Store Assistant Manager overseeing shop operations and creating great shopping experiences. Coordinating daily business with support from the Shop Manager and leading a motivated team.
About the role
- Consumer Care Manager leading call center operations across various markets for Reckitt. Driving performance and ensuring compliance while enhancing consumer experience and brand reputation.
Responsibilities
- Manage call center operations across assigned markets (Poland, Baltics, Czechia, Slovakia, Ukraine, Turkey, SEE)
- Monitor and analyze key performance indicators (Service Level, Abandon Rate, CSAT, open/closed cases)
- Participate in weekly operational meetings and monthly business reviews (MBR) with call centers
- Support call centers in preparing consumer responses and delivering training materials
- Collaborate closely with cross-functional teams (Quality, R&D, Marketing, Regulatory, Legal, Sales)
- Represent Consumer Care during internal and external audits for selected markets
- Act as global brand champion for one PowerBrand, working with global teams (R&D, Quality, Category, Marketing) and preparing quarterly reports
- Prepare consumer contact reports for markets and product categories
- Manage in-house team and coordinate with outsourced teams
- Identify trends and detect potential complaints, quality issues, and escalation risks (including social media and legal matters)
Requirements
- 5+ years of experience in Consumer Care, preferably in FMCG or Pharma
- Strong knowledge of consumer rights and compliance requirements (PV, data privacy)
- Experience managing call center operations and KPIs
- Excellent interpersonal and communication skills; ability to build relationships and network internally
- Proven ability to lead teams and manage cross-functional collaboration
- Strong analytical and reporting skills; ability to identify trends and risks early
- IT skills: MO365, Salesforce, PowerBI
- Fluency in English and Polish - min. B2 level
- Flexibility to travel occasionally
Benefits
- Parental benefits
- Employee Assistance Program
- Life insurance for all employees globally
- Opportunities to save and share in Reckitt's potential future successes
- Short-term incentives to recognize and reward outstanding results
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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