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A part of Colgate-Palmolive since 2006, Tom’s of Maine was founded in 1970 with a goal to simplify lives with natural, unprocessed, and unadulterated products.

Today our Oral Care, Bath & Body, and Deodorant & Antiperspirant products continue to meet the same high quality standards on which the company was founded and never use artificial colors, flavors, fragrances, preservatives or animal testing.

Tom’s of Maine is the kind of place where everyone knows everyone else, and people are not afraid to be themselves. Our supportive, team-based environment encourages creative ways of doing business.

A career at Tom’s of Maine or Colgate-Palmolive is an excellent opportunity if you seek a global experience, constant challenge, and development opportunities in an environment that respects work/life effectiveness.

Job Title:  Consumer Insights & Affairs Manager

Travel Required?:  Travel - 25% of time
Date:  Nov 21, 2020
No remote working option

Relocation Assistance Offered Within Country
# 91227 - Kennebunk, Maine, United States


<span style="font-family:"Times New Roman",serif"><span style="font-family:"Arial","sans-serif"">The Consumer Affairs Digital Channels Associate Manager will be responsible for two meaningful areas:


  1. <span style="font-family:"Arial","sans-serif"">Partnering with the marketing team in providing impactful consumer insights for various brand-building needs, from developing and launch new products to new packaging innovations to foundational brand initiatives
  2. <span style="font-family:"Arial","sans-serif"">Supervising and leading 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.


<span style="font-family:"Arial","sans-serif"">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.


<span style="font-family:"Arial","sans-serif"">Main Duties and Responsibilities:

  • <span style="font-family:"Arial","sans-serif"">Lead the design and delivery of research programs that deliver deep and powerful insights to help achieve brand and business goals.
  • <span style="font-family:"Arial","sans-serif"">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.
  • <span style="font-family:"Arial","sans-serif"">Execute all phases of research for new product development – concept development, product testing, packaging assessment and communication creation
  • <span style="font-family:"Arial","sans-serif"">Lead and handle foundational brand or category learning initiatives
  • <span style="font-family:"Arial","sans-serif"">Lead external research suppliers to ensure research projects address business questions and reports are delivered clearly with valuable conclusions.
  • <span style="font-family:"Arial","sans-serif"">Ensure the learning is understood and acted upon. This requires working closely with Marketing and CDO through all major phases of a given project
  • <span style="font-family:"Arial","sans-serif"">Act as the “advocate for the consumer” and an information resource for Marketing that goes beyond the facts to deliver implications
  • <span style="font-family:"Arial","sans-serif"">Define and handle the annual consumers insights and analytics budget
  • <span style="font-family:"Arial","sans-serif"">Supervise our external contact center with CP Consumer Affairs Team, with a goal of delivering equity building consumer service.
  • <span style="font-family:"Arial","sans-serif"">Serve as Tom’s of Maine representative at key company meetings, including annual shareholder meetings.
  • <span style="font-family:"Arial","sans-serif"">Lead operational aspects of our Contact Center, including service levels, budgeting, and coordinating with internal departments (Legal, Quality, Regulatory, etc.) to handle raised consumer incidents
  • <span style="font-family:"Arial","sans-serif"">In partnership with Marketing, lead consumer service training sessions on company products and policies. Provide mentor 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
  • <span style="font-family:"Arial","sans-serif"">Partner with digital marketing manager and/or external customer service agency to supervise and respond to online consumer contacts received on social media platforms (Facebook, Twitter, Instagram) and eCommerce sites. Respond e-mail, phone and web chat contacts.
  • <span style="font-family:"Arial","sans-serif"">Ensure appropriate high risk conversations are identified and raised to the appropriate departments
  • <span style="font-family:"Arial","sans-serif"">Ensure all contacts are accurately detailed with contact database. Deliver monthly reports on contact trends, and lead quarterly reviews of contacts with Marketing Team with identified insights and recommendations.
  • <span style="font-family:"Arial","sans-serif"">Serve as point of contact for Better Business Bureau complaints and regulatory bodies (FDA) ensuring timely communication with Quality teams, investigation and response.
  • <span style="font-family:"Arial","sans-serif"">Lead business scope, budget and ongoing relationship with key outside partners and select digital vendors.


<span style="font-family:"Arial","sans-serif"">Main qualifications:

  • <span style="font-family:"Arial","sans-serif"">5+ years in Consumer and/or Category Insights, either on supplier or client side.
  • <span style="font-family:"Arial","sans-serif"">Experience in CPG industry.
  • <span style="font-family:"Arial","sans-serif"">Bachelor’s degree in business, marketing or related field; MBA or Graduate Research Degree (preferred).
  • <span style="font-family:"Arial","sans-serif"">Strong analytical and problem solving skills.
  • <span style="font-family:"Arial","sans-serif"">Strong project management skills, with the ability to balance multiple tasks simultaneously.
  • <span style="font-family:"Arial","sans-serif"">Strong social skills with excellent communication
  • <span style="font-family:"Arial","sans-serif"">Experience in a range of different types of research.
  • <span style="font-family:"Arial","sans-serif"">Excellent time management and organization skills.
  • <span style="font-family:"Arial","sans-serif"">Excellent teammate, works well in a fast paced environment.



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 Colgate-Palmolive? 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.

Colgate-Palmolive is a leading global consumer products company, tightly focused on Oral Care, Personal Care, Home Care and Pet Nutrition. Colgate sells its products in over 200 countries and territories around the world under such internationally recognized brand names as Colgate, Palmolive, elmex, Tom’s of Maine, Sorriso, Speed Stick, Lady Speed Stick, Softsoap, Irish Spring, Protex, Sanex, Elta MD, PCA Skin, Ajax, Axion, Fabuloso, Soupline and Suavitel, as well as Hill’s Science Diet and Hill’s Prescription Diet. 

For more information about Colgate’s global business, visit the Company’s web site at To learn more about Colgate Bright Smiles, Bright Futures® oral health education program, please visit To learn more about Hill's and the Hill’s Food, Shelter & Love program please visit To learn more about Tom’s of Maine  please visit

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

Nearest Major Market: Portland Maine

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