Manager - Consumer Engagement - GP Express

Your Job

Consumer Engagement Manager leads a team to deliver exceptional customer support and drive continuous improvement in product and service quality. This role builds trust-based partnerships with B2C Brand, B2B Category, and Quality Leadership, leveraging Voice of the Customer (VOC) insights to ensure open communication and alignment with business goals. This role fosters a culture of collaboration, accountability, and operational excellence, proactively adapting team roles and processes to meet changing business needs.

What You Will Do

• Lead, mentor, and develop the Consumer Engagement team to deliver outstanding service, oversee daily operations, and resolve escalated customer issues.
• Capture and analyze customer feedback (VOC), collaborating with internal partners to drive continuous improvement in consumer experience, technology adoption, and process optimization.
• Foster a culture of accountability, collaboration, and value creation by modeling company values and championing change management and transformation.
• Collaborate with Quality, Category, Brands, and technical teams focusing on both Consumer and Professional product lines, driving alignment on business objectives, and ensuring all processes meet company standards.
• Prepare and present quarterly data-driven business reviews leveraging VOC insights to enable Brand & PRO Category success.
• Champion change management and transformation at both the individual and team level, supporting employee growth and maximizing comparative advantage.

Who You Are (Basic Qualifications)

• Bachelor's degree or 4 years of experience in B2B/B2C environments
• Experience with leadership and customer focus
• Business analysis experience
• Experience with cross functional collaboration
• Experience with CRM business tools
• Able to travel overnight 25%

What Will Put You Ahead

• Experience mentoring coaching, and developing employees
• Experience in both B2B and B2C roles, especially in consumer/customer-focused positions
• Change management experience
• Experience strategic business reviews
• Experience delivering/developing presentations

At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.

Hiring Philosophy

All Koch companies value diversity of thought, perspectives, aptitudes, experiences, and backgrounds. We are Military Ready and Second Chance employers. Learn more about our hiring philosophy here.

Who We Are

At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.

Our Benefits

Our goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength - focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes - medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region. If you have questions on what benefits apply to you, please speak to your recruiter.

Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.

Equal Opportunities

Equal Opportunity Employer, including disability and protected veteran status. Except where prohibited by state law, some offers of employment are conditioned upon successfully passing a drug test. This employer uses E-Verify. Please click here for additional information. (For Illinois E-Verify information click here, aqui, or tu).

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