Consumer Experience & Insights Lead

Perdue Farms; Salisbury (MD); Hybrid; USD 89,000 - 133,000; Full time

Job summary

Perdue Farms in Salisbury, Maryland, is seeking a Consumer Experience Manager to lead a Voice of the Consumer program, turning everyday feedback into actionable insights that influence products, branding, and customer service.

You will partner with Marketing, Consumer Insights, R&D, Quality Assurance, Sales, Digital, Regulatory and Legal to build a modern, scalable consumer experience across phone, email, chat, and social channels.

Qualifications

• Bachelor’s degree in marketing, Business, Communications, Consumer Insights, Customer Experience, or a related field; equivalent experience may be considered.
• 7+ years of progressive experience in consumer experience, consumer insights, customer experience, contact center operations, or a related consumer-facing function.
• Experience leading consumer-focused programs, teams, or outsourced service providers.
• Strong analytical, communication, project management, and problem-solving skills.
• Demonstrated ability to influence and collaborate across functions and levels of the organization.
• Experience leveraging consumer feedback and operational data to drive business decisions and improvements.
• Familiarity with consumer care, CRM, contact center, and reporting technologies.

Responsibilities

• Lead Perdue's consumer experience program and external service partner.
• Ensure a high-quality, consistent consumer experience across all consumer touchpoints.
• Monitor program performance, consumer satisfaction, and service effectiveness.
• Analyze consumer feedback and translate insights into business recommendations.
• Serve as the Voice of the Consumer and advocate for consumer needs across the organization.
• Partner with cross-functional teams to improve products, packaging, communications, and consumer experiences.
• Develop and enhance consumer experience and insight capabilities, including processes, reporting, technology, and operations.
• Support product issues, recalls, crisis response, and reputation management activities as needed.
• Manage vendor relationships, program budgets, and compliance requirements.

Skills

Analytical skills

Communication skills

Project management

Problem-solving

Influence & collaboration

Education

Bachelor’s degree in marketing or related field

Tools

CRM systems

Reporting tools

Job description

Perdue Farms in Salisbury, Maryland, is seeking a Consumer Experience Manager to lead a Voice of the Consumer program, turning everyday feedback into actionable insights that influence products, branding, and customer service.

You will partner with Marketing, Consumer Insights, R&D, Quality Assurance, Sales, Digital, Regulatory and Legal to build a modern, scalable consumer experience across phone, email, chat, and social channels.