Director, Consumer Care & Experience (NA)

Colgate-Palmolive; New York (NY); On-site; USD 195,000 - 220,000; Full time

Benefits offered by this job

Relocation assistance within country

Job summary

Colgate-Palmolive is seeking a North America Consumer Care & Experience Director in New York, NY to lead the Consumer Affairs function for NA and drive high-quality consumer interactions. This role focuses on setting strategy, managing contact centers, and leveraging feedback for innovation, with compliance and cross-functional collaboration at the core.

The position requires senior leadership experience, strong data analytics, and a track record of partnering across R&D, marketing, and legal to

Qualifications

• 12+ years of progressive experience in Consumer Affairs or related field.
• 5+ years of senior leadership experience managing complex, matrixed teams.
• Track record of building strategic partnerships with executive leadership and cross-functional partners.
• Experience overseeing consumer contact center platforms and third-party vendor relationships.
• Proficiency in regulatory and data privacy compliance within consumer care.
• Experience designing omnichannel consumer care platforms and integrating consumer insights.
• Experience analyzing data to drive action and improvements.

Responsibilities

• Define CCE objectives, strategy, and roadmap for NA region, aligned to global objectives.
• Lead CCE positioning, reputation, and services to support business growth.
• Be an active member of GCA and leadership teams; drive continuous improvement and AI-enabled automation.
• Supervise all contact centers, set service levels, monitor KPIs, and ensure cost-effectiveness.
• Develop and implement consumer contact service strategy; manage contracts and vendors.
• Ensure compliance with regulatory and privacy requirements; train partners on vigilance practices.
• Lead initiatives to integrate consumer feedback into marketing, R&D, and sales.

Skills

Consumer affairs leadership

Stakeholder management

Regulatory knowledge

Data analysis

Strategic planning

Education

Bachelor’s degree in Business Administration, Marketing, Communications, Data Analytics, or related discipline

Job description

Colgate-Palmolive is seeking a North America Consumer Care & Experience Director in New York, NY to lead the Consumer Affairs function for NA and drive high-quality consumer interactions. This role focuses on setting strategy, managing contact centers, and leveraging feedback for innovation, with compliance and cross-functional collaboration at the core.

The position requires senior leadership experience, strong data analytics, and a track record of partnering across R&D, marketing, and legal to