Consumer Insights & Affairs Manager

Relocation Assistance Offered Within Country

# 95082 - Kennebunk, Maine, United States

Tom’s of Maine is looking to hire a Consumer Insights & Affairs Manager to join our team! This is an important and unique role within the Marketing organization at Tom’s of Maine, responsible for two important areas:

1. Partnering with the marketing team in providing impactful consumer insights for various brand-building needs, from developing and launching new products to new packaging innovations to foundational brand initiatives.


2. Collaborating with our external consumer affairs team, who engages with our consumers every day to ensure that standard operating procedures are adhered to, data related to consumer contacts is accurately cataloged, and responsibilities to key outside regulatory and business partners are respected.

Importantly, the Consumer Insights & Affairs Manager will play a proactive role in identifying new and emerging insights and opportunities to better serve Tom’s of Maine’s consumers.

Main Duties and Responsibilities:

Lead the design and delivery of research programs that deliver deep and powerful insights to help achieve brand and business goals. This will include the following responsibilities:

• Develop research plans supporting key learning needs for marketing. This involves prioritizing the learning needs and balancing these with available resources, establishing the objectives and questions to be answered, and then developing appropriate primary research solutions.


• Execute all phases of research for new product development – concept development, product testing, packaging assessment and communication creation.


• Lead and handle foundational brand or category learning initiatives.


• Manage external research suppliers to ensure research projects address business questions and reports are delivered clearly with valuable conclusions.


• Ensure the learning is understood and acted upon. This requires working closely with Marketing and CDO through all major phases of a given project.


• Act as the “advocate for the consumer” and an information resource for Marketing that goes beyond the facts to deliver implications.


• Define and handle the annual consumer’s insights and analytics budget.

Supervise our external contact center, in partnership with CP Consumer Affairs Team, with a goal of delivering best in class, equity building consumer service. This will include the following responsibilities:

• Manage operational aspects of our Contact Center, including service levels, budgeting, and coordinating with internal departments (Legal, Quality, Regulatory, etc.) to handle raised consumer incidents


• In partnership with Marketing, lead consumer service training sessions on company products and policies. Provide coaching and recommendations to the service team on opportunities to improve delivered service. Coordinate, build and update reference materials and “how to” guides to assist representatives. Add and edit new product and program information in the consumer contact system


• Partner with digital marketing manager and/or external customer service agency to monitor and respond to online consumer contacts received on social media platforms (Facebook, Twitter, Instagram) and ecommerce sites. Respond to email, phone and web chat contacts.


• Ensure appropriate high risk conversations are identified and raised to the appropriate departments


• Ensure all contacts are accurately detailed with the contact database. Deliver monthly reports on contact trends, and lead quarterly reviews of contacts with the Marketing Team with identified insights and recommendations.


• Serve as point of contact for Better Business Bureau complaints and regulatory bodies (FDA) ensuring timely communication with Quality teams, investigation and response.


• Lead business scope, budget and ongoing relationship with key outside partners and select digital vendors.

Main qualifications:

• Bachelor’s degree in business, marketing or related field.


• 5+ years in Consumer and/or Category Insights, either on supplier or client side.


• Strong analytical and problem solving skills.


• Strong project management skills, with the ability to balance multiple tasks simultaneously.


• Strong social skills with excellent communication.


• Experience in a range of different types of research.


• Excellent time management and organization skills.


• Excellent teammate, works well in a fast paced environment.

Preferred qualifications:

• MBA or Graduate Research Degree.


• Experience in the CPG industry.

Equal Opportunity Employer

Colgate is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status (United States positions), or any other characteristic protected by law

Are you interested in working for Tom's of Maine? You can apply online and attach all relevant documents such as a cover letter and resume or CV. Applications received by e-mail are not considered in the selection process. Become part of our team. We look forward to your application.

Empowering a naturally healthy life – for our family and yours – for over 45 years.  When Tom and Kate Chappell moved to Maine and started making natural personal care products, they were guided by two simple philosophies.  

• First, that it was possible to make effective personal care products that were free from artificial flavors, fragrances, sweeteners, colors and preservatives.

• And second, that businesses should be good corporate citizens working to care for the planet and communities.  These same philosophies guide us to this day.  Tom’s of Maine products – including toothpaste, deodorant, mouthwash, bar soap, body wash, lotions and lip balms – are sold across the United States and Canada.  And because we are so committed to giving back, we donate 10% of our profits to charitable organizations, and our employees can use 5% of their paid time volunteering for causes they are passionate about.  

Tom’s of Maine is a division of Colgate-Palmolive, a leading global consumer products company, tightly focused on Oral Care, Personal Care, Home Care and Pet Nutrition, with sales of products in more than 200 countries.  To learn more about Tom’s of Maine and Colgate, please visit  http://www.tomsofmaine.com and http://www.colgatepalmolive.com, or find us on LinkedIn, Facebook, Twitter, Instagram and YouTube. 

Reasonable accommodation during the application process is available for persons with disabilities. Please contact [email protected] with the subject "Accommodation Request" should you require accommodation.