Position SummaryThe Senior Manager, Consumer Engagement Services (CES) is responsible for translating Nestlé USA's consumer experience strategy into consistent, high-quality execution across traditional, digital, social, chat, mobile, and emerging AI-enabled channels. This leader helps shape how the organization listens to, responds to, and acts on the Voice of the Consumer (VoC), converting consumer feedback into insights and actions that strengthen brand experience, product quality, risk management, and business performance.
The role serves as a strategic partner to Nestlé USA divisions and cross-functional teams, including Marketing, Quality, Regulatory, and TAG partners. The Senior Manager oversees key elements of the CES operating model, outsourced service-provider performance, quality calibration, consumer satisfaction, complaint reduction, analytics, and executive escalations. This leader also plays an important role in crisis and recall response and supports the continued evolution of CES technology, reporting, and omni-channel capabilities.
The ideal candidate is an enterprise-minded consumer experience leader who combines strong execution discipline with sound judgment, vendor influence, analytical capability, and the ability to remain calm and accountable in high-stakes situations. The role leads through both direct management and cross-functional influence, developing CES talent while building strong partnerships across divisions and external service providers.
Primary Responsibilities- Own the overall consumer engagement strategy and establish the capability to turn consumer interactions into actionable intelligence for the business, translating enterprise priorities into clear plans, governance, standards, measures, and ways of working.
- Lead Consumer Engagement and Consumer Care operations, owning the day-to-day consumer experience across phone, email, chat, social, and other channels, including partner performance, service levels, quality, escalations, financial performance, and continuous improvement.
- Voice of the Consumer and consumer intelligence, systematically mining consumer interactions, identifying emerging themes, and connecting those signals with broader CMI, social, eCommerce, and behavioral data.
- Lead Consumer Experience and Insights analysts in translating consumer-contact data into recurring insights, trend reporting, and actionable recommendations for Brand, CMI, Quality, Innovation, Commercial, Regulatory, TAG, and other business teams.
- AI and digital consumer engagement lead, building the next generation of consumer engagement through AI, automation, intelligent routing, self-service, scalable analysis of consumer interactions, and continued omnichannel expansion.
- Ensure CES practices support Nestlé SA Consumer Complaint Handling requirements and all applicable quality, governance, and compliance standards.
- Manage executive-level consumer escalations and provide calm, decisive leadership during complex consumer issues, recalls, reputational events, and other crisis situations.
- Partner with global CES leaders and communities to help shape and influence enterprise vision, strategy, standards, service models, and technology platforms.
- Provide disciplined budget management and financial stewardship for assigned CES activities and partner relationships.
Skills & Competencies - Enterprise end-to-end thinker who connects consumer experience strategy to brand, quality, risk, and business priorities.
- Deep understanding of consumer affairs, consumer experience, and outsourced contact-center operations.
- Strong command of consumer analytics, reporting, trend interpretation, and the translation of insights into action.
- Proven ability to manage vendor performance through clear expectations, governance, influence, and accountability.
- Knowledge of contact-center quality practices, complaint handling, consumer satisfaction principles.
- Strong storytelling and communication skills, with experience influencing senior stakeholders through datadriven narratives
- Excellent stakeholder-management skills and the ability to lead through influence across a matrixed organization.
- Change leadership capability and comfort operating in transformation environments with evolving pr
