About the Role
Job Description
What's on the Menu?
We are seeking a dynamic and experienced Global Consumer Experience (CX) Excellence Manager to join our global CX center of excellence at Kraft Heinz. By bringing together our amazing sensory, consumer and behaviour capabilities across the different zones, we will strengthen our role in partnering with Business and R&D partners to inspire and design delicious food experiences consumers will love and adopt. As part of the CX team, you will play a critical role in moderating our CX community of practice to leverage our existing CX capabilities and identifying existing gaps to be filled in, with a global scope, to drive the success of our products at KraftHeinz.
As a CX Excellence manager you will play a pivotal role in developing, implementing, and refining best practices covering programs, processes, and methodologies/tools. This is a crucial role to strengthen today's CX business impact, implementing KH core value of the power of We.
Key Ingredients:
Lead our Data & Sensory Capability for Emerging & Developed markets
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Lead and manage our European-based CX specialists and sensory team, in close collaboration with our external sensory partner, to drive CX excellence and consistency across the region.
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Develop our sensory capability & best practices for R&D across the globe in collaboration with our US sensory team. Accelerate through digitalization sensory connectivity and productivity within our global sensory network. Manage sensory community of practice.
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Build and leverage our global sensory and consumer data analytics capabilities to drive CX excellence, harnessing the power of big data, AI, and emerging digital technologies to uncover actionable insights and inform business decisions.
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Leverage further our consumer and sensory expertise for business to master Kraft Heinz taste asset through training and claim program.
Develop and moderate our Global CX network and community of practice:
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Lead a global CX capabilities audit to identify needs and priorities across zones. Collaborate with the CX central team to develop a strategic roadmap for global CX capabilities and best practices, and drive deployment in high-impact zones. Track progress and success through KPIs, and align the roadmap with budget planning and zone-level execution.
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Lead a global CX Community of Practice, fostering collaboration and knowledge-sharing across regions. Connect teams with the right expertise for project support and collaboration.
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Manage the global CX agency roster for our central and global teams, ensuring seamless coordination and collaboration. Establish and maintain a Master Service Agreement with our preferred agency partner to drive efficiency, scalability, and consistency across the organization.
Recipe for Success: Apply if this sounds like you!
Qualifications and Education Requirements:
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University degree (Masters or PhD) in Sensory & Consumer Science, Psychology or related fields.
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Relevant (8+ years) experience in Consumer Research including experience in corporate (agency and/or FMCG company).
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Strong knowledge and expertise in sensory and consumer sciences methodologies including both quantitative and qualitative approach. Proven experience in developing and implementing sensory capabilities and new methodologies.
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Strategic thinking for efficient road map and KPIs implementation to measure and track business impact.
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High level of communication and presentation skills: highly developed soft skills required for effective presentation and business influence. Ability to simplify complex expertise into actionable, easy to understand best practices keeping strong scientific fundamentals.
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Collaboration, management by influence and stakeholder management skills are a must have: consultation and influencing capability for every level of exposure in the company.
Soft skills:
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Strong interpersonal and team skills (organization, prioritization, communication, and flexibility)
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Agile, happy to think out of the box
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Doer, creative and passion for research, innovation and food
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Love to work in a team
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Fluent in English, written and spoken
What we offer you:
- An ambitious employer; we only want the best for you.
- A fast career track like only few other companies can match.
- A competitive salary and excellent bonus structure (above market); at KraftHeinz we strongly believe and live by ownership and meritocracy.
- Additional benefits such as Commuting Allowance, Hybrid Work Allowance & Reimbursements, Bicycle & Gym Discount Plan, Employee Assistance Program and Supplemental Health Insurance.
- A wide range of discounts with KraftHeinz’s partnerships on fashion, electronics, travels and many more!
- Last and not least; there is always room for new insights: If you have an idea, please let us know, and we can set it in action!
Location(s)
Nijmegen
Kraft Heinz is an Equal Opportunity Employer – Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes.
About Us
Kraft Heinz is a global food company with a delicious heritage. Our emerging and iconic food and beverage brands deliver the best taste, fun, and quality to every table we touch. Worldwide.
We’re on a mission to disrupt not only our own business, but the global food industry. Consumer obsession and unexpected partnerships fuel our progress. As we drive innovation company-wide.
Our people are connected by a culture of ownership, agility and endless curiosity. We believe in being good humans — working to improve our company, communities, and planet.
We’re proud of where we’ve been and even more thrilled about where we’re headed as we nourish the world and lead the future of food.
