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Voice of Customer Program Manager

4 months ago

Manukau, Auckland, New Zealand Fonterra Full time

General Information:

  • Date Published 16Nov2023
  • Advertising Ends 30Nov2023
  • Country
  • New Zealand
  • Location
  • Auckland
  • Role Type
  • Marketing & Comms
  • Work Type
  • Permanent
  • ID# 6802
    Position Description:

About us
At Fonterra, we are a proud New Zealand Co-operative built by generations of farming whānau.

We believe nutritious food is essential to sustain people today, and for future generations to thrive, which is why we challenge ourselves to find new ways to bring our dairy goodness to people around the world.


About the opportunity


Reporting to the GM Global Consumer & Customer Insights, you will play a pivotal leadership role to help the team fulfil our Global Market's purpose of placing our customers and consumers at the centre of everything we do.


As the newly appointed Voice of Customer and Consumer (VOCC) Manager, you will be responsible for delivering a clear Voice of Customer vision, strategic roadmap and seamless execution of the Voice of Customer Program for our Ingredients, Foodservice and Retail channels globally.


You will also enable a culture of continuous consumer and customer empathy that ensures we relentlessly understand and amplify our customer and end consumer needs, beliefs, pain points, triggers and barriers.

Furthermore, building a connected, collaborative VOCC community alongside insights teams and key business stakeholders across Global Markets and Innovation & Brand SBUs.


About You


You will be a passionate advocate for consumer and customer centricity, with an insatiable natural curiosity for not only how businesses and brands are experienced but 'why'.

Your leadership will be seen in your ability to both build a compelling and inspired vision for putting the customer first as well as your ability to shape and influence stakeholders around taking personal ownership for relentlessly driving the right customer experience outcomes.

Some of the skills and experience that may support success in this role are as follows:

  • The ability to successfully lead and manage a team both locally and remotely
  • Extensive experience delivering customer and consumer insight programmes, alongside hands on experience leading and managing Voice of the Customer Satisfaction/NPS programs
  • Demonstrated ability using Qualtrics, InMoment, or similar enterprise level VOC research platforms
  • Experience in analysing and interpreting a blend of qualitative and quantitative data sources, constructing compelling narratives and providing actionable recommendations on complex topics with senior stakeholders
  • Deep knowledge across a variety of quantitative and qualitative research methodologies, spanning design, build, synthesis and presentation stages
  • A tertiary qualification in Business, Marketing, Research or Human sciences focus

Our Story
Whanaungatanga, our Co-operative spirit gives us all a common strength and purpose.

Manaakitanga is how we care for all our people who are at the heart of what we do, we want our farmers, employees, customers and communities to thrive.

Kaitiakitanga, ensures we take care of the land. We are committed to farming in a way that regenerates our farms and environment for future generations.
Whakaohooho constantly inspires ourselves and each other with great career development opportunities and benefits. We enable flexibility and balance to suit everyone's lifestyles and choices.

Our Co-operative is a place where everyone can be themselves, feel empowered to do their best.
Sound good to you? Come join our whānau. You, me, Us Together Tᾱtou tᾱtou.

If this sounds like you and you're looking to further your career with Fonterra, we look forward to hearing from you.

Applications will close at midnight Thursday 30th November 2023.