Consumer Affairs Manager

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Consumer Affairs Manager, UK Wide, Work at Home, UK, GB

Client:

Foundever

Location:

UK Wide, Work at Home, UK, GB, United Kingdom

Job Category:

Other

EU Work Permit Required:

Yes

Job Reference:

398431

Job Views:

4

Posted:

18.04.2025

Expiry Date:

02.06.2025

Job Description:

Go Further with Foundever

Looking for more than just a job? At Foundever, we believe in creating memorable experiences – not just for our customers, but for every single person who works with us. We’re not just about delivering great customer interactions; we’re about helping people build careers, develop skills, and feel part of a team that values them.

As a global leader in customer experience (CX), we work with some of the world’s biggest brands to create 9 million customer interactions every day. Our 150,000+ team members across 45 countries are the heart of our success, driven by our values, award-winning culture, and commitment to personal growth.

The Opportunity at a glance

As a Consumer Services Manager, working on behalf of our client within the beauty and personal care sector, you will ensure that communications with consumers meet regulatory and policy requirements while handling escalated, high-level product and formulation queries. You’ll lead cross-functional improvements and develop best practices for SOPs, policies, and procedures.

Key Responsibilities

1. Develop, maintain, and share Standard Operating Procedures (SOPs), policies, and procedures in collaboration with Regulatory, Quality, R&D, and Manufacturing.
2. Ensure documentation is regularly updated and compliant with local/global regulations.
3. Source, document, and deliver responses to consumer, media, and authority requests (including ingredient purposes, usage, and formulation details).
4. Act quickly on product quality incidents, leading interdepartmental teams to craft message content and provide appropriate training.
5. Maintain and present global training decks (both face-to-face and online), ensuring outsourced contact centre trainers are fully equipped.
6. Oversee the knowledge base (agent-assist and consumer-facing content) with support teams.
7. Engage with brand marketing teams to translate product features and benefits into training materials for frontline agents.
8. Identify and implement improvements to SOPs and departmental policies.
9. Stay ahead of evolving global regulations, revising SOPs as necessary.
10. Use complaint data to propose product improvements to senior R&D and Quality leaders.

Your Profile & Experience

1. Bachelor's degree in Chemistry, Business, or related field.
2. 3–5 years’ management experience in Consumer Affairs, Corporate Affairs, or Quality within the beauty or personal care industry.
3. Strong understanding of cosmetic product formulation and manufacturing processes.
4. Excellent communication skills with the ability to simplify technical content.
5. Advanced skills in PowerPoint, Excel, Power BI, Word, and SAP.
6. Proven experience managing cross-functional relationships and projects independently.

Apply Now

This is a rare opportunity to combine scientific understanding, consumer insight, and operational leadership in a dynamic and evolving industry. You'll work on a global scale and have a direct impact on how consumers experience our products.

Apply today to help shape the future of beauty consumer care.

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