Global Head of Consumer Affairs & Customer Quality

Ferrara; Chicago (IL); On-site; USD 114,000 - 160,000; Full time

Benefits offered by this job

Annual bonus

Comprehensive benefits

Paid time off

Job summary

Ferrara is seeking a Sr. Manager Consumer Affairs & Customer Quality to lead the global strategy, governance, and performance across brands, customers, and markets.

You will interface between consumers, strategic customers, and Ferrara’s FSQAR organization to ensure effective complaint management, risk identification, and strong relationships. This leadership role requires 10+ years in quality/consumer affairs within a global CPG setting, with travel and in-person collaboration.

Qualifications

• 10+ years of progressive experience in Quality, Consumer Affairs, Customer Quality, Food Safety, or related CPG functions.
• Demonstrated experience managing strategic customers and consumer complaint programs in a complex, multi-site or global organization.
• Strong experience with complaint management, root cause analysis, CAPA, customer escalations, and performance improvement.
• Strong executive communication, business judgment, analytical capability, and cross‑functional influence.
• Experience with CRM, complaint management, and business intelligence platforms preferred.

Responsibilities

• Define and lead the global Consumer Affairs and Customer Quality strategy, standards, processes, and governance.
• Establish consistent requirements for complaint management, customer quality engagement, escalation, investigation, and closure.
• Drive standardization, simplification, and digitalization of consumer and customer quality processes globally.
• Provide global oversight of consumer complaints, inquiries, adverse events, and emerging concerns.
• Partner with Commercial teams to proactively manage customer quality expectations, requirements, and performance.
• Lead significant customer quality escalations, performance reviews, and improvement plans.
• Translate customer requirements into scalable and sustainable operational solutions.
• Establish and monitor global consumer and customer quality KPIs, complaint trends, service levels, and performance expectations.
• Identify systemic and recurring issues by product, brand, customer, facility, geography, and defect type.
• Ensure effective root cause analysis and corrective and preventive action for significant or recurring issues.
• Partner with Manufacturing, R&D, Supply Chain, Food Safety, Regulatory, and Commercial teams to drive measurable improvement.
• Support recalls, withdrawals, crisis events, and other significant consumer or customer matters.
• Provide business leadership for consumer complaint and customer quality systems, analytics, reporting, and data governance.
• Develop insights and early-warning mechanisms to proactively identify emerging risks and opportunities.
• Lead and develop Consumer Affairs, Customer Quality, and external consumer contact center resources.
• Build capability in complaint management, customer engagement, risk assessment, investigation, and escalation.
• Represent Consumer Affairs and Customer Quality within global FSQAR governance and executive business reviews.
• Build strong partnerships across Commercial, Marketing, Operations, R&D, Supply Chain, Legal, Regulatory, and Food Safety.

Skills

Complaint reduction

Customer quality

Escalation responsiveness

CAPA effectiveness

Service level

Insights trends

Quality risks

Actionable insights

Education

Bachelor’s degree in Food Science/Technology or related field

Tools

CRM software

Business Intelligence

Job description

Ferrara is seeking a Sr. Manager Consumer Affairs & Customer Quality to lead the global strategy, governance, and performance across brands, customers, and markets.

You will interface between consumers, strategic customers, and Ferrara’s FSQAR organization to ensure effective complaint management, risk identification, and strong relationships. This leadership role requires 10+ years in quality/consumer affairs within a global CPG setting, with travel and in-person collaboration.