Senior Manager, Consumer Engagement & Experience

Nestlé S.A.; Solon (OH); Hybrid; USD 120,000 - 170,000; Full time

Benefits offered by this job

401k with company match

Healthcare coverage

Performance-based incentives

Job summary

Nestlé USA is seeking a Senior Manager, Consumer Engagement Services to translate the consumer experience strategy into consistent execution across traditional, digital, social, chat, mobile, and AI-enabled channels. You will shape how Voice of the Consumer informs brand experience, quality, and risk management, partnering with Marketing, Quality, Regulatory, and other teams.

The role requires enterprise mindset, strong execution, vendor influence, and ability to lead through influence in a

Qualifications

• Bachelor’s degree required; Master’s degree preferred.
• 5+ years of leadership experience in Consumer Affairs/Engagement or related field.
• Experience managing outsourced service providers and vendor performance.
• Experience with CRM and contact-center platforms; familiarity with Salesforce, Sprinklr is preferred.

Responsibilities

• Own the overall consumer engagement strategy and establish capability to turn interactions into actionable intelligence.
• Lead Consumer Engagement and Consumer Care operations across phone, email, chat, social, and other channels.
• Voice of the Consumer: mine interactions, identify themes, and connect signals with data sources.
• Lead analysts in translating contact data into recurring insights and recommendations.
• Lead AI/digital engagement initiatives and omni-channel expansion.
• Ensure CES practices meet quality, governance, and compliance standards.
• Manage executive escalations and provide calm leadership during crises.
• Partner with global CES leaders to shape standards and platforms.

Skills

Leadership experience

Consumer experience

Vendor management

Cross-functional collaboration

Data analytics

Education

Bachelor’s degree

Master’s degree preferred

Tools

Salesforce Service Cloud

Amazon Connect

Sprinklr

Job description

Nestlé USA is seeking a Senior Manager, Consumer Engagement Services to translate the consumer experience strategy into consistent execution across traditional, digital, social, chat, mobile, and AI-enabled channels. You will shape how Voice of the Consumer informs brand experience, quality, and risk management, partnering with Marketing, Quality, Regulatory, and other teams.

The role requires enterprise mindset, strong execution, vendor influence, and ability to lead through influence in a