Senior Consumer Care Lead – CX & Data Insights (Lahore)

Nestle SA; Lahore; On-site; PKR 1,200,000 - 1,800,000; Full time

Job summary

Nestlé Lahore Head Office is seeking a Consumer Care professional to manage nationwide consumer contacts, ensuring timely, accurate responses and high quality data handling. You will drive continuous improvement and maintain data integrity across CMS systems.

The role requires strong English and Urdu communication, plus analytical skills with Excel and PowerPoint to turn data into insights. Onsite collaboration with cross-functional teams will be essential.

Qualifications

• Bachelor's or Master's in Communications or related field.
• 3–5 years in consumer care, complaint management or customer experience.
• Experience supervising a call center or vendor team preferred.

Responsibilities

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

Skills

Communication skills

Bilingual English/Urdu

Excel

PowerPoint

Data analysis

Stakeholder management

Decision making

Education

Bachelor's or Master's in Communications

Tools

Excel

PowerPoint

Job description

Nestlé Lahore Head Office is seeking a Consumer Care professional to manage nationwide consumer contacts, ensuring timely, accurate responses and high quality data handling. You will drive continuous improvement and maintain data integrity across CMS systems.

The role requires strong English and Urdu communication, plus analytical skills with Excel and PowerPoint to turn data into insights. Onsite collaboration with cross-functional teams will be essential.