Job Description
The B2C Consumer Experience Executive is responsible for delivering a high-quality experience to consumers across all contact channels, while acting as the voice of the consumer within the organisation. The role manages enquiries, complaints, and feedback, and partners closely with internal teams to resolve issues, identify trends, and drive continuous improvement across products, service, and processes.
Main Responsibilities:
Consumer Support & Case Management
- Manage consumer enquiries, feedback, and complaints across multiple channels (phone, email, social media, webforms, third-party platforms & distributors)
- Provide timely, empathetic, and accurate responses in line with service level agreements (SLAs)
- Investigate and resolve complex cases, including product quality, delivery issues, and service concerns
- Escalate critical or high-risk cases in accordance with internal protocols
Complaint Handling & Quality Interface
- Liaise with Quality, Supply Chain, Manufacturing, and Regulatory teams to investigate product-related complaints
- Ensure accurate documentation of complaints, samples, and corrective actions
- Support root cause analysis and contribute to corrective and preventative actions (CAPA)
- Maintain compliance with food safety, product safety, and regulatory requirements
Consumer Insights & Reporting
- Capture and analyse consumer feedback to identify recurring issues, emerging risks, and improvement opportunities
- Prepare regular reports and dashboards on complaint trends, service performance, and consumer sentiment
- Share insights with relevant stakeholders to inform decision-making across the business
Continuous Improvement
- Identify opportunities to improve consumer journeys, service processes, and response quality
- Contribute to the development and maintenance of knowledge bases, FAQs, and standard operating procedures
- Support system improvements (CRM tools, case management systems, reporting tools)
Brand Advocacy
- Represent the brand consistently and professionally in all consumer interactions
- Act as an internal advocate for the consumer, ensuring consumer perspectives are considered in business decisions
Key Relationships
Internal: Quality, Regulatory, Operations, Marketing & Digital, Sales
External: Consumers, agencies
Skills & Abilities:
- Technical & Professional Skills
- Strong customer service and complaint-handling skills
- Experience using CRM or case management systems
- Ability to analyse data and identify trends
- Clear written and verbal communication skills
- High attention to detail and documentation accuracy
Behavioural Capabilities
- Empathy and resilience when handling sensitive or emotional consumer interactions
- Strong problem-solving and investigation skills
- Ability to manage multiple cases and priorities simultaneously
- Confidence to challenge and escalate when appropriate
- Collaborative mindset with the ability to work cross-functionally
Education & Experience:
- Experience in a consumer services, customer care, or customer experience role (FMCG, retail, or regulated environment preferred)
- Exposure to complaint handling, quality investigations, or regulated products (food, beverage, personal care, household goods) is advantageous
- Tertiary qualification in business, communications, science, or a related field is desirable but not essential
City
Lopen Head
State
Somerset
Location Country
United Kingdom
About ADM
At ADM, we unlock the power of nature to provide access to nutrition worldwide. With industry-advancing innovations, a complete portfolio of ingredients and solutions to meet any taste, and a commitment to sustainability, we give customers an edge in solving the nutritional challenges of today and tomorrow. We’re a global leader in human and animal nutrition and the world’s premier agricultural origination and processing company. Our breadth, depth, insights, facilities and logistical expertise give us unparalleled capabilities to meet needs for food, beverages, health and wellness, and more. From the seed of the idea to the outcome of the solution, we enrich the quality of life the world over. Learn more at www.adm.com.
