Help us create better consumer experiences

Can one consumer interaction shape how people feel about a brand? In consumer care at a CPG company, the answer is yes. Whether someone reaches out with a question, complaint, or issue with an order, every interaction is a chance to build trust and strengthen brand loyalty. We’re looking for someone passionate about exceptional experiences and excited to help shape the future of consumer care.

As part of our Consumer Experience Organization, you will lead consumer care delivery through our third-party partners while helping define how care comes to life across brand activations. You will play a key role in advancing consumer experience through AI, data-driven insights, and emerging engagement channels. If you bring five or more years of experience in consumer care, consumer experience, or marketing and enjoy turning challenges into solutions, we would love to hear from you!

What you will be doing:

• Leading the consumer care experience end to end, making sure every interaction adult tobacco consumers 21+ have with our third-party care provider is fast, accurate and worth repeating.

• Developing the care channel strategy for brand marketing activations, ensuring campaign plans translate into staffing, scripting, knowledge resources, and channel readiness. 

• Owning performance against important metrics and service levels: contact volume and forecasting, first contact resolution, handle time, quality scores and consumer satisfaction. Read the trends, then act on them.
• Building emerging capability with our partners: expanding AI care solutions, deepening consumer data integration between care and marketing journeys, and standing up new contact channels as consumer behavior shifts.
• Running quality and compliance with the same rigor as service, so consumer handling, age verification and record-keeping standards protect both the consumer and the brand.
• Turning care interactions into actionable insights by elevating critical issues, complaints, and consumer feedback to brand, product, and operations partners while they are still timely and relevant. Managing the relationship with service partners, including scope, budget, roadmap and continuous improvement plans.

What we want you to have:

• Bachelor's degree in marketing or a related field.
• 5+ years of experience with consumer care or consumer relations, contact center operations, marketing or project management.
• Hands-on experience running care services through an outsourced partner or BPO, including service level agreements, quality monitoring, forecasting and staffing plans.
• Working fluency with care and marketing technology, such as CRM and case management platforms, knowledge bases, chat and social care tools, order management systems and consumer data platforms.
• Strong analytics instincts. You are comfortable in dashboards and data, and you use them to build focused plans rather than to report history.
• Experience in agile ways of working, including test and learn plans, pilots and iterative rollouts.
• A genuine passion for consumers and curiosity about what drives their behavior.
• Clear written and verbal communication, and the credibility to influence without authority across marketing, legal, IT and external partners.
• Comfort with ambiguity, change and emerging technology, especially the practical use of AI in service environments.

Nice to have:

• Consumer packaged goods experience, or any regulated category where consumer communication carries compliance requirements.
• Experience launching or scaling AI-enabled care solutions, such as chatbots, agent assist tools, or automated case routing. Familiarity with ecommerce or direct-to-consumer fulfillment, promotional item logistics, or loyalty and rewards programs.

We are open to a remote work arrangement and ask for willingness to travel to Richmond, VA as needed.