Senior Consumer Care Manager

We are Reckitt

Home to the world's best loved and trusted hygiene, health, and nutrition brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. We are a global team united by this purpose. Join us in our fight to make access to the highest quality hygiene, wellness, and nourishment a right and not a privilege.

Your responsibilities

Strategic Leadership

• Own & evolve the regional Consumer Care strategy in alignment with global objectives and local market dynamics
• Represent the voice of the consumer at senior regional leadership levels, advocating for improvements and highlighting opportunities to grow the business
• Collaborate widely with cross-functional teams like Quality, Safety, Regulatory, Marketing & Supply, integrating service & support into overall business objectives
• Lead & develop a team of Consumer Care experts, fostering strong performance and a consumer-centric mindset
• Build capability in the teams to manage complexity and navigate cultural nuances
• Navigate a partner-led model in China, providing collaborative leadership and build trust-based relationships
• Influence through credibility and data, operating with agility in a matrixed environment.

Operational Excellence

• Ensure high-performance service delivery across multiple languages, channels and team models (in-house & outsourced)
• Monitor KPIs and identify initiatives to drive continuous improvement
• Oversee the call centre to ensure compliance with all relevant policies & standards
• Ensure all vigilance & regulatory requirements are fulfilled and maintain a state of audit-readiness across the operations
• Regularly review training materials & records to ensure all agent materials are accurate & fit for purpose. Develop FAQ's and conduct product training prior to new launches
• Work with the team leads in outsourced contact centres to enhance agent responsibilities & develop people, with the aim of lowering attrition
• All serious issues are managed effectively, with prompt resolution for the consumer & clear communications to the local business

Voice of Consumer Feedback

• Analyse product complaints to identify the issues with greatest impact on the consumer experience & drive product improvement to resolve these issues
• Proactively seek out opportunities to address unmet consumer needs or identify opportunities for the business to grow, based on consumer feedback
• Promptly identify emerging trends & work with cross-functional stakeholders to drive resolution
• Provide engaging, actionable reports to the local business highlighting these issues and opportunities to safeguard reputation and drive the business forward

Crisis Management & Business Risk

• In the event of a crisis or serious incident, act as the key PoC for CR in the region and work cross-functionally with local and global teams to resolve the issue quickly and minimise the risk of litigation or adverse media exposure
• Protect brand image and reputation at all times with superior consumer care service, timely escalation & regular updates to the business

The experience we're looking for

• Proven track record of progressive Consumer Care experience (FMCG/healthcare preferred)
• Demonstrated ability to translate consumer feedback into actionable recommendations to fix issues, improve experiences or address unmet consumer needs
• Strong data interpretation, storytelling and influencing skills to deliver narratives that resonate with stakeholders at all levels
• Strong commercial acumen and ability to balance experience, efficiency & cost
• Comfortable working across varied cultural, political and regulatory environments, with a flexible and inclusive leadership style
• Experience working in Chinese and Japanese markets is a plus
• Prior call centre operations experience is a plus
• A keen interest in self-development & the development of others

The skills for success

Commercial Awareness, Business Partnership, Collaboration, Partnership building, Ability to challenge the status quo, Propose improvement, Accountability, Adaptability, Collaborator, R&D, Product Lifecycle Management.

What we offer

With inclusion at the heart of everything we do, working alongside our four global Employee Resource Groups, we support our people at every step of their career journey, helping them to succeed in their own individual way. We invest in the wellbeing of our people through parental benefits, an Employee Assistance Program to promote mental health, and life insurance for all employees globally. We have a range of other benefits in line with the local market. Through our global share plans we offer the opportunity to save and share in Reckitt's potential future successes. For eligible roles, we also offer short-term incentives to recognise, appreciate and reward your work for delivering outstanding results. You will be rewarded in line with Reckitt's pay for performance philosophy.

Equality

We recognise that in real life, great people don't always 'tick all the boxes'. That's why we hire for potential as well as experience. Even if you don't meet every point on the job description, if this role and our company feels like a good fit for you, we still want to hear from you. All qualified applicants will receive consideration for employment without regard to age, disability or medical condition; colour, ethnicity, race, citizenship, and national origin; religion, faith; pregnancy, family status and caring responsibilities; sexual orientation; sex, gender identity, gender expression, and transgender identity; protected veteran status; size or any other basis protected by appropriate law.