*Work Setup: *Hybrid * Location: *Makati, Metro Manila, Philippines * Summary:* The* Global Consumer Relations Escalations Supervisor* oversees and manages serious, sensitive, and health-related issues. These may include reports of alleged illness or allergic reactions, threats from media or the FDA, and quality issues, as well as health-related concerns such as bio-engineering, theobromide, and gluten. Resolving these escalated situations requires collaboration with various departments, including Quality & Regulatory Compliance, Product Developers, Nutrition, Legal, Sales, Corporate Communication, and Corporate Security. This role involves close coordination with the third-party contact center and after-hours provider to ensure that escalated and sensitive contacts are handled according to our standard operating procedures. The* Global Consumer Relations Escalations Supervisor*is the subject matter expert (SME) in all serious, escalated, and quality-related cases. As the SME, this individual plays a significant role in developing escalation responses and handling processes to uphold Consumer Response operational standards by adhering to established business rules. He/She is also responsible for reviewing all QA coding reassignment requests and determining if the request meets the reassignment criteria. * Major Duties/Responsibilities:* * _Contact Supervision and Handling_ (50%)* Supervises the handling of escalated contacts, yet personally handles government agency (FDA/CFIA) and law enforcement contacts, allergen in product/line/plant requests, and tampering complaints. Recognizes the urgency and sensitivity behind these situations and works closely with leaders of Quality, Public Relations, Nutrition, Legal, Sales, Corporate Communications, and Security teams to develop necessary resolutions. Using proven experience and knowledge of the business provides direction to contact center supervisors and fellow peers. Researches the details of escalated issues to determine the best course of action. _ *Providing Direction via Digital Knowledgebase*_* (30%)* Updates the digital knowledgebase with response strategies for hot topics. Collects pertinent product information from constituents (e.g., Marketing, Nutrition, and Quality teams) and uploads the information into the digital knowledgebase. * _Coaching and Mentoring_ (10%)* SME – provides ongoing support to outsource providers and internal team members. Acts as the go-to person for internal stakeholders regarding CR handling of quality ingredient, nutritional, allergen, serious, and sensitive issues. Acts as backup for Manager, Global Consumer Relations, and participates in all product recall activities involving consumers. _ *Data Assessment*_* (10%)* Assesses data to determine consumer trends, reviews all QA coding reassignment requests and determines their eligibility for reassignment based on set criteria. * Minimum knowledge, skills and abilities required to successfully perform major duties/responsibilities: * * Proven experience in consumer relations or a similar role, particularly in managing escalations or sensitive consumer issues. * Excellent communication skills, both written and verbal, with the ability to engage effectively across multiple departments. * Strong analytical skills and attention to detail. * Experience working with regulatory compliance and quality assurance teams is highly desirable. * A solid understanding of product development processes, nutrition, and legal considerations in the consumer goods industry. * Ability to work under pressure and manage multiple issues simultaneously. * Ability to make decisions based on company and consumer demands. * Good judgment and has the ability to work independently and in teams. * Flexibility and Organizational skills. * Strong business acumen. * Minimum Education and Experience Requirements* * Education: */Bachelor’s degree required, in Communications or Marketing or a related area/ * Experience:* * Must have at least *10 years *of experience in a related field. * Experience dealing with customers, distributors, consumers, quality, marketing, or sales teams. #LI-AG1