Consumer Care Manager, MENARP

We are ReckittHome 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.About The RoleWe'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 responsibilitiesOwn & evolve the regional Consumer Care strategy in alignment with global objectives and local market dynamicsRepresent the voice of the consumer at senior regional leadership levels, advocating for improvements and highlighting opportunities to grow the businessCollaborate widely with cross-functional teams like Quality, Safety, Regulatory, Marketing & Supply, integrating service & support into overall business objectivesLead & develop a team of Consumer Care experts, fostering strong performance and a consumer-centric mindsetBuild capability in the teams to manage complexity and navigate cultural nuancesEnsure high-performance service delivery across multiple languages, channels and team models (in-house & outsourced)Monitor KPIs and identify initiatives to drive continuous improvementOversee the call centre to ensure compliance with all relevant policies & standardsEnsure all vigilance & regulatory requirements are fulfilled and maintain a state of audit-readiness across the operationsRegularly review training materials & records to ensure all agent materials are accurate & fit for purpose. Develop FAQ’s and conduct product training prior to new launchesWork with the team leads in outsourced contact centres to enhance agent responsibilities & develop people, with the aim of lowering attritionAnalyse product complaints to identify the issues with greatest impact on the consumer experience & drive product improvement to resolve these issuesProactively seek out opportunities to address unmet consumer needs or identify opportunities for the business to grow, based on consumer feedbackPromptly identify emerging trends & work with cross-functional stakeholders to drive resolutionProvide engaging, actionable reports to the local business highlighting these issues and opportunities to safeguard reputation and drive the business forwardIn 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 exposureThe experience we're looking forProven 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 needsStrong data interpretation, storytelling and influencing skills to deliver narratives that resonate with stakeholders at all levelsStrong commercial acumen and ability to balance experience, efficiency & costComfortable working across varied cultural, political and regulatory environments, with a flexible and inclusive leadership styleA keen interest in self-development & the development of othersResults oriented & a ‘how not if’ approach to challengesThe skills for successCommercial Awareness, Business Partnership, Collaboration, Partnership building, Ability to challenge the status quo, Propose improvement, Accountability, Adaptability, Collaborator, R&D, Product Lifecycle Management.What we offerWith 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.EqualityWe 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.