This job is closed
Applications are no longer available for this announcement. Explore current related opportunities below.
Job description
Work Location: Chicago
Due to the highly interactive and team-based nature of this role, in-person attendance for most of the workweek (i.e., 3 days or more) is essential for: effective communication including during in-person meetings, strong supervision, real-time problem-solving, and participation in cross-functional initiatives.
Want to make an impact?
The Sr. Manager Consumer Affairs & Customer Quality is responsible for leading Ferrara’s global consumer affairs and customer quality strategy, governance, and performance across brands, customers, and markets.
This role serves as the global interface between consumers, strategic customers, and Ferrara’s Food Safety, Quality & Regulatory organization, ensuring consistent complaint management, proactive risk identification, strong customer relationships, and effective resolution of quality issues. The Sr. Manager translates consumer and customer insights into actionable improvements that strengthen product quality, protect business continuity, enhance trust, and support sustainable growth.
Travel Requirement
20% travel to facilities within the network
Must have valid passport
Ways you will make a difference
Global Strategy & Governance
Define and lead the global Consumer Affairs and Customer Quality strategy, standards, processes, and governance.
Establish consistent requirements for complaint management, customer quality engagement, escalation, investigation, and closure.
Drive standardization, simplification, and digitalization of consumer and customer quality processes globally.
Consumer Affairs
Provide global oversight of consumer complaints, inquiries, adverse events, and emerging concerns.
Ensure significant food safety, quality, regulatory, reputational, or business risks are promptly identified and escalated.
Establish standards for timely, accurate, empathetic, and brand-appropriate consumer communication.
Translate consumer complaint trends into actionable improvement priorities.
Customer Quality
Serve as the senior quality interface for strategic customers and key accounts.
Partner with Commercial teams to proactively manage customer quality expectations, requirements, and performance.
Lead significant customer quality escalations, performance reviews, and improvement plans.
Translate customer requirements into scalable and sustainable operational solutions.
Performance, Risk & Continuous Improvement
Establish and monitor global consumer and customer quality KPIs, complaint trends, service levels, and performance expectations.
Identify systemic and recurring issues by product, brand, customer, facility, geography, and defect type.
Ensure effective root cause analysis and corrective and preventive action for significant or recurring issues.
Partner with Manufacturing, R&D, Supply Chain, Food Safety, Regulatory, and Commercial teams to drive measurable improvement.
Support recalls, withdrawals, crisis events, and other significant consumer or customer matters.
Systems & Insights
Provide business leadership for consumer complaint and customer quality systems, analytics, reporting, and data governance.
Ensure consistent coding, data quality, and integration with broader FSQAR and business intelligence platforms.
Develop insights and early-warning mechanisms to proactively identify emerging risks and opportunities.
Leadership & Collaboration
Lead and develop Consumer Affairs, Customer Quality, and external consumer contact center resources.
Build capability in complaint management, customer engagement, risk assessment, investigation, and escalation.
Represent Consumer Affairs and Customer Quality within global FSQAR governance and executive business reviews.
Build strong partnerships across Commercial, Marketing, Operations, R&D, Supply Chain, Legal, Regulatory, and Food Safety.
Skills that will make you successful
Consumer complaint reduction and recurrence
Strategic customer quality performance
Customer and consumer escalation responsiveness
Complaint investigation and closure performance
CAPA effectiveness
Customer service level performance
Consumer and customer satisfaction trends
Identification of emerging quality risks
Quality and actionability of consumer and customer insights
Experiences that will support your success
Bachelor’s degree in Food Science, Food Technology or related field
10+ years of progressive experience in Quality, Consumer Affairs, Customer Quality, Food Safety, Regulatory, or related CPG functions.
Demonstrated experience managing strategic customers and consumer complaint programs in a complex, multi-site or global organization.
Strong experience with complaint management, root cause analysis, CAPA, customer escalations, and performance improvement.
Strong executive communication, business judgment, analytical capability, and cross‑functional influence.
Experience with CRM, complaint management, and business intelligence platforms preferred.
What We Offer
At Ferrara, we're proud to support our employees with comprehensive benefits that enhance health, financial wellness, and include paid time off (PTO). Eligible employees may also receive an annual bonus based on company performance. Learn more about our benefits at
Compensation
The salary range for this role is $114,450 - $160,230 annually.
#J-18808-Ljbffr
Worksite address
chicago, IL, 60290, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.