Consumer Relations Specialist

Morris Sinclair is partnering with a global consumer brand to appoint an experienced Consumer Relations Lead to oversee consumer care strategy across the Northern Europe region. This is a high-impact leadership role requiring an individual who thrives under pressure, commands credibility at every level of the business and can confidently take ownership when critical consumer issues arise.

You'll be the person people turn to when the stakes are highest—whether managing a product recall, protecting brand reputation, leading the response to a consumer crisis or coordinating cross-functional teams to deliver the right outcome quickly. Alongside leading complex consumer relations activity, you'll drive continuous improvement across the end-to-end consumer journey, ensuring every interaction strengthens customer loyalty and protects the brand.

This position offers the opportunity to work with senior stakeholders across multiple European markets within a globally recognised organisation where consumer experience sits at the heart of business strategy.

The Opportunity

As Consumer Relations Lead, you'll provide strategic oversight of consumer care operations across Northern Europe while acting as the escalation point for the most complex and business-critical issues. You'll work closely with senior leaders across Quality, Regulatory, Supply Chain, Legal, Corporate Affairs, Marketing and Communications to ensure consumer concerns are managed professionally, consistently and with the brand's reputation firmly protected.

This is a hands-on leadership role requiring someone with a "roll your sleeves up and get it done" mentality who is equally comfortable leading crisis response meetings, engaging with executive stakeholders or identifying opportunities to improve operational performance.

Key Responsibilities

• Lead the Northern Europe consumer relations function, ensuring exceptional consumer experience across multiple markets.
• Take ownership of high-profile and complex consumer escalations, providing clear leadership during sensitive situations.
• Lead consumer response activity during product quality issues, product recalls and other business-critical incidents.
• Protect brand reputation by ensuring consumer communications are accurate, timely, empathetic and aligned with corporate messaging.
• Partner closely with Corporate Communications, PR and Marketing teams on issues with potential media exposure or reputational risk.
• Support the preparation and review of consumer-facing statements, media responses and crisis communications where required.
• Build strong relationships with Quality, Regulatory, Legal, Supply Chain and Commercial teams to deliver coordinated responses during critical events.
• Drive continuous improvement initiatives across the entire consumer journey using consumer insight, operational data and feedback.
• Analyse trends, root causes and emerging risks to proactively improve products, processes and consumer satisfaction.
• Lead regional projects focused on service excellence, operational efficiency and customer experience transformation.
• Develop governance, reporting and best practice across consumer care operations.
• Coach and influence stakeholders across the business, promoting a consumer-first culture throughout the organisation.
• Ensure goodwill policies, complaint handling and consumer processes remain consistent, compliant and commercially appropriate.

About You

We're looking for an experienced Consumer Relations or Consumer Care leader with a proven track record of managing high-profile consumer issues within a large consumer-facing organisation. You'll be someone who naturally takes ownership, remains calm under pressure and is comfortable making decisions that balance consumer outcomes with commercial and reputational risk.

You'll ideally bring:

• Significant experience leading Consumer Relations, Consumer Care or Customer Experience functions within a global consumer brand.
• Extensive crisis management experience, including leading responses to product quality issues, product recalls and reputational incidents.
• Experience working alongside Corporate Communications, Public Relations and senior leadership teams during brand-sensitive situations.
• Strong understanding of reputation management and protecting consumer trust.
• Demonstrable experience managing media-sensitive consumer issues and supporting external communications.
• A deep understanding of the end-to-end consumer journey and how to continuously improve every touchpoint.
• Proven success delivering operational improvements through data, insight and customer feedback.
• Exceptional stakeholder management skills with the ability to influence senior leaders across multiple business functions.
• Outstanding communication skills with confidence presenting to executive audiences and leading cross-functional discussions.
• A calm, decisive and resilient approach with the ability to command a room during high-pressure situations.
• Experience working across international markets would be highly advantageous.
• Fluent English is essential.

What's on Offer

• Fully remote working
• Annual Bonus
• Company Events
• Regular Pay Reviews
• Private Medical
• Opportunity to join a globally recognised consumer brand
• A strategic leadership role with genuine influence across the business
• Exposure to international markets and senior stakeholders
• The opportunity to shape consumer experience, protect brand reputation and lead during critical business events
• Long-term career development within a highly respected global organisation