Manager, Global Consumer Relations

Location: Hershey, PA

Department: Consumer Relations

Summary of Role:

This role is the owner of Global Consumer Relations in operations, strategies, insights and value creation of the team.  Leads stakeholder management and communications for internal (QRC, legal, Marketing, Supply Chain, Corp comms and security) and external stakeholders (including vendors and peer companies).  Handles overall budget and drive operational efficiencies that may lead to dollar savings.  This role also leads CR information oversight on operations and CR trends to connect and relate CR ops to key stakeholders and development of the team. 

Role Responsibilities:

• Ensures day-to-day operations are done and performed per design (by internal teams and outsourced operators).  Gets to drive excellent performance based on internal service level agreements and metrics target as well as identify gaps and opportunities and create solutions and identify CI and automation opportunities.  Ensure continuous benchmarking of Hershey Global CR team with CPG and FMCG peer groups.
• Champion insights into day-to-day operations across all channels of consumer contacts.  Insights that lead to seeing strength and opportunities in operations.  And understand insights in operations and trends that are impactful to key stakeholders. 
• Stakeholder Management – should be able to align and integrate CR operations to the needs PR, Legal, Supply Chain (QRC, Plant Ops, etc.), Commercial (Sales and Marketing), Corp Comm and others. 
• Consumer Relations Data – As the owner of CR data and CR Data Systems, must be able to operate and create measure that could help understand data quality and connection of CR data systems with other functions and systems (e.g. Master data, production, S/4, Quality reports, and others).
• People management in terms of actual leading/influencing of teams, continuously raising bar of expectations, standards and capabilities as well as keeping team, partners and stakeholders engaged. 

Desired knowledge, skills, and abilities:

• Seasoned operations and people leadership
• Project management; CI; Automation and AI
• Ability to deep dive into operations and step back to understanding the impact of operations to other cross functional teams and stakeholders

Minimum Education and Experience Requirements: 

• Education –
  • Bachelor’s degree in Business, Communications, IT, or other related field
• Experience –
  • At least 5 years of leadership experience in Consumer Relations, preferably for CPG (consumer packaged goods) or FMCG (fast-moving consumer goods) companies.

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