Manager, Consumer Affairs

Our Consumer Affairs team cultivates brand loyalty and consumer engagement by reaching out to new and existing customers. We utilize Red Bull's evolving brand, product, and media portfolio while incorporating strategies from the World of Red Bull (Brand, Sports, Culture, Sales, and Red Bull Media House).

We handle consumer affairs strategically-aligning with our brand and product communication principles and following established Consumer Response Handling (CRH) processes. Our approach incorporates both quantitative and qualitative data to understand and interact with key consumer segments. This allows us to deliver excellent responses to daily inquiries received through our website and engage with consumers in meaningful ways through targeted initiatives, all in alignment with our Product Communications and Brand Marketing strategies.

The Consumer Affairs Manager will oversee the national CRH program for Red Bull North America, supported by the Consumer & Product Communications Specialist. This person will drive operations, work cross-functionally to optimize and improve results and methods, and manage strategic consumer affairs initiatives from start to finish.

RESPONSIBILITIES

Areas that play to your strengths

All the responsibilities we'll trust you with:

• CONSUMER AFFAIRS
  
  Develop and implement a consumer-focused communication strategy that aligns with the brand's tone of voice and product messaging approach.
  
  Strategically prioritize consumer correspondences across all channels, adjusting priorities as necessary to align with department and organizational goals. Appropriately escalate sensitive topics.
  
  Provide timely and informative responses to consumer inquiries in the Red Bull brand voice, ensuring the brand and product are brought to life while addressing the consumer's needs across diverse subjects including Product, Sales, Brand, Culture, Legal, Event Support, and others.
  
  Create reactive and proactive consumer messaging in collaboration with internal teams to ensure consistency, accuracy, and strategic coherence across all consumer inquiry topics.
  
  Enhance efficiency and maintain quality amid increasing volumes of consumer inquiries month-over-month (MoM) and year-over-year (YoY), conducting regular spot checks to ensure high-quality outputs.
  
  Oversee and manage inbound physical mail from consumers with the assistance of the Consumer & Product Communications Specialist.
• PROJECT MANAGEMENT & CROSS FUNCTIONAL WORKFLOW
  
  Manage projects from start to finish, including planning, executing, and reporting on initiatives aimed at optimizing consumer engagement and aligning with department and Brand Marketing objectives.
  
  Implement the Brand Marketing calendar by coordinating with brand teams to execute consumer-facing communications that utilize occasions, product messaging, and campaigns/activations.
  
  Develop and maintain positive relationships and effective collaboration across cross-functional teams, including working with the Legal team on Consumer Affairs data privacy processes.
  
  Establish and manage an efficient process for obtaining qualified sales leads, and distribute them to On Premise Sales.
  
  Distribute all press inquiries to the media network and regional teams.
  
  Regularly record and adapt practices based on key learnings to continuously evolve consumer affairs best practices and optimize cross-functional workflows.
• CRH TOOL UTILIZATION & OPTIMIZATION
  
  Collaborate with internal and global counterparts to continuously optimize CRH tools, including Zendesk, to ensure the U.S. CRH process is equipped with appropriate resources and services.
  
  Offer input to enhance touchpoints for consumers contacting Red Bull, and improve the Zendesk Explore dashboard to generate relevant insights.
• TRACKING & REPORTING
  
  Set, track, and compile visually compelling, data-driven reports on key performance indicators reflecting engagement and impact across all platforms (redbull.com, Zendesk, consumer incentives).
  
  Review weekly and monthly consumer engagement reports, key learnings, and recommendations with the Specialist.
  
  Escalate trending inquiry topics and take appropriate action as needed.
• PLANNING & ADMINISTRATIVE
  
  Develop and maintain a strategic 12-month business plan, including project budgets and billing processes.
  
  Lead the creative process for consumer assets by overseeing planning, design, and vendor management for development and fulfillment.
  
  Manage Consumer Affairs support and resource needs, identify potential outages, prioritize concerns, and develop mitigation plans.
  
  Lead the implementation of Consumer Affairs and project management tools such as Zendesk, Airtable, Monday.com, SAP, and Lead Tracker.
  
  Produce regular and ad hoc reports to showcase the team's results and impact.

EXPERIENCE

Your areas of knowledge and expertise

that matter most for this role:

• 3-5 years working experience with 2 years in a managerial and/or team lead role with proven results; previous experience with marketing programs and campaigns
• Excellent interpersonal, written and verbal communication skills with attention to detail and ability to apply strategic guidance in communication to diverse audiences including internal and consumer-facing
• Astute and adaptable to broad consumer base and evolving landscape
• Self-starter, creative thinker and problem solver with the ability to efficiently manage multiple projects, timelines and deliverables
• Process-driven and results-oriented with ability to build brand-aligned and visually compelling data-driven reports
• Desired skills: Microsoft Office applications, Zendesk, and Airtable

• Travel 0-10%
• Permanent
• Benefits eligible

WHERE YOU'LL BE BASED

Santa MonicaCalifornia, United States

United StatesRed Bull North America

JOIN THE TEAM