Consumer Care Manager

Alaska Milk Corporation; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Alaska Milk Corporation is seeking a passionate Consumer Care Manager to lead our Consumer Care team and protect our brand trust. You will oversee inquiries, complaints, and feedback across channels, driving service excellence and cross-functional collaboration.

You will translate consumer insights into business improvements, manage escalations, and develop programs to strengthen consumer engagement and loyalty while upholding Alaska’s commitment to quality and care.

Qualifications

• Bachelor’s degree in a related field.
• At least 5 years in consumer care or related fields.
• Proven leadership in FMCG or service industries.

Responsibilities

• Lead Consumer Care Operations across channels and ensure timely, professional resolutions.
• Oversee escalations and crisis management for high-priority consumer issues.
• Generate actionable consumer insights and translate into business improvements.
• Collaborate with Marketing, Quality Assurance, Corporate Affairs, Customer Development, Manufacturing and Supply Chain.
• Drive continuous improvement in service quality and customer experience.

Skills

Leadership

Customer Service

Customer Experience

Crisis Management

Education

Bachelor's degree in related field

Tools

CRM systems

Customer feedback tools

Job description

Champion Consumer Experience and Build Brand Trust

At Alaska Milk Corporation, consumers are at the heart of everything we do. We are looking for a passionate and experienced Consumer Care Manager to lead our Consumer Care team and ensure every consumer interaction reflects the quality, trust, and care that Alaska is known for.

In this role, you will oversee consumer concerns, inquiries, complaints, and feedback across multiple channels while driving service excellence, process improvements, and cross-functional collaboration. You will play a critical role in strengthening consumer relationships, protecting brand reputation, and translating consumer insights into business improvements.

What You’ll Do

Lead Consumer Care Operations

• Manage and oversee all consumer inquiries, concerns, feedback, and complaints received through various channels, including phone, email, social media, letters, and walk-ins.

• Ensure timely, professional, and effective resolution of consumer concerns in line with company standards and service level agreements.

• Monitor service performance and implement initiatives that improve the overall consumer experience.

Drive Consumer Satisfaction & Brand Trust

• Serve as the key advocate for consumers within the organization.

• Ensure every consumer interaction reinforces Alaska’s commitment to quality and care.

• Develop programs and processes that strengthen consumer engagement and loyalty.

Handle Escalations & Crisis Management

• Manage complex and escalated consumer concerns and sensitive cases.

• Lead investigation, resolution, and communication efforts for high-priority consumer issues.

• Support crisis management situations involving consumer-related concerns and product issues.

Generate Actionable Consumer Insights

• Analyze consumer feedback, complaints, inquiries, and trends to identify opportunities for improvement.

• Provide recommendations to improve products, services, processes, and customer experience.

• Transform consumer feedback into actionable business insights that support organizational decision-making.

Collaborate Across Functions

• Partner closely with Marketing, Quality Assurance, Corporate Affairs, Customer Development, Manufacturing, and Supply Chain teams.

• Drive alignment on consumer concerns and ensure effective resolution through cross-functional collaboration.

• Support initiatives that improve product quality and customer satisfaction.

Lead Continuous Improvement Initiatives

• Develop and implement strategies that enhance service quality, productivity, efficiency, and overall consumer experience.

• Establish best practices, policies, and performance standards for consumer care operations.

• Drive training and capability-building programs for team members.

What We’re Looking For

Qualifications

• Bachelor's Degree in Psychology, Nutrition, Food Technology, Nursing, Communications, Business, Marketing, or a related field.

• At least 5 years of professional experience, including significant experience in Consumer Care, Customer Service, Customer Experience, or related functions.

• Proven leadership experience, preferably managing teams within FMCG, consumer goods, healthcare, pharmaceutical, or service industries.

Preferred Experience

• Experience handling customer complaints, consumer relations, and crisis management.

• Strong understanding of customer experience management and service operations.

• Experience analyzing consumer feedback and translating insights into business recommendations.

• Familiarity with customer service platforms, CRM systems, and consumer feedback management tools.

Why Join Alaska Milk Corporation?

• Be part of one of the Philippines's most trusted household brands.

• Influence how consumers experience and engage with Alaska.

• Collaborate with leaders across Marketing, Quality, Corporate Affairs, and Operations.

• Drive initiatives that directly impact consumer satisfaction, brand reputation, and business growth.

• Enjoy career development opportunities within FrieslandCampina's global network.