Reckitt

Consumer Care Manager

Reckitt

full-time

Posted on:

Location Type: Hybrid

Location: Warszawa • 🇵🇱 Poland

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Job Level

Mid-LevelSenior

About the role

  • Manage call center operations across assigned markets (Poland, Baltics, Czechia, Slovakia, Ukraine, Turkey, SEE)
  • Monitor and analyze key performance indicators (Service Level, Abandon Rate, CSAT, open/closed cases)
  • Participate in weekly operational meetings and monthly business reviews (MBR) with call centers
  • Support call centers in preparing consumer responses and delivering training materials
  • Collaborate closely with cross-functional teams (Quality, R&D, Marketing, Regulatory, Legal, Sales)
  • Represent Consumer Care during internal and external audits for selected markets
  • Act as global brand champion for one PowerBrand, working with global teams (R&D, Quality, Category, Marketing) and preparing quarterly reports
  • Prepare consumer contact reports for markets and product categories
  • Manage in-house team and coordinate with outsourced teams
  • Identify trends and detect potential complaints, quality issues, and escalation risks (including social media and legal matters)

Requirements

  • 5+ years of experience in Consumer Care, preferably in FMCG or Pharma
  • Strong knowledge of consumer rights and compliance requirements (PV, data privacy)
  • Experience managing call center operations and KPIs
  • Excellent interpersonal and communication skills; ability to build relationships and network internally
  • Proven ability to lead teams and manage cross-functional collaboration
  • Strong analytical and reporting skills; ability to identify trends and risks early
  • IT skills: MO365, Salesforce, PowerBI
  • Fluency in English and Polish - min. B2 level
  • Flexibility to travel occasionally
Benefits
  • Parental benefits
  • Employee Assistance Program
  • Life insurance for all employees globally
  • Opportunities to save and share in Reckitt's potential future successes
  • Short-term incentives to recognize and reward outstanding results

Applicant Tracking System Keywords

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

Hard skills
call center operationskey performance indicatorsconsumer rightscompliance requirementsdata privacyanalytical skillsreporting skillstrend identificationrisk management
Soft skills
interpersonal skillscommunication skillsrelationship buildingteam leadershipcross-functional collaborationflexibility