Director Consumer Affairs, NAEstablished in 1806 as a small soap and candle business in New York City, Colgate-Palmolive is now a truly global company with products sold in over 200 countries and territories under such internationally recognized brand names as Colgate, Palmolive, Softsoap, Irish Spring, Protex, Sorriso, Kolynos, elmex, Tom's of Maine, Sanex, Ajax, Axion, Soupline, Haci Sakir, Suavitel, PCA SKIN, EltaMD, Filorga and Hello as well as Hill's Science Diet and Hill's Prescription Diet. Colgate-Palmolive is a leading consumer products company that serves hundreds of millions of consumers worldwide with brands and products across four core businesses – Oral Care, Personal Care, Home Care and Pet Nutrition. We are committed to offering products that make lives healthier and more enjoyable, and programs that enrich communities around the world. Every day millions of people trust our products to care for themselves and the ones they love. Our goal is to use our technology to create products that will continue to improve the quality of life for our consumers wherever they live. A career at Colgate-Palmolive is an excellent opportunity if you seek a global experience, constant challenge, and development opportunities in an environment that respects work/life effectiveness. 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
- Contact Center and Service Management
- Compliance and Vigilance
- Consumer Insights and Feedback Integration
- Crisis and Issues Management
- Budget and Personnel
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 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
Compensation and Benefits:
Salary Range $195,000.00 - $220,000.00 USD Pay is determined based on experience, qualifications, and location. Salaried employees may also be eligible for discretionary bonuses, profit-sharing, and long-term incentives for Executive-level roles.
Benefits:
Salaried employees enjoy a comprehensive benefits package, including medical, dental, vision, basic life insurance, paid parental leave, disability coverage, and participation in the 401(k) retirement plan with company matching contributions subject to eligibility requirements. Additional benefits include a minimum of 15 vacation/PTO days (hourly employees receive a minimum of 120 hours) and 13 paid holidays (vacation days are prorated based on the employee's hire date within the calendar year). Paid sick leave is adjusted based on role and location in accordance with local laws. Detailed information regarding paid sick leave entitlements will be provided to employees upon hiring and may be subject to adjustments based on changes in legislation or company policies. Our Commitment to Inclusion Our journey begins with our people—developing strong talent with diverse backgrounds and perspectives to best serve our consumers around the world and fostering an inclusive environment where everyone feels a true sense of belonging. We are dedicated to ensuring that each individual can be their authentic self, is treated with respect, and is empowered by leadership to contribute meaningfully to our business. Equal Opportunity Employer Colgate is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status (United States positions), or any other characteristic protected by law. Reasonable accommodation during the application process is available for persons with disabilities. Please complete this request form should you require accommodation.
