Global Senior Manager, Consumer Affairs & Quality

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

Benefits offered by this job

Annual bonus

Paid time off

Benefits package

Job summary

Ferrara is seeking a Sr. Manager Consumer Affairs & Customer Quality to lead global consumer affairs, oversee customer quality strategy, and drive proactive risk management across brands, customers, and markets.

You will translate consumer insights into improvements that strengthen quality, protect continuity, and support sustainable growth, with travel and cross-functional leadership responsibilities.

Qualifications

• 10+ years in Quality, Consumer Affairs, or related CPG functions.
• Experience with strategic customers and consumer complaint programs.
• Strong root cause analysis and CAPA experience.
• Executive communication, analytical thinking, cross-functional influence.
• CRM, complaint management, and BI platforms helpful.

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.
• Ensure significant food safety, quality, regulatory, reputational, or business risks are promptly identified and escalated.
• Establish standards for timely, accurate, empathetic, and brand-appropriate consumer communication.
• Translate consumer complaint trends into actionable improvement priorities.

Skills

Consumer complaint reduction

Strategic customer quality

Customer escalation responsiveness

Complaint investigation & closure

Quality insights & trends

Risk identification

Actionable consumer insights

Education

Bachelor’s degree in Food Science or related field

Tools

CRM

Business intelligence platforms

Job description

Ferrara is seeking a Sr. Manager Consumer Affairs & Customer Quality to lead global consumer affairs, oversee customer quality strategy, and drive proactive risk management across brands, customers, and markets.

You will translate consumer insights into improvements that strengthen quality, protect continuity, and support sustainable growth, with travel and cross-functional leadership responsibilities.