The North America Consumer Care & Experience Director is responsible for the quality and effectiveness of the Consumer Affairs function for the North America division. This includes:

• Developing and implementing the North America Consumer Care & Experience (CCE) Strategy and Vision in alignment with company and Global CA Strategy and Visions.

• Ensuring that consumers have the highest quality interactions with the company by setting appropriate service levels and standards for quality, and by ensuring all appropriate channels are managed and maintained to standard.

• Complying with all applicable regulatory and legal standards and practices.

• Using the voice of consumer feedback to proactively eliminate known issues, build predictive intelligence for innovation and uncover “human truths” and moments that matter.

• Contributing to all commercial initiatives with the appropriate programs and support.

• Manage CP reputation as it relates to public consumer comments, communications with CP executives, Board of Directors, the Better Business Bureau or other governmental or regulatory agencies.

• Essential Job Functions

The most important tasks, duties, responsibilities, and key accountabilities of this position are:

• Strategy and Leadership

  • Define key CCE objectives, strategy, and road map to deliver business-building and image-enhancing interaction with consumers, aligned to Global Consumer Affairs (GCA) objectives, for the North America division.

  • Leads CCE positioning and overall reputation of CCE, its services, expertise, and abilities to support business growth.

  • Is an active member of the GCA and DTC & Consumer Engagement Leadership Team.

  • Drives continuous improvement in ways of working, enhancing low effort experiences for both the consumer and contact center representative by leveraging AI for automation.

• Contact Center and Service Management

  • Supervise the management of all contact centers, including any in-house and outsourced operations. Tracks and is accountable for all performance KPIs.

  • Develop and implement consumer contact service strategy and ensure program/coverage across the division that delivers best-in-class consumer experience and cost-effectiveness.

  • Supervise the management of Contact Center contracts and other service providers, including regular review of contracts and co-ordination of contract renegotiation.

  • Regularly monitor Key Performance Indicators and launch service improvement programs to excel contact center performance.

  • Manage relationships with all service providers.

• Compliance and Vigilance

  • Comply with all Regulatory, legal, and corporate requirements, including consumer privacy, records retention, adverse event and quality complaint handling, security, and training.

  • Organize training of appropriate cross functional partners to ensure they are up to date with Vigilance and Data Protection requirements and how these translate into CA practice and procedures.

  • Ensure management of handling, recording, monitoring, and reporting of all adverse reactions to our products and product complaints as required by various laws, Colgate policies, and Colgate SOPs.

  • Development and maintenance of Divisional SOPs where required, ensuring alignment with GCA SOPs.

  • Provide support and guidance for internal and external audits as needed.

• Consumer Insights and Feedback Integration

  • Provide actionable voice of consumer feedback to the organization in the most effective manner. Recipients of this feedback include: Consumer Insights, division and country marketing, CIC, R&D, QA, Legal and Regulatory.

  • Focus on proactively eliminating known issues, building predictive intelligence for innovation and uncovering “human truths” and moments that matter.

  • Function as expert in consumer engagement, ensuring integration of consumer insights for appropriate action and planning.

  • Drive the integration of consumer feedback into division marketing teams and their initiatives, Consumer Insight and Research & Development (R&D), Customer Development (Sales) and, when necessary to Legal or Global Communications.

  • Conduct Consumer Satisfaction studies and implement improvements.

• Crisis and Issues Management

  • Manage crises and special/sensitive situations effectively – identify issues, develop response/Q&As, consumer support programs, report status, etc. Ensure appropriate approvals are obtained.

  • Manage escalated and serious communications and possible situation alerts.

• Budget and Personnel

  • Develop and manage and oversee the CCE budget.

  • Manage division and local CA personnel and individuals that have Consumer Affairs accountabilities. Provide direction, coaching, feedback, and development.

  • Dotted line and direct line responsibility for Subsidiary Consumer Affairs staff: KPI Definitions and delivery of key performance indicators (KPIs), training, guidance, and support.

Required Qualifications:

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

• 12+ years of progressive experience in Consumer Affairs, Consumer Experience, Consumer Insights, or a closely related field.

  • Progressive leadership experience within highly regulated Consumer Packaged Goods (CPG) organizations or pharmaceutical industry

  • 5+ years of senior leadership experience managing complex, matrixed teams (both internal & external).

  • Track record of building strategic partnerships with Executive Leadership, R&D, Quality, Legal, Regulatory, and Marketing to leverage consumer insights into action

  • Experience overseeing consumer contact center platforms.

  • Previous responsibility for 3rd party contact center strategic sourcing, partner selection, contract negotiation, and managing vendor KPIs/SLAs.

  • Proficiency in regulatory (e.g FDA) and data privacy compliance (e.g., GDPR, CCPA/CPRA) within the consumer care ecosystem.

  • Experience and ability to develop Consumer Care data and system strategy that leverages deep consumer interactivity and drives optimized actions enterprise-wide.

• Experience designing and deploying modern, omnichannel contact center platforms that maintain seamless, end-to-end consumer context across voice, digital, and social media channels

• Experience analyzing and interpreting data

Preferred Qualifications:

• Outstanding communication and collaboration skills.
• Organizational design, talent upskilling, and change management