Senior Director, Global Consumer Affairs

Role Summary

The Senior Director, Global Consumer Affairs provides executive leadership and functional governance for the worldwide Consumer Affairs organization. This critical role is responsible for transforming consumer care into a primary catalyst for brand loyalty, strategic product innovation, and consumer retention. The Senior Director establishes a forward-thinking consumer care vision that functions as an insights engine, collecting consumer feedback data from various channels and leveraging AI and data analytics to deliver actionable consumer intelligence directly to internal stakeholders. This role institutionalizes and scales best practices in omnichannel consumer care, ensures Consumer Affairs regulatory compliance and brand risk mitigation globally.

Responsibilities

• Strategic Leadership & Enterprise: Drive strategic alignment across commercial divisions’ objectives to transition the global service function to support business growth and brand equity. Measure and optimize impact from proactive insights and resolutions.

• Global Compliance & Strategic Risk Mitigation: Champion regulatory compliance across global and regional frameworks while deploying data analytics as a proactive Quality tool. Institutionalize key product and regulatory data collection to eliminate liability, mitigate product recalls, and partner with IT to source and scale modern compliance platforms.

• Omnichannel Agility & Consumer Experience Excellence: Architect consumer strategies across all digital and voice touchpoints, including social media, SMS, live chat, and email. Advance channel engagement using data analytics, AI and intelligent automation, ensuring seamless and efficient consumer experiences.

• Consumer Advocacy & Voice of the Consumer (VOC) Insights: Amplify the voice of the consumer across the enterprise by driving optimized usage of first-party data and capabilities translating consumer feedback into actionable intelligence for Marketing, R&D product development and packaging innovation.

• Situational and Reputation Risk Management: Formulate proactive identification matrices for potential reputational risks and establish communication frameworks. Transform company policies into clear messaging.

• Talent Transformation: Develop and implement strategy to evolve contact center Representatives into omnichannel consumer advocates. Develop and grow internal talent and organizational capabilities for the future.

Required Qualifications

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

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

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

  • 10+ years of senior leadership experience managing large, globally distributed, and matrixed teams (both direct and dotted-line reporting).

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

  • Experience overseeing global consumer center contact center platforms. Previous responsibility for 3rd party contact center strategic sourcing, partner selection, contract negotiation, and managing global 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 Affairs data strategy that leverages deep consumer interactivity and drives optimized actions enterprise-wide.

Preferred Qualifications

• MBA or Master’s degree in Business, Data Science, or Consumer Experience Management to support the high-level modeling and analytical demands of the role

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

• Demonstrated expertise in modeling and leveraging data to influence executive decision-making

• Organizational design, talent upskilling, and change management.