organization to provide children with  regular access to a nutritious breakfast in a comfortable environment, helping them reach their full potential.

What are you waiting for? Join our team and enjoy these exceptional benefits!

Danone Canada is a business unit of Danone and operates from headquarter offices in Boucherville, Quebec, and Toronto, Ontario. Danone Canada is the country’s largest consumer-facing B Corporation, demonstrating that the company meets the highest standards of social and environmental performance, accountability, and transparency. From year to year, Danone is recognized as one of Canada’s Top 100 Employers for its forward-thinking work environment and was awarded the Parity Certification Women in Governance for our commitment towards gender equality in the workplace. We have 500+ employees across Canada that are engaged and energized to deliver Danone’s mission: Bringing health through to food to as many people as possible, by working on strong brands such as Activia, Oikos, Danone, Silk, International Delight and many others. Come join our movement for a healthier world: One Planet. One Health BY YOU.

Danone Canada doesn’t just welcome what makes you unique, we value it. We’re proud to provide equal opportunities to all employees and applicants for employment without regard to cultural background, religion, disability, sex, sexual orientation, gender identity and expression or age. Faithful to our values of openness and humanism, all our employees share the commitment to engage one another with dignity and respect.

Danone Inc. is committed to complying with its obligations under the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code.  Danone Inc. will make reasonable efforts to provide accommodation throughout its recruitment process, to the point of undue hardship, and will work with applicants requesting accommodation at any stage of this process.  Questions concerning the availability of accommodation in the recruitment process may be forwarded to INFORMATION@danone.com.

Please note that this posting has been written in the masculine form solely to shorten the text. We promote diversity and encourage all people with the skills mentioned in this posting to apply for this position.