Senior Manager, Consumer Engagement & Insights

Nestlé; Solon (OH); On-site; 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 of Consumer Engagement Services to translate our consumer experience strategy into high-quality execution across traditional, digital, chat, mobile, and AI-enabled channels.

The role partners with Marketing, Quality, Regulatory, and TAG to strengthen brand experience, product quality, and risk management, while overseeing outsourcing partners and analytics. A complex, high-stakes environment rewards enterprise thinking and collaborative leadership.

Qualifications

• Bachelor’s degree in Business Administration, Communications, Marketing, Psychology, or related field; master’s preferred.
• 5+ years of leadership in Consumer Affairs/Engagement or related field; CPG experience preferred.
• Experience managing outsourced service providers, enterprise vendors, SLAs, quality, and financial outcomes.
• Experience leading cross-functional initiatives across Marketing, Quality, Regulatory, IT, and partners.
• Able to manage complex consumer issues in high-pressure contexts.

Responsibilities

• Own the overall consumer engagement strategy across multiple channels and translate priorities into clear plans, governance, and measures.
• Lead Consumer Engagement and Consumer Care operations, including partner performance, service levels, escalations, and financial outcomes.
• Translate consumer interactions into insights and actions; mine data for themes guiding Brand, Quality, and Innovation teams.
• Direct CES analytics to produce recurring insights, trend reporting, and actionable recommendations for stakeholders.
• Lead AI/digital engagement initiatives, expanding omnichannel capabilities and scalable analysis of interactions.

Skills

Leadership

Consumer analytics

Stakeholder management

Vendor management

Crisis management

Change leadership

Communication

Strategic thinking

Education

Bachelor’s degree in related field

Tools

Salesforce Service Cloud

Amazon Connect

Sprinklr

Job description

Nestlé USA is seeking a Senior Manager of Consumer Engagement Services to translate our consumer experience strategy into high-quality execution across traditional, digital, chat, mobile, and AI-enabled channels.

The role partners with Marketing, Quality, Regulatory, and TAG to strengthen brand experience, product quality, and risk management, while overseeing outsourcing partners and analytics. A complex, high-stakes environment rewards enterprise thinking and collaborative leadership.