Website Reckitt
Every day, in everything we do, our purpose is to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. And we have a fight on our hands. A fight to make access to the highest quality hygiene, wellness and nourishment a right and not a privilege.
Consumer Care Manager, MENARP
We are Reckitt
About the role
We’re in search of a Consumer Care Manager to join the Reckitt Consumer Care team, where innovation and science converge to make a real-world impact. You’ll contribute to the growth of our trusted product portfolio, ensuring the highest standards of quality & consumer satisfaction. Your expertise will drive activities from concept to execution, fostering an environment of continuous improvement. If you thrive in a dynamic atmosphere and are looking for a role where your actions directly contribute to the company’s success, we would love to see your application.
Your responsibilities
- 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
- 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
- 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
- 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
The experience we’re looking for
The skills for success
Proven track record of progressive Consumer Care experience – Min 7-8 years (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
A keen interest in self-development & the development of others
Results oriented & a ‘how not if’ approach to challenges