Specialist, Marketing Excellence, Consumer Relations

📌 Core Information

🔹 Job Title: Specialist, Marketing Excellence, Consumer Relations

🔹 Company: Mondelēz International

🔹 Location: Mechelen, Flanders, Belgium & Breda, Noord-Brabant, Netherlands

🔹 Job Type: Full-Time

🔹 Category: Marketing

🔹 Date Posted: May 22, 2025

🔹 Experience Level: 5-10 years

🔹 Remote Status: On-site

🚀 Job Overview

Key aspects of this role include:

• Managing consumer contacts to achieve satisfaction and loyalty
• Transforming voluntary consumer contacts into insights and actions
• Overseeing consumer relations operations and leading reporting
• Collaborating with various stakeholders to ensure brand protection and excellence

ASSUMPTION: This role requires a high level of communication, analytical, and project management skills to effectively manage consumer contacts and drive consumer satisfaction.

📋 Key Responsibilities

✅ Manage consumer contacts to achieve consumer satisfaction and retain consumer loyalty

✅ Help turn voluntary consumer contacts into insights and actions

✅ Oversee consumer relations operations and lead reporting

✅ Collaborate with key stakeholders (e.g., Quality, Marketing, CGA, Legal, Regulatory) and external providers (e.g., call center, agencies, tech partners) to maximize consumer satisfaction, build brand loyalty, and ensure brand protection

✅ Support the digital transformation of Consumer Care by integrating new technology and AI to ensure efficiencies

ASSUMPTION: This role involves managing a high volume of consumer contacts and requires strong communication, analytical, and project management skills to effectively handle and resolve consumer issues.

🎯 Required Qualifications

Education: University Degree

Experience: At least 5-8 years in customer/consumer service or similar area, with at least 3-5 years in an international environment

Required Skills:

• Contact center management, analysis, customer service, front-end, and operational systems with foundational functional expertise
• Social media operations
• Recall management
• Project management
• Thinking strategically, managing projects independently, and being consumer focused
• Developing people and interpersonal/team building/motivational skills
• Analytical and quantitative skills
• Communicating effectively, verbally and in writing

Preferred Skills:

• Experience with CRM systems
• Fluency in multiple languages

ASSUMPTION: Strong communication, analytical, and project management skills are essential for this role, as well as experience in customer/consumer service and an international environment.

💰 Compensation & Benefits

Salary Range: €50,000 - €70,000 per year (Estimated based on industry standards for this role and experience level)

Benefits:

• Competitive benefits package
• Opportunities for professional growth and development
• Dynamic and inclusive work environment

Working Hours: Full-time, 40 hours per week

ASSUMPTION: The salary range is estimated based on industry standards for this role and experience level. Actual salary may vary based on individual qualifications and company policy.

📌 Applicant Insights

🔍 Company Context

Industry: Mondelēz International is a multinational confectionery, food, and beverage company operating in the fast-moving consumer goods (FMCG) industry

Company Size: Mondelēz International has over 10,000 employees worldwide, providing a large and diverse work environment

Founded: 2012 (as a spin-off from Kraft Foods)

Company Description:

• Mondelēz International is the world's leading maker of chocolate, biscuits, and gum, with a portfolio of iconic global and local brands
• The company is committed to empowering people to snack right by offering the right snack, for the right moment, made the right way
• Mondelēz International is headquartered in the Greater Chicago Area, IL, USA, with operations in approximately 80 countries and territories

Company Specialties:

• Production of confectionery, food, and beverage products
• Global and local brand management
• Consumer-centric marketing and innovation
• Operational excellence and supply chain management

Company Website: Mondelez International

ASSUMPTION: Mondelēz International is a large, multinational company with a diverse portfolio of iconic brands, offering opportunities for career growth and development within the FMCG industry.

📊 Role Analysis

Career Level: This role is at the specialist level, requiring a balance of functional expertise and strategic thinking

Reporting Structure: The Specialist, Marketing Excellence, Consumer Relations reports directly to the Consumer Care Manager

Work Arrangement: This role is on-site, with the possibility of occasional remote work

Growth Opportunities:

• Progression to a managerial or senior specialist role within the Consumer Care or Marketing Excellence functions
• Expansion of responsibilities to cover additional brands or regions
• Opportunities to work on cross-functional projects and gain exposure to other areas of the business

ASSUMPTION: This role offers opportunities for professional growth and development within the Consumer Care and Marketing Excellence functions, as well as potential exposure to other areas of the business.

🌍 Location & Work Environment

Office Type: The primary office is located in Mechelen, Flanders, Belgium, with additional support from the Breda, Noord-Brabant, Netherlands office

Office Location(s): Mechelen, Belgium & Breda, Netherlands

Geographic Context:

• Mechelen is located in the Flemish region of Belgium, approximately 25 km southeast of Antwerp
• Breda is located in the Noord-Brabant province of the Netherlands, approximately 100 km north of Antwerp

Work Schedule: Full-time, with a flexible work arrangement that may include occasional remote work

ASSUMPTION: The primary office is located in Mechelen, Belgium, with additional support from the Breda, Netherlands office. Both locations offer a dynamic and multicultural work environment.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Phone or video screening
• On-site or virtual interview with the hiring manager and/or team members
• Background check and offer extension

Key Assessment Areas:

• Communication skills and ability to manage consumer contacts
• Analytical and problem-solving skills
• Project management skills and ability to work independently
• Cultural fit and alignment with company values

Application Tips:

• Tailor your resume and cover letter to highlight relevant experience and skills for this role
• Prepare examples of how you have managed consumer contacts, driven consumer satisfaction, and worked collaboratively with stakeholders
• Research Mondelēz International's brands, products, and company culture to demonstrate your enthusiasm and fit for the role

ATS Keywords: Consumer Care, Marketing Excellence, Consumer Relations, Consumer Contacts, Consumer Satisfaction, Stakeholder Management, Project Management, Consumer Service, Contact Center Management, Social Media Operations, Recall Management

ASSUMPTION: The application process for this role is likely to include an online application submission, followed by a phone or video screening, and an on-site or virtual interview with the hiring manager and/or team members. Applicants should tailor their resume and cover letter to highlight relevant experience and skills, and prepare examples of their work to demonstrate their fit for the role.

🛠️ Tools & Technologies

• CRM systems (e.g., Salesforce, Microsoft Dynamics 365)
• Project management tools (e.g., Asana, Trello, Microsoft Project)
• Data analysis and visualization tools (e.g., Excel, Power BI, Tableau)
• Social media management platforms (e.g., Hootsuite, Sprout Social)

ASSUMPTION: This role may require the use of various tools and technologies, including CRM systems, project management tools, data analysis and visualization tools, and social media management platforms.

👔 Cultural Fit Considerations

Company Values:

• Love our Consumers and Brands
• Grow Every Day
• Do What's Right

Work Style:

• Collaborative and team-oriented
• Consumer-centric and data-driven
• Agile and adaptable to change

Self-Assessment Questions:

• How have you demonstrated your ability to manage consumer contacts and drive consumer satisfaction in previous roles?
• How do you stay up-to-date with industry trends and best practices in consumer care and marketing excellence?
• How do you balance the need for operational excellence with the desire to innovate and improve processes?

ASSUMPTION: Mondelēz International values a collaborative, consumer-centric, and data-driven work style, with a strong focus on consumer care, brand protection, and operational excellence.

⚠️ Potential Challenges

• Managing a high volume of consumer contacts and ensuring timely resolution
• Balancing the need for operational excellence with the desire to innovate and improve processes
• Collaborating effectively with various stakeholders, including internal teams and external providers
• Adapting to changes in consumer behavior, market trends, and company priorities

ASSUMPTION: This role may present challenges in managing a high volume of consumer contacts, balancing operational excellence with innovation, collaborating effectively with stakeholders, and adapting to changes in the consumer care landscape.

📈 Similar Roles Comparison

• This role differs from other consumer care or marketing excellence positions in its focus on managing consumer contacts, driving consumer satisfaction, and overseeing consumer relations operations
• Within the FMCG industry, this role is similar to other consumer care or marketing excellence positions, with a focus on consumer-centric marketing, brand protection, and operational excellence
• Career progression in this role may lead to managerial or senior specialist positions within the Consumer Care or Marketing Excellence functions, or opportunities to work on cross-functional projects and gain exposure to other areas of the business

ASSUMPTION: This role is unique in its focus on managing consumer contacts, driving consumer satisfaction, and overseeing consumer relations operations, but shares similarities with other consumer care or marketing excellence positions within the FMCG industry.

📝 Sample Projects

• Developing and implementing a new process for managing consumer contacts to improve resolution times and consumer satisfaction
• Analyzing consumer data to identify trends and insights, and developing targeted marketing campaigns to address consumer needs
• Collaborating with cross-functional teams to improve product recall management processes and ensure brand protection

ASSUMPTION: Sample projects for this role may include developing and implementing new processes, analyzing consumer data to identify trends and insights, and collaborating with cross-functional teams to improve product recall management processes and ensure brand protection.

❓ Key Questions to Ask During Interview

• How does this role fit into the overall Consumer Care and Marketing Excellence functions, and how does it contribute to the company's strategic priorities?
• What are the key challenges facing the Consumer Care team, and how can this role help address them?
• How does the company support the professional growth and development of employees in this role?
• What are the key priorities for this role in the first 30, 60, and 90 days?
• How does the company foster a consumer-centric and data-driven culture, and how does this role contribute to that?

ASSUMPTION: Key questions to ask during the interview for this role may include how the role fits into the overall Consumer Care and Marketing Excellence functions, the key challenges facing the Consumer Care team, how the company supports professional growth and development, the key priorities for the role in the first 90 days, and how the company fosters a consumer-centric and data-driven culture.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Tailor your resume and cover letter to highlight relevant experience and skills for this role
• Prepare examples of how you have managed consumer contacts, driven consumer satisfaction, and worked collaboratively with stakeholders
• Research Mondelēz International's brands, products, and company culture to demonstrate your enthusiasm and fit for the role
• Follow up with the recruiter one week after submission to confirm receipt of your application

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.