Consumer Experience Leader: Brand Trust & Care

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

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.