Consumer Engagement Manager

PE-owned Consumer Goods Company


Consumer Products & Retail


New York, NY


Customer Success



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Position details

Client / Situation

  • Our client is a Bain Capital-backed consumer products and retail company with decades of experience developing luxury sleep products sold nationwide through major outlets (e.g. Amazon, Walmart, Overstock)
  • They engaged us to find a high-performing Consumer Engagement Manager to own the experience and set the vision for the future of this function, and to drive change, formalize processes, and bring a focused perspective across the organization

Objectives / Mandate

  • Understand the needs of consumers and set the vision for consumer engagement
  • Own complex project management across a variety of stakeholders, driving milestones, timelines, and projections
  • Work cross-functionally to with internal teams (product, sales, marketing, etc.) to ensure all -facing engagement is in line with the consumer experience strategy
  • Collect and organize feedback to share internally
  • Manage the day to day needs of Engagement, diving into the weeds and owning on the ground decisions and responses where needed
  • Track and budget required actions and results (returns, replacements, etc.)
  • Maintain healthy in-stock positions for eComm customers, including monitoring inventory for promotions, etc.

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