Sr. Manager, Consumer Affairs

At Ferrara, Ferrero, Fox's Burton's, and The Fine Biscuits Company, we're loved by people of all generations for the joy we bring—and that joy is crafted by our people. Join us and explore a whole world to discover, where your passion will find its place.

Today, Ferrara is the #1 sugar confectioner in the U.S, with global sales in more than 40 countries. Ferrara boasts a passionate team of over 9,000 employees around the world who deliver and create hundreds of iconic and beloved products.

In the U.S., more than 67 million households annually enjoy our popular brands like NERDS®, Brach's®, Jelly Belly®, SweeTARTS®, Laffy Taffy®, and Trolli®. In Brazil, Dori has become a household name with snacking products that include brands such as Dori, Gomets, Pettiz, and Yogurte 100. And, in France, Carambar & Co have earned generations of loyal customers through the timeless appeal of iconic candy and chocolate brands such as Carambar, Lutti, Krema, Poulain, Vichy and Terry's.

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.

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.

• 20% travel to facilities within the network
• Must have valid passport

• 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.
• 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.

• 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.

• Establish and monitor global consumer and customer quality KPIs, complaint trends, service levels, and performance expectations.
• Identify systematic 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…