Director, Consumer Experience & Strategy

Colgate-Palmolive; City of Rochester (NY); Hybrid; USD 195,000 - 220,000; Full time

Benefits offered by this job

Medical benefits

Dental & Vision coverage

401(k) with company matching

Paid holidays & PTO

Job summary

Colgate-Palmolive is seeking a Director of North America Consumer Care & Experience in New York to lead the strategy, governance and execution of consumer care activities. You will drive high-quality consumer interactions, oversee contact centers (in-house and outsourced), and ensure compliance with regulatory standards while aligning with global CA strategy.

The role requires extensive leadership, strong collaboration with R&D, Legal, and Marketing, and a focus on data-driven improvements

Qualifications

• Bachelor’s degree in business, marketing, communications, data analytics or a related field.
• 12+ years of progressive experience in Consumer Affairs, Consumer Experience or related field.
• 5+ years of senior leadership experience managing matrixed teams.

Responsibilities

• Define CCE objectives, strategy, and road map for the NA division.
• Lead CCE positioning and reputation to support business growth.
• Oversee contact center strategy, governance, and KPI performance.
• Ensure regulatory, privacy, and quality compliance across regions.
• Provide actionable consumer feedback to inform marketing, R&D and legal.

Skills

Strategic leadership

Regulatory compliance

Data analytics

Omnichannel experience

Vendor management

Stakeholder collaboration

Education

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

Job description

Colgate-Palmolive is seeking a Director of North America Consumer Care & Experience in New York to lead the strategy, governance and execution of consumer care activities. You will drive high-quality consumer interactions, oversee contact centers (in-house and outsourced), and ensure compliance with regulatory standards while aligning with global CA strategy.

The role requires extensive leadership, strong collaboration with R&D, Legal, and Marketing, and a focus on data-driven improvements