.Job Summary The Consumer Affairs Jr Manager facilitates the consumer experience for all Colgate-Palmolive brands across traditional and digital channels, and is responsible for ensuring that all consumer and contact-center facing information is accurate, timely and comprehensive transferred, and that all the consumer contacts are properly handled.This role needs to have a clear understanding that we must ensure people have the highest quality interactions and emotional connection with C-P. We must deliver excellent customer care, helping to retain our consumers and maintain/increase their trust in our brands, while being fully compliant with internal and external processes and regulations. In order to achieve this goal, this position needs to be the conduit in providing the information and knowledge to the Contact Center, enabling them to achieve an effortless experience for our Consumers. and protecting and enhancing our company reputation to win profitable, long-term consumer relationships. While managing digital channels, this highly collaborative role involves participating on cross functional teams, developing appropriate and effective Consumer Affairs digital support plans (Spanning Social Media community management, Ratings & Reviews, Whatsapp, etc.). coordinating with both LATAM and Global for rollouts and company initiatives: overseeing, monitoring, responding and reporting the voice of consumers. They also ensure that the Consumer Affairs systems and tools are properly set up for the necessary support (initiating and approving metadata requests, allocating fields, ensuring all data is collected, documented and reported on consistently), and that the consumer experience for new brands, social media profiles, and growth initiatives are planned for and incorporated to the operation. Essential Job Functions / Principal Duties and Responsibilities Lead daily operational excellence of the contact center in order to grant the highest performance and deliver service KPIs, besides ensuring they are within global standards & best practices; Direct overall quality of communications with consumers. This includes reviewing samples of communications received in all touchpoints to determine effectiveness, identify and streamline internal training processes to maximize effectiveness of Service Reps; Create and implement engaging trainings and monitoring the contact center for retention, compliance and reporting on both digital and traditional channels; Responsible for ensuring all consumer contacts are handled and brought to completion, including investigation and resolution of product liability cases
