Jr Consumer Affairs Manager

3 semanas atrás

São Paulo SP, Brasil Colgate-Palmolive Tempo inteiro

Job Summary

The Consumer Affairs Jr Manager facilitates the consumer experience for all Colgate-Palmolive brands across traditional and digital channels, and is responsible for ensuring that all consumer and contact-center facing information is accurate, timely and comprehensive transferred, and that all the consumer contacts are properly handled.

This role needs to have a clear understanding that we must ensure people have the highest quality interactions and emotional connection with C-P. We must deliver excellent customer care, helping to retain our consumers and maintain/increase their trust in our brands, while being fully compliant with internal and external processes and regulations. In order to achieve this goal, this position needs to be the conduit in providing the information and knowledge to the Contact Center, enabling them to achieve an effortless experience for our Consumers. and protecting and enhancing our company reputation to win profitable, long-term consumer relationships.

While managing digital channels, this highly collaborative role involves participating on cross functional teams, developing appropriate and effective Consumer Affairs digital support plans (Spanning Social Media community management, Ratings & Reviews, Whatsapp, etc.). coordinating with both LATAM and Global for rollouts and company initiatives: overseeing, monitoring, responding and reporting the voice of consumers. They also ensure that the Consumer Affairs systems and tools are properly set up for the necessary support (initiating and approving metadata requests, allocating fields, ensuring all data is collected, documented and reported on consistently), and that the consumer experience for new brands, social media profiles, and growth initiatives are planned for and incorporated to the operation.

Essential Job Functions / Principal Duties and Responsibilities

  • Lead daily operational excellence of the contact center in order to grant the highest performance and deliver service KPIs, besides ensuring they are within global standards & best practices;
  • Direct overall quality of communications with consumers. This includes reviewing samples of communications received in all touchpoints to determine effectiveness, identify and streamline internal training processes to maximize effectiveness of Service Reps;
  • Create and implement engaging trainings and monitoring the contact center for retention, compliance and reporting on both digital and traditional channels;
  • Responsible for ensuring all consumer contacts are handled and brought to completion, including investigation and resolution of product liability cases. This includes managing the “Consumer Affairs Designee” network and/or fulfillment houses involved in the process of product retrieval/replacement;
  • Act in accordance with Pharmacovigilance procedures, delivering KPIs and ensuring that all contacts received from consumers and the Toxicological Center are timely managed;
  • Develop and Ensure Consumer Affairs Digital Support of new brands and growth initiatives to drive best in class Consumer Experience in all communication channels;
  • Provide and plan for effective Consumer Affairs Digital support, including coordinating tool setup for all Social Media streams, updating social media responses in the brand voice for each initiative and ensure proper handling at the contact center as per latest corporate guidelines;
  • Partner with Brand and IBE teams on specific Brand Voice books and messaging. This will include creating training for consistency, quality control of responses and ensuring differentiation and authenticity
  • Keep up on consumer issues, market activity, competition and products with relevance to C-P businesses, including Social Risk activities and crisis management;
  • Ensure that consumers receive satisfaction surveys, in addition to receiving, analyzing and considering feedback for improvements;
  • Find opportunities to leverage our connection with C-P users to provide insight and information for various business initiatives - i.e. Working with Insights to better understand people's concerns , questions, delights through existing knowledge or eliciting feedback;
  • Ensure that the Data Privacy Policy is complied with in accordance with the LGPD.

Education, Experience, & Skill Requirements

Basic requirements include:

  • Bachelor’s degree in Business or related courses
  • MBA or Extension courses are differentiators
  • Languages: Fluent in English and Portuguese, Intermediate Spanish (Will be evaluated in the interview)
  • Consumer service (B2C) experience required
  • Experience with managing digital channels and social media required
  • Knowledge of quality and satisfaction indicators is required

Applied Knowledge and Skills

  • Leadership
  • People experience oriented
  • Strong attention to detail, ability to bring order to chaotic situations
  • Strong oral and written communications skills, specially in Portuguese
  • Ability to derive salient needs and information in variety of situations
  • Ability to conform to deadlines and strong follow through
  • Organizational skills
  • Problem-solving
  • Relationship building
  • Time management
  • Proactive approach to identifying needs and opportunities
  • Resilience – ability to perform under stressful conditions and bounce back
  • Able to perform well independently
  • Experience with Social Media and Ratings & Reviews monitoring tools
  • Able to create a real connection with the business partners

Distinguishing Characteristics

This role requires strong collaboration skills, excellent communication and writing skills, sound judgment and temperament, strong analytical and decision making skills and experience, and the ability to build and maintain relationships across teams, divisions and Globally. The individual filling this role must be able to quickly understand their job responsibilities in detail, sense how those responsibilities fit into the strategy for the team and then for the larger organization. They will then be tasked to take personal ownership to execute against them. They should be naturally curious about people, empathetic, pragmatic, optimistic, able to work cross functionally and deal well under pressure.

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