The Consumer Engagement Manager oversees all consumer interaction activities for HTH and Kreepy Krauly, ensuring high-quality service, efficient resolution of complaints, and effective management of warranty processes. This role is responsble for analyzing consumer feedback, identifying trands, and driving improvements in product performance, service delivery, and brand reputation. ​

Lead and manage the Consumer Helpline team to ensure timely, accurate, and professional responses to consumer inquiries across all channels.Oversee troubleshooting and problem-solving support for HTH and Kreepy Krauly products, ensuring consistent and high-quality guidance is provided to consumers - ensures consistent problem-solving protocols, reviews complex issues and provides guidance to the team.Manage warranty processes, including validation, approval, and resolution, ensuring compliance with company policies and timely communication with consumersCompile, analyze, and report on consumer data monthly, including complaint trends, product issues, and consumer feedback to support continuous improvement initiatives and inform business decisions.Ensure accurate logging and tracking of all consumer interactions, complaints, and resolutions in Salesforce or other CRM systems.Support product education by coordinating training initiatives for internal teams and strategic partners to improve product knowledge and consumer support.