Colgate Palmolive

Director Consumer Affairs, NA

Colgate Palmolive • $195K — $220K *
New York, NY 10025In-Person
Retail & Consumer Goods
11 - 15 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's Degree in Business Administration, Marketing, Communications, Data Analytics, or related discipline
  • 12+ years of experience in Consumer Affairs or closely related field
  • 5+ years of senior leadership experience in complex team management
  • Proven track record of strategic partnerships with Executive teams
  • Experience overseeing consumer contact center platforms
  • Expertise in regulatory and data privacy compliance
  • History of designing omnichannel contact center platforms.

Responsibilities

  • Develop and implement the North America Consumer Care & Experience strategy
  • Ensure quality consumer interactions by setting service standards
  • Comply with all regulatory and legal requirements
  • Utilize consumer feedback to drive innovation and resolve issues
  • Manage all contact center operations and performance KPIs
  • Supervise contracts with service providers and launch improvement programs
  • Oversee crisis management and sensitive communication strategies.

Benefits

  • Comprehensive medical, dental, and vision insurance
  • Paid parental leave and disability coverage
  • Participation in a 401(k) retirement plan with matching contributions
  • Minimum of 15 vacation/PTO days and 13 paid holidays
  • Paid sick leave adjusted based on role and local laws
  • Relocation assistance offered within the country.
Full Job Description
Relocation Assistance Offered Within Country
Job Number #175839 - New York, New York, United States

The North America Consumer Care & Experience Director is responsible for the quality and effectiveness of the Consumer Affairs function for the North America division. This includes:
  • Developing and implementing the North America Consumer Care & Experience (CCE) Strategy and Vision in alignment with company and Global CA Strategy and Visions.
  • Ensuring that consumers have the highest quality interactions with the company by setting appropriate service levels and standards for quality, and by ensuring all appropriate channels are managed and maintained to standard.
  • Complying with all applicable regulatory and legal standards and practices.
  • Using the voice of consumer feedback to proactively eliminate known issues, build predictive intelligence for innovation and uncover "human truths" and moments that matter.
  • Contributing to all commercial initiatives with the appropriate programs and support.
  • Manage CP reputation as it relates to public consumer comments, communications with CP executives, Board of Directors, the Better Business Bureau or other governmental or regulatory agencies.
  • Essential Job Functions

The most important tasks, duties, responsibilities, and key accountabilities of this position are:
    Strategy and Leadership
    • Define key CCE objectives, strategy, and road map to deliver business-building and image-enhancing interaction with consumers, aligned to Global Consumer Affairs (GCA) objectives, for the North America division.
    • Leads CCE positioning and overall reputation of CCE, its services, expertise, and abilities to support business growth.
    • Is an active member of the GCA and DTC & Consumer Engagement Leadership Team.
    • Drives continuous improvement in ways of working, enhancing low effort experiences for both the consumer and contact center representative by leveraging AI for automation.
  • Contact Center and Service Management
    • Supervise the management of all contact centers, including any in-house and outsourced operations. Tracks and is accountable for all performance KPIs.
    • Develop and implement consumer contact service strategy and ensure program/coverage across the division that delivers best-in-class consumer experience and cost-effectiveness.
    • Supervise the management of Contact Center contracts and other service providers, including regular review of contracts and co-ordination of contract renegotiation.
    • Regularly monitor Key Performance Indicators and launch service improvement programs to excel contact center performance.
    • Manage relationships with all service providers.
  • Compliance and Vigilance
    • Comply with all Regulatory, legal, and corporate requirements, including consumer privacy, records retention, adverse event and quality complaint handling, security, and training.
    • Organize training of appropriate cross functional partners to ensure they are up to date with Vigilance and Data Protection requirements and how these translate into CA practice and procedures.
    • Ensure management of handling, recording, monitoring, and reporting of all adverse reactions to our products and product complaints as required by various laws, Colgate policies, and Colgate SOPs.
    • Development and maintenance of Divisional SOPs where required, ensuring alignment with GCA SOPs.
    • Provide support and guidance for internal and external audits as needed.
  • Consumer Insights and Feedback Integration
    • Provide actionable voice of consumer feedback to the organization in the most effective manner. Recipients of this feedback include: Consumer Insights, division and country marketing, CIC, R&D, QA, Legal and Regulatory.
    • Focus on proactively eliminating known issues, building predictive intelligence for innovation and uncovering "human truths" and moments that matter.
    • Function as expert in consumer engagement, ensuring integration of consumer insights for appropriate action and planning.
    • Drive the integration of consumer feedback into division marketing teams and their initiatives, Consumer Insight and Research & Development (R&D), Customer Development (Sales) and, when necessary to Legal or Global Communications.
    • Conduct Consumer Satisfaction studies and implement improvements.
  • Crisis and Issues Management
    • Manage crises and special/sensitive situations effectively - identify issues, develop response/Q&As, consumer support programs, report status, etc. Ensure appropriate approvals are obtained.
    • Manage escalated and serious communications and possible situation alerts.
  • Budget and Personnel
    • Develop and manage and oversee the CCE budget.
    • Manage division and local CA personnel and individuals that have Consumer Affairs accountabilities. Provide direction, coaching, feedback, and development.
    • Dotted line and direct line responsibility for Subsidiary Consumer Affairs staff: KPI Definitions and delivery of key performance indicators (KPIs), training, guidance, and support.


Required Qualifications:
    Bachelor's Degree in Business Administration, Marketing, Communications, Data Analytics, or a related discipline
  • 12+ years of progressive experience in Consumer Affairs, Consumer Experience, Consumer Insights, or a closely related field.
    • Progressive leadership experience within highly regulated Consumer Packaged Goods (CPG) organizations or pharmaceutical industry
    • 5+ years of senior leadership experience managing complex, matrixed teams (both internal & external).
    • Track record of building strategic partnerships with Executive Leadership, R&D, Quality, Legal, Regulatory, and Marketing to leverage consumer insights into action
    • Experience overseeing consumer contact center platforms.
    • Previous responsibility for 3rd party contact center strategic sourcing, partner selection, contract negotiation, and managing vendor KPIs/SLAs.
    • Proficiency in regulatory (e.g FDA) and data privacy compliance (e.g., GDPR, CCPA/CPRA) within the consumer care ecosystem.
    • Experience and ability to develop Consumer Care data and system strategy that leverages deep consumer interactivity and drives optimized actions enterprise-wide.
  • Experience designing and deploying modern, omnichannel contact center platforms that maintain seamless, end-to-end consumer context across voice, digital, and social media channels
  • Experience analyzing and interpreting data

Preferred Qualifications:
  • Outstanding communication and collaboration skills.
  • Organizational design, talent upskilling, and change management


Compensation and Benefits
Salary Range $195,000.00 - $220,000.00 USD

Pay is determined based on experience, qualifications, and location. Salaried employees may also be eligible for discretionary bonuses, profit-sharing, and long-term incentives for Executive-level roles.

Benefits: Salaried employees enjoy a comprehensive benefits package, including medical, dental, vision, basic life insurance, paid parental leave, disability coverage, and participation in the 401(k) retirement plan with company matching contributions subject to eligibility requirements. Additional benefits include a minimum of 15 vacation/PTO days (hourly employees receive a minimum of 120 hours) and 13 paid holidays (vacation days are prorated based on the employee's hire date within the calendar year). Paid sick leave is adjusted based on role and location in accordance with local laws. Detailed information regarding paid sick leave entitlements will be provided to employees upon hiring and may be subject to adjustments based on changes in legislation or company policies.

#LI-Hybrid

About Colgate Palmolive

Colgate-Palmolive Company (Colgate) is a consumer products company whose products are marketed in over 200 countries and territories throughout the world. It operates in two segments: Oral, Personal and Home Care and Pet Nutrition. Oral Care business products include Colgate Total, Colgate Sensitive Pro-Relief, Colgate Max Fresh, Colgate Optic White, and Colgate Luminous White toothpastes, Colgate 360° manual toothbrushes and Colgate and Colgate Plax mouth rinses. Colgate's Oral Care business also includes dental floss and pharmaceutical products for dentists and oral health professionals. Its Personal Care products also include Palmolive, Softsoap and Sanex brand shower gels, Palmolive, Irish Spring, and Protex bar soaps and Speed Stick, Lady Speed Stick and Sanex deodorants and antiperspirants. It sells liquid hand soap under the Palmolive, Protex and Softsoap brands. Colgate, through its Hill's Pet Nutrition segment (Hill's), manufactures pet nutrition products for dogs and cats.

Colgate-Palmolive Careers

Join the vibrant team at Colgate-Palmolive, a global leader in oral care, personal care, and pet nutrition, where innovation, leadership, and care converge to create outstanding job opportunities. At Colgate-Palmolive, we are committed to offering more than just employment; we are dedicated to providing a platform where careers flourish and talents shine.

Work You’ll Do

At Colgate-Palmolive, every position is a chance to enhance global health and well-being. Whether you're involved in product development, marketing, finance, or technology, you'll contribute to projects that touch lives worldwide. Our team's diversity and commitment to inclusive leadership help foster an environment where new ideas and perspectives lead to dynamic solutions.

Innovate and Grow

Join a company renowned for innovation and set your career on a trajectory of growth and discovery. Colgate-Palmolive is the perfect place to challenge your skills and expand your horizons. Here, innovation isn't just another buzzword—it's a practical part of how we approach solutions and processes to improve the lives of our consumers.

Be Part of a Great Team

Our culture is all about collaboration and teamwork. At Colgate-Palmolive, you’ll work alongside professionals who are leaders in their fields, united by a common goal to make every day better for people around the globe. Our team is supported by robust diversity training programs that enhance understanding and drive innovation.

Future-Proof Your Career

With a multitude of career paths and job opportunities at all levels, Colgate-Palmolive empowers you to tailor your career journey. From internships to leadership roles, every career stage at Colgate-Palmolive is supported by extensive training and professional development opportunities, ensuring that your career aspirations have no limits.

Explore Job Opportunities and Internships

Whether you're a seasoned professional or a recent graduate, Colgate-Palmolive offers a range of opportunities. Explore positions that match your skills and interests through our job portal. We are continuously hiring and looking for curious, creative, and driven individuals to join our team.

Networking and Professional Development

At Colgate-Palmolive, career growth is complemented by opportunities for networking and professional development. Engage with leaders and peers at all levels and take advantage of our comprehensive benefits and programs designed to enhance your life both inside and outside of work.

Prepare for Your Interview

Ready to join us? Polish your resume, prepare for your interview, and show us why you are a perfect fit for our team. At Colgate-Palmolive, we value a straightforward and insightful interview process that seeks out individuals eager to contribute and grow.

Stay Connected

Keep up to date with the latest at Colgate-Palmolive: - **Career Tips**: Get insider perspectives and industry-leading insights you can use today—all from the people who work here. - **Job Alert Emails**: Personalize your subscription to receive job alerts and the latest news tailored to your preferences. Discover the exciting and rewarding opportunities that await at Colgate-Palmolive. Join Colgate-Palmolive and be part of a company that believes in growth, innovation, and the power of a diverse team to lead the industry forward. Explore our careers page and find out how your skills and passions can make a difference at one of the most respected companies in the world.
Learn more about Colgate Palmolive
Size
33,800 employees
Market Cap
$66.6 billion
Industry
Food & Beverages
Net Income
$2.6 billion
Founded
1806
5 Year Trend
+2.8%
Revenue
$16.4 billion
NASDAQ
CL
* Ladders Estimates

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