Grupo Boticário

Reputational Channels Manager

Grupo Boticário

full-time

Posted on:

Location Type: Remote

Location: Brasil

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About the role

  • Manage GB's reputational and sensitive channels from both consumer and franchisee perspectives, ensuring the reputation of GB's owned brands and the GB group.
  • Manage legal channels to ensure the necessary information for defending cases raised by consumers and/or resellers.
  • Work with franchisees to resolve issues affecting GB's reputation arising from resellers and consumers.
  • Manage crises that may involve sensitive channels such as Reclame Aqui, Consumidor.gov, Procon, Proteste, and the Ombudsman.
  • Drive customer delight and initiatives to reverse negative consumer sentiment, improving the metric: 'would do business again with GB brands.'
  • Collaborate with Information Security, Compliance, and Legal teams on matters involving potential fraud.
  • Ensure feedback loops on cosmetovigilance/quality-related issues with the responsible teams.
  • Ensure implementation of court orders in the RE registration (use of credits, bonuses, products, etc.).

Requirements

  • Bachelor's degree preferred in Business Administration or related business courses.
  • Extensive experience in Customer Service, CEx (Customer Experience), Customer Success, with specialization in Data and Reputational Channels (Reclame Aqui, Consumidor.gov, Procon).
  • Proven experience managing internal and external people/teams (BPO).
  • Experience with proven projects involving AI and data-driven processes will be a plus.
Benefits
  • Here, your health is a priority
  • Medical and dental plans
  • Medication assistance
  • Health voucher for family members
  • Free psychotherapy sessions
  • Telemedicine and second medical opinion
  • Free flu vaccination
  • Health care programs
  • Meal voucher or local restaurant (depending on work model)
  • Food allowance
  • Holiday (Christmas) food allowance
  • Gym and fitness studio memberships
  • Home office allowance (hybrid and remote work models)
  • Pet health plan
  • Birthday day off
  • Up to 40% discount on our products
  • Employee perks (partnerships and discounts — multi-brand store, TotalPass gym access, courses and more!)
  • Travel and accommodation program
  • Childcare assistance
  • Child nutrition credit
  • Babysitting (nanny) assistance
  • School supplies assistance
  • Legal, psychological and social counseling
  • Support for non-traditional parents
  • Extended parental leave (180 days for mothers and 120 days for fathers)
  • Transportation voucher and parking (hybrid and on-site models)
  • Life insurance
  • Support in the event of a parent's passing
  • Private pension plan
  • Payroll-deductible loans
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer ServiceCustomer ExperienceCustomer SuccessData-driven processesCrisis managementReputational channels management
Soft Skills
CollaborationProblem-solvingCommunicationTeam managementCustomer delight
Certifications
Bachelor's degree in Business Administration