Reckitt -
Company: Reckitt –
WebSite: Dubai, United Arab Emirates
Job Description:**Option 1: Focus on concise professionalism**
Reckitt, a global leader in hygiene, health, and nutrition, seeks a highly motivated and experienced Consumer Care Manager to join our Consumer Care team. This pivotal role will contribute to the growth of our product portfolio by ensuring exceptional quality and consumer satisfaction, driving activities from conceptualization to implementation, and fostering a culture of continuous improvement.
**Responsibilities:**
* Develop and execute the regional Consumer Care strategy, aligning with global objectives and local market dynamics.
* Represent consumer interests to senior regional leadership, advocating for improvements and identifying business growth opportunities.
* Collaborate with cross-functional teams (Quality, Safety, Regulatory, Marketing, Supply) to integrate service and support into overall business objectives.
* Lead and develop a team of Consumer Care experts, fostering high performance and a consumer-centric mindset.
* Build team capabilities to manage complexity and navigate cultural nuances.
* Ensure high-performance service delivery across multiple languages, channels, and team models (in-house & outsourced).
* Monitor key performance indicators (KPIs) and implement initiatives for continuous improvement.
* Oversee the call center to ensure compliance with all relevant policies and standards.
* Ensure fulfillment of all vigilance and regulatory requirements, maintaining audit-readiness.
* Regularly review training materials and records to ensure accuracy and relevance. Develop FAQs and conduct product training.
* Collaborate with outsourced contact center team leads to enhance agent responsibilities and development, aiming to reduce attrition.
* Analyze product complaints to identify and resolve issues significantly impacting consumer experience, driving product improvements.
* Proactively identify opportunities to address unmet consumer needs and drive business growth based on consumer feedback.
* Identify emerging trends and collaborate with stakeholders to drive resolution.
* Provide actionable reports to local business units, highlighting issues and opportunities.
* Serve as the primary Consumer Relations (CR) point of contact during crises, collaborating with local and global teams to resolve issues and minimize risks.
**Qualifications:**
* Minimum 7-8 years of progressive Consumer Care experience (FMCG/healthcare preferred).
* Demonstrated ability to translate consumer feedback into actionable recommendations.
* Strong data interpretation, storytelling, and influencing skills.
* Strong commercial acumen.
* Comfortable working across varied cultural, political, and regulatory environments, with an inclusive leadership style.
* Keen interest in self and team development.
* Results-oriented with a proactive approach to challenges.
**Skills for Success:**
Commercial Awareness, Business Partnership, Collaboration, Partnership Building, Ability to Challenge the Status Quo, Propose Improvement, Accountability, Adaptability, R&D, Product Lifecycle Management.
**Benefits:**
Reckitt fosters an inclusive environment and supports employees through various career stages with benefits including employee resource groups, parental benefits, an Employee Assistance Program, life insurance, global share plans, and short-term incentives for eligible roles. Compensation is aligned with a pay-for-performance philosophy.
Reckitt is an equal opportunity employer, valuing potential and experience. All qualified applicants will receive consideration for employment without regard to protected characteristics.
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