Consumer Relations & Communications Specialist

Job Summary:

Oil-Dri Corporation of America, makers of Cat’s Pride and Jonny Cat, is looking for a Consumer Relations & Communications Specialist to support our growing and innovative Consumer Products division. As a Consumer Relations & Communications Specialist, you will be at the forefront of providing exceptional customer service, content creation and results-oriented methods to grow our cat litter brands.

To ensure success as a Consumer Relations & Communications Specialist, you should have a customer first mindset, demonstrate a keen eye for detail, be proficient in creative writing and communications content development. A skilled content specialist should be an expert storyteller and possess excellent knowledge of consumer and content trends.

Through daily interaction with consumers, the Consumer Relations & Communications Specialist builds and maintains relationships to support a positive consumer and brand experience. They will conduct monitoring, supervision, and/or interventions of the consumer through management of consumer mailings, calls, emails, and websites. The Specialist will need to demonstrate flexibility and adaptability in meeting the needs of the consumers and consistently model the company’s philosophy of customer service and compliance.

Responsibilities:

• Maintain editorial governance so content is consistent with brand voice, style, and tone.
• Record and address all consumer feedback in CRM system.
• Provide input and suggestions regarding areas in which products, procedures, workflows, content, and/or controls can be improved Provide input and suggestions regarding areas in which products, procedures, workflows, content, and/or controls can be improved.
• Vet out and implement new CRM system to provide greater automation in tracking, monitoring, and analyzing consumer feedback.
• Manage systems and partnerships with vendors for website ratings/reviews and email management system.
• Partner with Marketing team to create, implement and enhance best-in-class email marketing tactics that align with brand strategy and objectives.
• Coordinates with internal teams to access additional resources and facilitate the solutions and tools needed by customers. Delivers customer feedback as a voice of the customer to internal teams identifying customer needs, ideas, and challenges.
• Provide monthly analysis and reporting on consumer feedback, trends, and online ratings/reviews in an actionable format.
• Provide monthly email reports outlining trends and areas of optimization in actionable form.
• Manages email lists, researches target segments, and defines the appropriate audiences for various communications. Utilizes various metrics to make data-driven recommendations and drive continuous improvement to email marketing strategy.
• Implements strategies and processes that deliver consistent customer satisfaction and retention. Utilizes extensive product knowledge, problem-solving skills, and training to enhance customer engagements and achieve successful outcomes.
• Advocates for solutions, product enhancements, and other actions to meet the needs of customers.
• Acts as the customer's trusted advisor providing a voice, support, guidance, and knowledge resources that will facilitate the achievement of their business objectives using the organization's products and services throughout all phases of the customer lifecycle.
• Manage all Litter for Good shelter donation program communications with shelters and consumers. Manage quarterly Litter for Good donations and coordinate with customer service, logistics and plant to deliver donations to shelters.
• Review competitive and best-in-class content to identify industry trends and bring forward new opportunities that increase conversion and Cat’s Pride Club growth.

Qualifications:

(Include experience, education, special skills, physical requirements, and travel requirements in this section.)

• 2-4 years of relevant work experience in consumer relations and/or communications content development/production
• Strong project management skills and attention to detail
• Proven team player with a creative mindset
• Knowledge of CRM system(s) for tracking, monitoring, and analyzing consumer feedback is a plus.
• BA/BS in marketing, communications or related field, or equivalent work experience
• Excellent written and verbal communication skills
• Excellent computer skills with MS Office
• The ability to keep abreast of content and consumer trends and advancements in technology.