• Contract Management of Consumer Care Vendors to ensure a high-level consumer experience. Contract management also includes monitoring service levels and proper invoicing/billing according to the statement of work. Management of requests for proposals and vendor changes when required.• Financial and Qualitative Analysis of Consumer Care Vendors, allowing Sun-Times Media to have the highest level of service while being cost effective.• Relationship Management of Consumer Care Vendors ensuring receipt of up-to-date product and service enhancements. • Strategic alignment of executive policies with Consumer Care Vendors, including – but not limited to – Digital Initiatives, E-mail Acquirement, E-Bill Initiative, Memberships, and Easy Pay Conversions.• Ownership and Maintenance of Consumer Care Published Contacts and Life Cycle, including phone numbers, addresses, e-mail addresses and social media.• Project Management of various projects as assigned by the Sr. Director of Audience Development.• Communication of the Consumer Care Performance and Feedback to Executive Leadership, Operations and other internal Sun-Times Media Departments.• Management of a dedicated, specialized team of Consumer Care Specialists in the Orleans office, allowing timely and satisfactory resolution of escalated customer issues, Better Business Bureau complaints, and Attorney General complaints.• Ownership and Development Lead of a Consumer Care intranet portal.

Manage expense, revenue, and volume for the Chicago Sun-Times Home Delivery, Single Copy, and E-paper.