Senior Consumer Care & Insights Lead

Nestle SA; Lahore; On-site; PKR 1,200,000 - 2,100,000; Full time

Job summary

Nestlé SA in Lahore is seeking a Consumer Care Specialist to manage nationwide consumer contacts, deliver timely, accurate responses, and maintain data quality in line with guidelines.

You will resolve queries, complaints and replacements, monitor performance, provide insights to stakeholders, and collaborate with Brand, Legal, Regulatory and Corporate Affairs teams while upholding Nestlé policies and ethical standards.

Qualifications

• Bachelor's or Master's degree in Communications or relevant field.
• 3–5 years in consumer care, complaint management or customer experience; supervising a call center or vendor team preferred.
• Calm handling of escalated or irate consumer cases with sound judgment.
• Strong process discipline and attention to detail; follows protocols.
• Takes ownership, communicates factually, and seeks support when needed.
• Strong English and Urdu communication; clear, concise, structured with stakeholders.
• Proficient turning data into insights with Excel and PowerPoint.

Responsibilities

• Manage consumer queries, complaints and product replacement requests with focus on satisfaction.
• Ensure timely resolution of consumer contacts per SOPs and service standards.
• Monitor care performance and provide actionable insights to stakeholders.
• Maintain accurate consumer information and support CMS utilization.
• Manage third-party frontline teams through training and feedback.
• Ensure compliance with Nestlé policies, WHO/local codes and ethics.
• Collaborate with Brand, Business, Legal, Regulatory and Corporate Affairs teams to address consumer needs.

Skills

Excel

PowerPoint

English

Urdu

Analytical skills

Communication

Education

Bachelor's or Master's degree in Communications or relevant field

Tools

CMS

Job description

Nestlé SA in Lahore is seeking a Consumer Care Specialist to manage nationwide consumer contacts, deliver timely, accurate responses, and maintain data quality in line with guidelines.

You will resolve queries, complaints and replacements, monitor performance, provide insights to stakeholders, and collaborate with Brand, Legal, Regulatory and Corporate Affairs teams while upholding Nestlé policies and ethical standards.