Consumer Services Manager

We operate a dynamic working model built on trust, choice and balance. Colleagues typically connect in person 3 days per week, as we know the best ideas and relationships grow when we collaborate side by side.

At KP Snacks, every consumer contact matters. This role sits at the heart of how we listen, respond and learn, making sure every complaint or enquiry is handled with empathy, expertise and integrity.

As Consumer Services Manager, you’ll lead our Consumer Services function, setting the standard for safe, compliant and human responses across all channels. You’ll protect consumer trust and brand reputation, while turning insight into action that improves product quality, commercial outcomes and consumer experience.

You’ll lead a team of four colleagues, ensuring the right capability, coverage and development are in place. Working closely with Site Technical teams, Marketing, Sales, Corporate Communications, Legal and senior leaders, you’ll play a vital role in spotting risk early, managing complex issues and shaping how KP Snacks shows up for consumers.

• Proven leadership experience in Consumer Services or Customer Care
  A strong track record of leading teams within a branded FMCG environment, including handling complex or legally sensitive complaints

• Sound technical and regulatory understanding
  Working knowledge of Food Law, Consumer Protection, UK data protection and local authority structures

• Confidence owning systems, insight and budgets
  Experience managing CRM platforms, external partners and budgets, using data to drive smarter decisions and better service

• Excellent communication and influencing skills
  The ability to communicate clearly, credibly and empathically across written, digital and verbal channels, including with senior stakeholders

• A calm, practical and solutions-focused approach
  Comfortable balancing consumer fairness, commercial impact and reputational risk to reach the right outcome

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