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For more than 115 years, Ferrara has created sugar confections that enable moments of sweetness, celebration, and connection for candy lovers of all generations. Today, the company is the #1 sugar confectioner in the United States. Ferrara boasts a passionate team of nearly 9,000 employees creating and delivering hundreds of products sold under 20 popular brands like Brach’s®, NERDS®, SweeTARTS®, Laffy Taffy®, and Trolli® to more than 66 million U.S. households annually and popular Dori snacking products under brands such as Dori, Gomets, Pettiz, and Yogurte 100 in Brazil. Additionally, Jelly Belly, known world-wide for its confections, was acquired in November of 2023.

Consumer Affairs Lead

Job Location: Chicago

Want to make an impact?

Location: Corporate HQ, Downtown Chicago (Hybrid Role)

Travel Requirements: Up to 15% annually

The Consumer Affairs Lead will report to the Senior Manager of Global Consumer Affairs and play a critical role in researching, analyzing, and resolving consumer inquiries and issues. This position will bridge the gap between consumer feedback and business strategy by working closely with the R&D, QA, Sales, Marketing, and Operations teams. The role combines elements of consumer affairs coordination and quality data analysis to provide insights and solutions that drive business performance. Your ability to thrive in a fast-paced team environment, coupled with strong attention to detail, problem-solving skills, and excellent customer service abilities, will ensure your success in this essential position.

Ways you will make a difference

Lead Weekly Reporting: Gather, analyze, and report on consumer data and behavioral trends while supporting cross-functional teams with improvement strategies and tactics.
Complaint Investigation & Claims Process: Lead the investigation, response, and timely close-out of consumer complaints, ensuring prevention of recurrence.
International Consumer Affairs: Assist in managing international consumer affairs by coordinating with global teams and ensuring compliance with local regulations in various countries.
Cross-Department Liaison: Collaborate closely with other departments to resolve issues and address potential bottlenecks.
Training Development: Lead the development and maintenance of training materials for the complaint investigation & claims process, providing regular training to factory and co-manufacturing teams.
Consumer Affairs Artwork Approval: Oversee the accuracy of contact information on packaging and ensure artwork approval processes are followed.
Process Improvement: Propose process improvements and identify training gaps to enhance company operations and departmental goals.
Continuous Improvement for Consumer Experience: Identify consumer pain points and provide solutions for implementing improvements across all departments.
Policy Adherence: Lead by example, adhere to company policies, and maintain confidentiality of sensitive information.

Skills that will make you successful

Experience in a consumer products company.
Excellent interpersonal, written, and verbal communication skills.
Strong computer skills, including Microsoft Suite and report writing (Salesforce, Tableau, Sprinklr, SAP, etc.).
Strong time management and organizational abilities.
Self-starter with a strong drive for results and the ability to bring projects to completion.
Capable of thriving in an environment that requires adaptability, decisiveness, and practical interpersonal skills.
Ensures adherence to all company policies and procedures.
Understands and demonstrates the company’s core values.

Experiences that will support your success

Bachelor’s Degree (preferred) or equivalent professional experience.
Two to three years of experience analyzing consumer data and providing insights that drive business, including research methods and statistics.
Three to five years of experience in consumer escalations, preferably in customer service.
Technical writing experience in relevant areas, including queries, reports, and presentations.
Proven analytical experience, especially in data mining, evaluation, analysis, and visualization.

Ferrara’s success in industry-leading innovation has been driven by deep consumer insights, strong retailer co-creation and partnerships, and a dedication to diversity of thought, experience, and people. A privately held company, Ferrara has its global headquarters in Chicago and an operational network of more than 27 locations in North America, Brazil, and China that includes manufacturing, distribution, sales, and R&D facilities. Ferrara is a privately held Ferrero related company. Learn more at www.ferrara.com or www.linkedin.com/company/ferrara-.

EQUAL OPPORTUNITY

We are proud to be an equal opportunity employer. In order to provide equal employment and advancement opportunities to all qualified applicants and employees, employment decisions and opportunities at Ferrara will be based on merit, qualifications, and abilities, without regard to race, color, creed, religion, sex, sexual orientation, gender identity and expression, marital or civil union status, national origin, ancestry, citizenship, age, military or veteran status, disability, handicap, genetic information, pregnancy (childbirth or related medical condition), or on any other basis prohibited by law. This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination, and access to benefits and training.