Specialist, Consumer Affairs
Work Location: Chicago
Due to the highly interactive and team-based nature of this role, in-person attendance for most of the workweek (i.e., 3 days or more) is essential for: effective communication including during in-person meetings, strong supervision, real-time problem-solving, and participation in cross-functional initiatives.
Want to make an impact?
We are seeking a dynamic and strategic professional to serve as the primary liaison between Ferrara’s internal departments and our call centers. This role is critical in managing daily communications, driving operational excellence, and ensuring a seamless consumer experience across all touchpoints. In this role, you’ll play a pivotal part in shaping how consumers experience our brand—responding to their questions, resolving challenges, and celebrating their praise for our products.
This role is based out of our corporate HQ located in downtown Chicago. It will be a hybrid role with minimal travel (up to 5-10%) annually.
Ways you will make a difference
Cross-Functional Communication & Escalation Management:
Act as the central point of contact for daily interactions between Ferrara departments and the North America Call Center. Lead the investigation and resolution of escalated issues, ensuring strict adherence to standard operating procedures while proactively developing new protocols as needed.
Performance Optimization & Training Development:
Spearhead strategic initiatives to enhance call center performance metrics and elevate the overall consumer experience. Design and implement comprehensive training materials to support continuous improvement and knowledge sharing.
Consumer Advocacy & Data Analysis:
Collaborate with cross-functional teams—including Sales, Manufacturing, Marketing, Innovation, and Intech—by analyzing consumer data and representing the voice of the consumer in key meetings and decision-making processes.
Expansion Support:
As Ferrara expands into news markets, serve as a key partner to the Senior Manager in managing escalation processes. Execute consumer interaction strategies across diverse regions, develop and standardize operating procedures, and ensure alignment with regional teams to maintain consistency and quality.
Lead Consumer Affairs Artwork Approval:
Oversee the artwork approval process for Consumer Affairs, ensuring all packaging displays accurate and up-to-date contact information. Maintain a strong focus on precision and timeliness to support regulatory compliance and enhance consumer trust.
Skills that will make you successful
- Self-starter with a proactive and solution-oriented mindset
- Highly organized, with strong attention to detail
- Strong leadership skills, with experience guiding teams and initiatives
- Effective time management, with consistent adherence to deadlines
- Project Management, empower, pushback and collaborate with stakeholders
- Excel proficiency, including pivot tables and data analysis
- Technical aptitude, with the ability to quickly learn and apply new tools and systems
- Comfortability with ticketing platforms is a bonus (Salesforce, Zendesk, etc.)
Experiences that will support your success
Bachelor's degree in business administration, communications, or a related field required.
One to two years of experience in account management, daily operation management, consumer service management
Demonstrated experience building SOPs for various stakeholders and managing escalations in a fast-paced environment.
What We Offer
At Ferrara, we're proud to support our employees with comprehensive benefits that enhance health, financial wellness, and include paid time off (PTO). Eligible employees may also receive an annual bonus based on company performance. Learn more about our benefits at https://flimp.live/Ferrara-Candy-2025-OE-QR
Compensation
$68,625 to $96,075 Annually
Nearest Major Market: Chicago