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Nestle

Senior Manager, Consumer Engagement Services

Nestle

. Own the overall consumer engagement strategy and translate enterprise priorities into plans, governance, standards, measures, and ways of working .

Posted 10/10/2026full-timeUnited StatesSenior💰 $120,000 - $170,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

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Demonstrates expertise in consumer engagement strategy, leading cross-functional teams, and managing complex consumer issues while ensuring compliance with quality and governance standards. Proficient in utilizing consumer insights and analytics to drive continuous improvement and financial performance.

Highest-signal resume keywords
Consumer Engagement StrategyLeadership in Consumer AffairsConsumer Insights and AnalyticsCRM and Contact-Center PlatformsQuality and Compliance Standards

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Consumer AnalyticsTrend ReportingProject ManagementFinancial ManagementContinuous Improvement
Soft Skills
Communication with Senior LeadersInfluencing StakeholdersCrisis Management
Tools & Technologies
CRM PlatformsContact-Center SoftwareSocial Engagement ToolsReporting Platforms
Industry Keywords
Consumer ExperienceConsumer AffairsOutsourced Service ProvidersGovernance PracticesQuality Standards

About the role

Key responsibilities & impact
  • Own the overall consumer engagement strategy and translate enterprise priorities into plans, governance, standards, measures, and ways of working
  • Lead Consumer Engagement and Consumer Care operations across phone, email, chat, social, and other channels
  • Oversee partner performance, service levels, quality, escalations, financial performance, and continuous improvement
  • Mine consumer interactions for emerging themes and connect signals with CMI, social, eCommerce, and behavioral data
  • Lead Consumer Experience and Insights analysts in producing recurring insights, trend reporting, and actionable recommendations
  • Build AI-enabled and digital consumer engagement through automation, intelligent routing, self-service, scalable interaction analysis, and omnichannel expansion
  • Ensure CES practices meet Nestlé SA Consumer Complaint Handling requirements and applicable quality, governance, and compliance standards
  • Manage executive-level consumer escalations and lead during complex issues, recalls, reputational events, and crises
  • Partner with global CES leaders to shape enterprise vision, strategy, standards, service models, and technology platforms
  • Manage budgets and financial stewardship for assigned CES activities and partner relationships
  • Develop CES talent and build partnerships across divisions and external service providers

Requirements

What you’ll need
  • Bachelor’s degree required in Business Administration, Communications, Marketing, Psychology, or a related field
  • 5+ years of leadership experience in Consumer Affairs/Engagement, Consumer Experience, or a related field
  • Proven success leading and developing teams and building capability
  • Experience managing outsourced service providers, enterprise vendors, service-level performance, quality, and financial outcomes
  • Experience leading cross-functional initiatives across Marketing, Quality, Regulatory, IT, and other business partners
  • Ability to manage complex consumer issues and perform effectively in high-pressure, crisis, recall, or reputational-risk situations
  • Experience using consumer insights, analytics, and reporting to influence business decisions and continuous improvement
  • Experience with CRM, contact-center, social engagement, and reporting platforms
  • Knowledge of consumer complaint-handling, quality, governance, and compliance practices
  • Ability to communicate with and influence senior leaders, external partners, and stakeholders across a matrixed enterprise
  • Deep understanding of consumer affairs, consumer experience, and outsourced contact-center operations
  • Strong consumer analytics, reporting, trend interpretation, project-management, financial-management, and continuous-improvement skills
  • This position is not eligible for Visa Sponsorship

Benefits

Comp & perks
  • Performance-based incentives
  • 401k with company match
  • Healthcare coverage
  • Competitive total rewards package
  • Inclusive workplace
  • Recruitment accommodations for applicants with disabilities