Senior Consumer Experience Manager

13 hours ago

Paranaque City, Calabarzon, Philippines beBeeConsumer Full time ₱900,000 - ₱1,200,000
Regional Consumer Care Operations Manager Job Description

This role is responsible for overseeing and managing Regional Consumer Care operational tasks to ensure compliance with established processes and promote operational excellence.

The successful candidate will identify emerging issues and opportunities for improvement in service delivery, adhering to regional and local compliance requirements. They will also coordinate and support regional Quality & Compliance tasks to ensure strong partnership with key business stakeholders.

Key responsibilities include:

  • Providing guidance and recommendations to local contact centers on daily operational activities, based on documented standard procedures and best practices.
  • Deploying new CCC operational procedures or best practices to the APAC Consumer Care team.
  • Representing APAC Consumer Care in global, regional, or local meetings related to CCC Operational Compliance activities.
  • Owning, partnering, and reviewing regional operational procedures, and generating new documents to optimize Consumer Care operations.
  • Closely collaborating with GCC Quality & Compliance, and Training teams to implement programs and tools that continually improve implementation of standard procedures for quality of services to consumers.
  • SUPPORTING internal and external audits/inspection, and necessary post-inspection activities.
  • Spearheading and identifying potential system and process improvements to reduce complexity and workload for local Consumer Care teams.
  • Acting as backup for Consumer Care Market Lead overseeing local contact center operations during long-term leave and/or resource movement.

Requirements
  • Bachelor's degree or equivalent.
  • 4-6 years of Consumer Care Environment experience required.

Skills and Qualifications
  • PASSION for consumers and consumer experience; conviction to deliver Consumer Care as a strategic asset to the organization.
  • Deep understanding of and experience with developing and maintaining contact center solutions as strategic assets for Marketing, Market Research, Sales, Communications as well as Safety and Quality.
  • Strong business acumen with solid business case development and presentation skills.
  • Superior communication skills and ability to advocate for Consumer Care, interacting with leaders at all levels.
  • Ability to shape and secure stakeholder decisions required to achieve business objectives, reconciling commercial agility with GxP requirements.
  • Highly developed leadership and interpersonal skills to ensure desired company culture and achievement of goals.
  • Results-oriented with willingness to take on responsibility and act with initiative, personal ownership, and accountability.
  • Ability to create an environment that fosters learning, growth, risk-taking, and innovation.
  • Ability to adapt and respond quickly to changes in priorities and business conditions.

Working Relationships
  • Internal: All departments/functions that may be in contact with APAC Consumer Care.
  • External: Consumers, Service Providers (e.g., Outsourced Contact Centers, Distributors, Market Research Suppliers), and Regulatory Agencies.

This role requires a mid-senior level professional with full-time employment and supply chain expertise in the Personal Care Product Manufacturing industry.

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