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    Manager, Social Performance - Ajax, ON, Canada - Colgate

    Colgate
    Colgate Ajax, ON, Canada

    3 weeks ago

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    Description
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    Established in 1806 as a small soap and candle business in New York City, Colgate-Palmolive is now a truly global company with products sold in over 200 countries and territories under such internationally recognised brand names as Colgate, Palmolive, Softsoap, Irish Spring, Protex, Sorriso, Kolynos, elmex, Tom's of Maine, Sanex, Ajax, Axion, Soupline, Haci Sakir, Suavitel, PCA SKIN, EltaMD, Filorga and Hello as well as Hill's Science Diet and Hill's Prescription Diet.

    Colgate-Palmolive is a leading consumer products company that serves hundreds of millions of consumers worldwide with brands and products across four core businesses – Oral Care, Personal Care, Home Care and Pet Nutrition.

    We are committed to offering products that make lives healthier and more enjoyable, and programmes that enrich communities around the world.

    Our goal is to use our technology to create products that will continue to improve the quality of life for our consumers wherever they live.

    No Relocation Assistance Offered
    # Colgate-Palmolive Company is a caring, innovative growth company that is reimagining a healthier future for all people, their pets and our planet. Focused on Oral Care, Personal Care, Home Care and Pet Nutrition, we sell our products in more than 200 countries and territories under brands such as Colgate, Palmolive, elmex, hello, meridol, Sorriso, Tom's of Maine, EltaMD, Filorga, Irish Spring, PCA SKIN, Protex, Sanex, Softsoap, Speed Stick, Ajax, Axion, Fabuloso, Soupline and Suavitel, as well as Hill's Pet Nutrition.

    We are recognised for our leadership and innovation in promoting sustainability and community wellbeing, including our achievements in decreasing plastic waste and promoting recyclability, saving water, conserving natural resources and improving children's oral health.

    The Consumer Affairs Jr Manager facilitates the consumer experience for all Colgate-Palmolive brands across traditional and digital channels, and is responsible for ensuring that all consumer and contact-center facing information is accurate, timely and comprehensive transferred, and that all the consumer contacts are properly handled.

    This role needs to have a clear understanding that we must ensure people have the highest quality interactions and emotional connection with C-P.

    We must deliver excellent customer care, helping to retain our consumers and maintain/increase their trust in our brands, while being fully compliant with internal and external processes and regulations.

    While managing digital channels, this highly collaborative role involves participating on cross functional teams, developing appropriate and effective Consumer Affairs digital support plans (Spanning Social Media community management, Ratings & Reviews, Whatsapp, etc.).

    coordinating with both LATAM and Global for rollouts and company initiatives:
    overseeing, monitoring, responding and reporting the voice of consumers.

    They also ensure that the Consumer Affairs systems and tools are properly set up for the necessary support (initiating and approving metadata requests, allocating fields, ensuring all data is collected, documented and reported on consistently), and that the consumer experience for new brands, social media profiles, and growth initiatives are planned for and incorporated to the operation.

    Lead daily operational excellence of the contact center in order to grant the highest performance and deliver service KPIs, besides ensuring they are within global standards & best practices;
    Direct overall quality of communications with consumers. This includes reviewing samples of communications received in all touchpoints to determine effectiveness, identify and streamline internal training processes to maximize effectiveness of Service Reps;
    Create and implement engaging trainings and monitoring the contact center for retention, compliance and reporting on both digital and traditional channels;
    This includes managing the "Consumer Affairs Designee" network and/or fulfillment houses involved in the process of product retrieval/replacement;
    Act in accordance with Pharmacovigilance procedures, delivering KPIs and ensuring that all contacts received from consumers and the Toxicological Center are timely managed;
    Develop and Ensure Consumer Affairs Digital Support of new brands and growth initiatives to drive best in class Consumer Experience in all communication channels;
    Provide and plan for effective Consumer Affairs Digital support, including coordinating tool setup for all Social Media streams, updating social media responses in the brand voice for each initiative and ensure proper handling at the contact center as per latest corporate guidelines;
    Partner with Brand and IBE teams on specific Brand Voice books and messaging. This will include creating training for consistency, quality control of responses and ensuring differentiation and authenticity
    Keep up on consumer issues, market activity, competition and products with relevance to C-P businesses, including Social Risk activities and crisis management;
    Ensure that consumers receive satisfaction surveys, in addition to receiving, analyzing and considering feedback for improvements;
    Ensure that the Data Privacy Policy is complied with in accordance with the LGPD.
    Bachelor's degree in Business or related courses
    MBA or Extension courses are differentiators

    Languages:
    Fluent in English and Portuguese, Intermediate Spanish (Will be evaluated in the interview)
    Experience with managing digital channels and social media required
    Knowledge of quality and satisfaction indicators is required
    Strong oral and written communications skills, specially in Portuguese
    Relationship building
    Time management
    Experience with Social Media and Ratings & Reviews monitoring tools

    This role requires strong collaboration skills, excellent communication and writing skills, sound judgment and temperament, strong analytical and decision making skills and experience, and the ability to build and maintain relationships across teams, divisions and Globally.

    With the Colgate brand in more homes than any other, we are presented with great opportunities and new challenges as we work to integrate sustainability into all aspects of our business and create positive social impact.

    We are determined to position ourselves for further growth as we act on our 2025 Sustainability & Social Impact Strategy.

    Our Commitment to Diversity, Equity & Inclusion

    Achieving our purpose starts with our people — ensuring our workforce represents the people and communities we serve —and creating an environment where our people feel they belong; Colgate is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status (United States positions), or any other characteristic protected by law.

    Reasonable accommodation during the application process is available for persons with disabilities. Marketing Manager, Compliance, QC, MBA, Equity, Marketing, Legal, Quality, Management, Finance
    #
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