Senior Manager, Analytics, Social Listening & Consumer Insights

About the role

Kraft Heinz is hiring a Senior Manager for its Analytics, Social Listening and Consumer Insights function in Mexico City. The role reports to primary business stakeholders, the GCC Mexico Contact Center Lead and the NA Lead of Consumer Advocacy and Social Listening, and leads a team of five people. Its main purpose is to turn data into action, connect consumer and operational signals into a clear story and support decision-making with practical recommendations and projected business impact.

Key responsibilities

• Lead the Analytics, Social Listening and Consumer Insights function, tying the work to brand priorities, consumer experience, category performance, contact center performance and overall business strategy.
• Own two main analytics branches: Contact Center Analytics (reporting, performance trends, service KPIs, channel behavior, root cause identification, opportunity sizing, and views across voice, email, SMS and social care) and Market and Consumer Insights (social sentiment, brand engagement, ratings and reviews, share of conversation, trend tracking, competitive comparison).
• Lead a team of five, ensuring clear priorities, strong analytical discipline, high-quality outputs and team development from reporting to recommendation.
• Ensure proposals have real analytical foundations, including validation of assumptions, triangulation of sources, impact logic and clear rationale.
• Translate large, complex databases into practical insights across transnational operations, using tools such as Talkwalker, Salesforce, Sprout Social, Amazon Connect, Nichefire and Bazaarvoice.
• Build concise business stories with executive presentations explaining what is happening, why it matters, what action is recommended and the expected business impact.
• Partner with business leaders, operations, consumer advocacy, social listening, marketing, quality, digital and cross-functional teams to turn insight into decisions and action plans.
• Develop recommendations supported by monetary projections where possible, covering sales upside, cost reduction, productivity, risk mitigation, reputation protection and resource allocation.
• Challenge the business when needed to improve consumer satisfaction, brand health and business results.