Customer Care

Job Purpose/Overview The role of Consumer Care is to protect and build the company & our brands reputation while leveraging insights from our consumer interactions that keep us relevant. This position serves to: • Ensure that our global Contact Center partner is equipped to effectively manage conversations with our consumers. • Ensure that the voice of the consumer is heard and acted on by the business to improve the consumer experience. • Support regional ways of working, while providing local consumer expertise. Key Responsibilities • Oversight of contact center services using standardized reporting templates to track operational performance (hygiene factor) and providing frontline support when required. • Conduit of information to Contact Center for market activities. • Feedback of Contact Center generated insight into local market stakeholders. • Oversight of knowledge content for market to ensure accuracy and consistency. • Activate and manage Crisis support with Contact Center for local issues. • Use universal reporting templates to deliver local market insights each period and proactively leverage contact Center resources in case of specific local market reporting needs. • First point of escalation for any local market support requests from the Contact Center. • Responsible for local ways of working governance to include preparation for and management of any internal and LRQA audits. • Local market stakeholder engagement. • Manage local market consumer care administration e.g. budget management, raising FOs, ordering samples, reimbursement management. • Support ad hoc projects that impact local market ways of working. • Support the European Consumer Care Leader to develop regional ways of working, launch key initiatives/projects and to cover during absence. Context and Scope With a dotted line into the SE Corporate Affairs team, this role sits under Regional Consumer Care to ensure that we meet the needs and expectations of our local consumers and business stakeholders across all our businesses including Food, Confectionary & Pet. This includes but isn’t limited to ensuring local adherence to globally standardized ways of working, ownership of any specific processes, managing adhoc reporting requests, Stakeholder Management. You will use your consumer expertise and understanding of customer service to collaborate with Regional Consumer Care Lead and Consumer Care market peers to share best practices and ensure that we continuously improve our service to local consumers. You will build strong relationships with key functional partners in Q&FS and Marketing to drive a local culture of consumer centricity. As part of a global team, some flexibility is needed to occasionally join calls outside of standard working hours and during crisis.

Location: es, ES

Posted Date: 2/5/2025