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Consumer Relations Manager

Want to put the customer front and centre? As Consumer Relations Manager you’ll have the freedom to make sure customers expect – and receive – the highest standards. In every country.

 

Our customers are at the heart of everything we do. Leading the region in all consumer interactions and building positive relations, you’ll build a culture of high quality and continuous improvement. You’ll protect our reputation, mitigate risks and manage complaints positively and constructively. You’ll drive vigilance, identifying trends and leading the resolution of any issues. Ultimately, you’ll keep our customers – and our business – safe.

 

Consumer Relations Manager

Warszawa, Mazovia Province

 

As Consumer Relations Manager will be responsible for providing Consumer Relations leadership and direction to the Region of Central Easetern Europe, RICS and Turkey (PL&EE, Turkey, Russia, Ukraine and CCAR). Ensuring that all consumer feedback for Reckitt (Health, Hygiene, Nutrition) products is managed in an efficient and effective manner.

Key Responsibilities:

  • Ensure all serious consumer issues are managed appropriately and resolved in an effective manner
  • Conduct regular appraisals of the consumer contact centres activities, within the region, to ensure the needs are fully maintained to Reckitt expectations
  • Ensure emerging issues and trends are identified and reported to the business
  • Responsible for accurate, timely and appropriate issue feedback and reporting to the business
  • Key input to all new artwork approval
  • Maintain professional relationship with all governing bodies
  • Control all litigation, serious issue and compensation claims
  • Deliver pragmatic solutions that protect brands and revenues
  • Provide adequate update training documentation and details for: New product releases / Product changes / Artwork changes / New Television Copy / Promotions and competitions / Delisting of products / PSDS, MSDS to the contact centre when required
  • Manage the quality of consumer feedback entries into system
  • Identify and implement continuous improvement opportunities/projects within the regions consumer relations contact centres
  • Identify and initiate CR value added opportunities within the Regions Contact Centre

Requirements:

  • Excellent communication skills both verbal and written
  • Previous experience within consumer affairs or customer service environment
  • Database reporting and trend analyse abilities.
  • Conflict resolution experience
  • People Management skills
  • Be able to demonstrate strong time management skills in order to organise and prioritise
  • Ability to communicate with all business levels and stakeholders
  • PV management experience preferred
  • Able to access, and prioritise communications to healthcare professionals
  • Good knowledge of consumer rights and legislation
  • Ability to deal with consumer complaints in a professional manner
  • Have excellent reporting and trend analyse skills

You'll love it because...

…you’ll have the freedom to make a difference. You’ll put your own ideas into practice. The products you help us get out there will allow people to live healthier lives and have happier homes. And our dynamic, ownership-driven culture will bring the very best out of you, every day.

Equality

All qualified applicants will receive consideration for employment without regard to age, disability or medical condition; colour, ethnicity, race, citizenship, and national origin; religion; 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. 


Job Segment: Medical, Nutrition, Healthcare

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