Nestlé Nutrition is a world leader in nutrition, health and wellness. Gerber Products Company joined the Nestlé Nutrition family in 2007 and together they have become a worldwide leader in early childhood nutrition. Gerber produces more than 400 food products that are designed to encourage the early establishment of healthy eating habits in children from birth to preschool. Nestlé Nutrition and Gerber are committed to providing healthy products and brands.
Find fulfillment personally and professionally by being part of a team that continues to enrich and establish healthy habits for children and consumers around the world. You will find limitless opportunities to learn and advance your career along with competitive benefits. Giving back continues to be a part of our tradition. As the world’s leading nutrition, health and wellness company, our focus is not only about nourishing our customers, it’s about enriching you!
Position summary: The Director of Consumer Engagement for Gerber Infant Nutrition business and other Nestle brands will deliver a scalable, outstanding support experience to our consumers that cements Gerber & Nestle brands as the leader in Infant Nutrition knowledge. You’ll lead the charge to build, test, deploy, and track consumer engagement strategies to drive up recruitment, retention and engagement through our support team and ensure our consumer satisfaction, productivity and sales goals are met. You will be responsible to enhance current services through new consumer engagement trends while finding ways to use the Parents Resource Center as a new revenue source bringing other business/brands into the Parents Resource Center (PRC) scope. You will also develop the long-term vision of the PRC and how to best elevate our service model to deliver on the needs of the changing consumer environment, support a broad portfolio and convert each engagement to revenue. Includes leading technology team, frontline operations and training teams, dieticians and identifying when and how to use external consultants for specific needs.
Primary responsibilities: • Develop the long-term vision and strategy for the Consumer Engagement organization to elevate our service model and ensure it is fit for the future/evolving consumer landscape. • Lead an office-based or remote staff of 40+ customer engagement advocates within our Parents Resource Center (PRC) • Design and deploy people management strategy that drives consumer engagement, recruitment, retention and satisfaction in every consumer support conversation • Grow, mentor and develop the team to support new customer engagement channels, new products and drive growth • Define and implement customer engagement experiments to identify optimal ways that the team can increase customer recruitment, retention, engagement and conversion • Partner with Marketing, Integrated Consumer Communications, Retail & Medical Sales to provide consumer insights to guide in product development/communication strategies for the Infant Nutrition business, Health Science business and other partners • Effectively lead the budget to ensure delivering on-time and on-target. • Ensure key projects are properly scoped and can be delivered successfully • Ensure on time go-lives and drive engagements to full completion, assess risks, anticipate bottlenecks, provide critical issue management, balance trade-offs and encourage risk taking to maximize business value Communicate
Requirements and minimum education level: • 10 years experience in Direct to Consumer Service/Sales organization with a digital environment • 5-7 years of successful leadership experience – Leading both people and customer-facing programs, driving process improvements and offering unique solutions to ensure an excellent customer experience • Experience leading teams in a remote settings • Bachelor degree in Business, Marketing/Sales, Consumer/Customer Engagement or related field • Master’s degree a plus
Preferred Experience: • Data-driven leader with strong operational experience in organizational leadership, program management, and process improvement • Previous sales experience • Bi-lingual preferred (English and Spanish) • Advanced communication skills – written and verbal • Advanced Social Media understanding
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