Consumer Care Executive

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Job Title: Consumer Care Executive
Location: Lopen Head, International/Other

Company: Archer Daniels Midland Company (ADM)
Industry Sector: Agribusiness
Industry Type: Input Retail, Cooperative and Related Crop Services
Job Type: Full Time

Job Description: 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.

This role can be based in London or Somerset.

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

#IncludingYou

Diversity, equity, inclusion and belonging are cornerstones of ADM's efforts to continue innovating, driving growth, and delivering outstanding performance. We are committed to attracting and retaining a diverse workforce and create welcoming, truly inclusive work environments - environments that enable every ADM colleague to feel comfortable on the job, make meaningful contributions to our success, and grow their career. We respect and value the unique backgrounds and experiences that each person can bring to ADM because we know that diversity of perspectives makes us better, together.

For more information regarding our efforts to advance Diversity, Equity, Inclusion & Belonging, please visit our website here: Culture, Engagement & Inclusion | ADM.

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Job Post Date: 05/21/26