Vaga de Jr Consumer Affairs Manager
1 vaga: | Publicada em 09/05
- A Combinar
Sobre a vaga
Colgate-Palmolive Company is a caring, innovative growth company that is
reimagining a healthier future for all people, their pets and our planet. Focused
on Oral Care, Personal Care, Home Care and Pet Nutrition, we sell our products in
more than 200 countries and territories under brands such as Colgate, Palmolive,
elmex, hello, meridol, Sorriso, Toms of Maine, EltaMD, Filorga, Irish Spring, PCA
SKIN, Protex, Sanex, Softsoap, Speed Stick, Ajax, Axion, Fabuloso, Soupline and
Suavitel, as well as Hills Pet Nutrition.
We are recognised for our leadership and innovation in promoting sustainability
and community wellbeing, including our achievements in decreasing plastic waste
and promoting recyclability, saving water, conserving natural resources and
improving childrens oral health.
If you want to work for a company that lives by their values, then give your
career a reason to smile and join our global team!
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:
Bachelors 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
Travel Requirements
Expected percentage of travel:
Up to 10%
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.
Our Commitment to Sustainability With the Colgate brand in more homes than any
other, we are presented with great opportunities and new challenges as we work to
integrate sustainability into all aspects of our business and create positive
social impact. We are determined to position ourselves for further growth as we
act on our 2025 Sustainability & Social Impact Strategy.
Our Commitment to Diversity, Equity & Inclusion
Achieving our purpose starts with our people ensuring our workforce represents
the people and communities we serve and creating an environment where our people
feel they belong; where we can be our authentic selves, feel treated with respect
and have the support of leadership to impact the business in a meaningful way.
Equal Opportunity Employer
Colgate is an equal opportunity employer and all qualified applicants will receive
consideration for employment without regard to race, color, religion, gender,
gender identity, sexual orientation, national origin, ethnicity, age, disability,
marital status, veteran status (United States positions), or any other
characteristic protected by law.
Reasonable accommodation during the application process is available for persons
with disabilities. Please contact with the
subject "Accommodation Request" should you require accommodation.
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