Customer Experience Manager - GCIC

Customer Experience Manager - Global Customer Insights

Job Location: Hershey PA

Summary

We know our Insights Centers are our competitive advantage and we leverage them to have category growth driving conversations. The Global Customer Insights Center is the physical embodiment of the latest Shopper Insights and Category Growth Initiatives that allow Hershey to deepen customer relationships and explore strategies for growth through an unprecedented experience that is unmatched within our industry. This position will manage and direct all on site activity utilizing these industry leading assets from planning, facilitating, and executing a best-in class collaborative business development experience that is unmatched within our industry. 

We are a high-performing team that loves winning in a fast-paced environment, but never doing it alone.  We thrive on a collaborative spirit; we are fiercely competitive in business and highly supportive of each other. We are not afraid to think differently and embrace new ideas.

If you are fueled by results, intellectually curious, and enjoy playing a lead role in a dynamic fast passed environment – this is the team for you!

Responsibilities

Responsible for the project management and facilitation of all key customer events held physically utilizing the GCIC as outlined in the Hershey Insights Centers Meeting Playbook.  The candidate will work with cross functional internal teams to streamline processes, improve team efficiencies, manage logistics, and drive retailer solutions.  The candidate will evaluate and manage all agenda deliverables to ensure that Hershey is represented positively, and the meeting assets utilized reflect excellence. The ability to leverage internal and external business partners’ capabilities is required to identify resources and efficiencies to exceed the expectation of successful events.  The candidate will need to be able to effectively present all subject matter expert areas to external and internal customers as a replacement for any internal subject matter experts.  In addition, this person will be responsible for attending share groups as appropriate, to continually benchmark our capabilities versus other non-competing CPG’s.

Responsible for providing governance of the process utilizing the GCIC capabilities which include training, coaching and execution of customer meetings to customer team members, Directors and above.  This position will also be accountable for evaluating and managing requests for tours and interviews ensuring that The Hershey Company is always represented positively, and the meeting environments emit “Excellence”.  In addition, input into annual budget planning, budget management and ongoing evaluation of ROI is key to this position.  Ongoing oversight of the building infrastructure and updating of the GCIC assets to reflect the most up to date insights and category growth initiatives, for all classes of trade to insure 100% meeting preparedness is expected. 

Ability to develop relationships and work effectively with all levels within The Hershey Entities and to effectively host and interact with external Senior Executives (Customers, BOD’s, Investment Community etc.) is expected of this position.

Qualifications

• Proven ability to broadly impact organizations and drive sustainable growth
• Retail solutions experience within the CPG Industry
• Ability to operate in an ambiguous environment
• Strong problem solving and project management skills, proven ability to work on multiple assignments at once
• Possess strong mechanical and electronic knowledge with an ability to problem solve quickly under pressure
• Ability to lift 50lbs

Requirements

• Previous Category Management, Marketing, or Account Management Experience
• Proven planning and project management abilities
• Effective communication skills in all settings including written, verbal and presentation based

Education

• Bachelor's Degree Required

The Hershey Company is an Equal Opportunity Employer. The policy of The Hershey Company is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's race, color, gender, age, national origin, religion, citizenship status, marital status, sexual orientation, gender identity, transgender status, physical or mental disability, protected veteran status, genetic information, pregnancy, or any other categories protected by applicable federal, state or local laws.
 
The Hershey Company is an Equal Opportunity Employer - Minority/Female/Disabled/Protected Veterans.  

You may request a reasonable accommodation if you are unable or limited in your ability to use or access our online application process as a result of a disability.
You can request an accommodation via phone or email.  

To request an accommodation via phone, please call +1 877-804-1794 and leave a voicemail with your contact information.  You may also email a request for accommodation to ApplicationHelp@hersheys.com. Please be sure to include “Accommodation Needed” in the subject line. This will ensure that your email is routed to the appropriate contact who will handle your request.