Consumer Affairs Director

Consumer Affairs Manager / Director

Trilliant Food & Nutrition is a leading, vertically integrated manufacturer of premium coffees and powdered beverages, proudly headquartered in Little Chute, Wisconsin. With a legacy rooted in quality, innovation, and service, Trilliant delivers branded and private label solutions across retail, foodservice, and e-commerce channels. Horseshoe Beverage Company, based in Neenah, WI, is a leading ready-to-drink beverage manufacturer dedicated to delivering an exceptional beverage experience. By combining industry-leading talent, cutting-edge equipment, and a vertically integrated supply chain, we drive innovation and consistently deliver the highest quality products to our customers-first and fast. Our brand portfolio includes Victor Allen's, Dutch Bros beverages and Nurri, our better-for-you protein beverage line. We are passionate about beverages - and about building a team that's just as energized.

Position Overview : The Consumer Affairs Manager / Director is accountable for building, leading, and continuously improving the Trilliant Food Consumer Affairs function. This includes managing consumer interactions, developing a robust complaint handling and trending system, and transforming consumer feedback into actionable insights for business decision-making. This role ensures consumer trust through regulatory-compliant communication, while also supporting brand protection and long-term strategic improvements in product, process, and packaging.

Responsibilities :

• Consumer Program Development
• Design, implement, and manage a comprehensive Consumer Affairs Program that aligns with corporate objectives, regulatory requirements, and industry best practices.
• Establish policies, SOPs, and training modules for consumer contact handling, documentation, escalation, and regulatory reporting.
• Define key program metrics (response time, resolution rate, consumer satisfaction, repeat complaint rate) and drive accountability across teams.
• Data Analytics & Trending
• Develop and oversee systems for capturing, coding, and categorizing consumer feedback across multiple channels.
• Conduct statistical trending and root cause analysis on consumer complaints, identifying emerging risks and recurring issues.
• Create weekly, monthly, and quarterly dashboards to communicate complaint trends, product performance, and consumer sentiment to senior leadership, Operations, R&D, and.

EEO / AA including Vets and Disabled