Consent Manager

The Consent Manager will manage, maintain, and optimise Wiltshire Farm Food’s Consent and Preference Management (CPM) platform. This new role will ensure that customer consent and preferences are managed in a way that supports both regulatory compliance and customer trust, enabling effective and ethical marketing and communication strategies.

The Consent Manager will work across multiple teams, including Marketing, IT, Customer Relations, Risk and Data & Analytics teams to align consent handling with customer engagement strategies and regulatory requirements. While specific experience with consent platforms is beneficial, an individual with broad experience in business support, system administration, configuration, compliance, or customer data management will be suitable for this role.

Project Implementation Phase:

• Leading the transition to operations (handover from project team to BAU) of apetito’s new Consent and Preference Management platform (Cassie), ensuring that it aligns with business and regulatory needs.
• Test the functionality of the platform to ensure it is working as intended and delivering accurate results.
• Review and validate the data captured during testing to ensure compliance with data protection standards.

Post-Implementation (Business-as-Usual Operations):

• System Maintenance: Ensure the platform operates smoothly by monitoring workflows and resolving any issues promptly. Perform regular checks to ensure customer consent and preferences are accurately captured and maintained. Manage updates to the platform, including changes to consent categories, workflows, or system functionality. Work with the vendor and internal teams to implement improvements that support evolving business needs.
• Training and Support: Provide ongoing training for customer service agents and other users to ensure they understand how to use the platform, and the importance of accurate consent data and compliance with GDPR. Act as the primary point of contact for questions or issues related to the platform’s functionality and importance of accurate consent. Support the marketing team in managing customer preferences for communication channels and ensuring compliance with regulations.
• Compliance and Reporting: Work closely with colleagues managing the ERP system (Microsoft Dynamics NAV), the website (Adobe Commerce Cloud), and the Data Warehouse to ensure data consistency. Create reports on consent trends, opt-ins, opt-outs, and customer preferences to support business decision-making. Liaise with the Data Protection Officer (DPO) to ensure all activities meet regulatory standards. Provide insights to marketing and the Data Protection Officer to help optimise campaigns and ensure data use remains compliant. Provide timely and accurate information to the Data Protection Officer (DPO) to support internal audits and compliance reviews. Assist the DPO in the event of a data incident or breach by supplying relevant consent-related data and supporting investigation efforts. Provide expertise and recommendations on how to use the platform to address new regulatory or business requirements in conjunction with the Data Protection Officer. Assist in expanding the platform’s capabilities to new business units, regions, or channels.

Key Skills And Competencies:

• Experience managing transitions from project implementation to business-as-usual, ensuring smooth adoption.
• Experience in configuring and managing systems, such as customer databases, CRM systems, or marketing tools.
• Ability to work with third parties (including platform vendors) to troubleshoot and resolve system issues.
• Familiarity with GDPR, PECR, or other data privacy regulations and how they apply to customer data is desirable.
• Ability to manage data and workflows with precision, ensuring accuracy and compliance.
• Strong analytical skills to identify inefficiencies in consent management and optimise workflows.
• Strong ability to explain complex processes in simple terms and work with stakeholders across different departments.
• Proactive in identifying and resolving issues to ensure smooth platform operation.
• Ability to collaborate with Marketing, IT, Compliance, and Customer Relations to align consent processes with business needs.
• Ability to interpret consent-related data and generate insights to support business and marketing strategies.
• Ability to liaise with vendors to ensure system functionality, manage updates, and resolve issues in line with business and regulatory requirements.
• Experience coordinating software enhancements, monitoring vendor performance, and ensuring service level agreements are met.
• Strong organisational skills and the ability to manage multiple priorities effectively.

Qualifications:

• Bachelor’s degree or equivalent experience in Business Administration, IT, Data Management, or a related field.
• Certifications in data, project management, CRM systems, or IT and data governance are advantageous.

As a family-owned business, we take great pride in being a company that makes a real difference and is dedicated to creating outstanding meals to be proud of. We develop a range of products designed to enhance health and well-being for all our customers. We are driven by a passion for service and dedicated to feeding some of the UK’s most vulnerable people. We proudly support British food and farming, focusing on using the best ethical and sustainable produce in alignment with our goal to reach Net Zero by 2040. Our ethical standards are recognised by the ETI and we are an accredited Living Wage employer. We embrace inclusion, empowering individuals from diverse backgrounds. Our commitment to making a real difference extends to customers, communities, and staff and we’re on a mission to build an inclusive workplace where everyone reaches their full potential.