.No Relocation Assistance Offered 151634 - Del.Miguel Hidalgo, Mexico City, Mexico**Job Summary**To facilitate the consumer experience for all Colgate-Palmolive brands across primary service channels including contact center, website, and social media by ensuring that all consumer and contact-center facing information is accurate, clear and concise and the consumer contacts are handled.
Also responsible for providing the operational leadership to the Community Management operation, which is under the same contact center infrastructure.
In addition, monitors data daily to support our quality initiatives, to ensure regulatory compliance (pharmaco/cosmetovigilance) and protect and enhance our company reputation to win profitable, long-term consumer relationships.
Moreover, as the "voice of the consumer" this position supports processes to communicate consumer reality that ultimately turn into a competitive advantage to Colgate brands.
**Principal Duties and Responsibilities**- Ensures daily operational excellence of the local contact center and delivery of all performance and service KPIs; - Manage the social media and digital aspects of the operation, including social listening, community management and consumer ratings and reviews.- Partner with Global Consumer Affairs team to conduct compliance checks of vendor operations to ensure they are within global standards & best practices- Deliver training and key issue management learning to vendor- Maintain direct contact with Vendor and ensures CompliancePartner with Vendor to test & deploy new Consumer Affairs capabilities & provide feedback Surface emerging business issues, including social media, and recommends forward action plans to address them- Responsible for ensuring all consumer contacts are handled and brought to completion, including investigation and resolution of product liability cases.
This includes managing the "Consumer Affairs Designee" network and/or fulfillment houses involved in the process of product retrieval/replacement; Leads Consumer Satisfaction initiatives as well as action plans based on the findings; Establishes close relationship with trainer at the Vendor- Responsible for keeping training files accurately maintained, updated according to appropriate training requirementsEnsure all company policies relevant to consumer protection is enforced (i.E