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Newell Brands Consumer Services Manager (Spanish & English) in Poznan, Poland

Position title: Consumer Services Manager (Spanish & English)

Location: Poznań, Poland

Reports to : Senior Manager, Consumer Services

Contract type : Permanent, Full-time

Job summary

As a Consumer Services Manager you will be responsible for managing Consumer Services team, including direct reports – Consumer Services Supervisors, Consumer Services Team Leads and indirect reports – Consumer Services Representatives (between 1 and 75).

Key responsibilities:

  • Recruit, interview, hire and manage headcount for the team (group supporting 1-9 languages).

  • Provide guidance, mentoring, one-on-one coaching and providing direct feedback to CS Supervisors and Leads.

  • Execute action plans that will support Consumer Services or that will enable the Consumer Services team to perform their jobs.

  • Collaborate with internal partners to find solutions to address complex or escalated consumer situations.

  • Develop and track key performance indicators to drive results (Consumer Satisfaction, 24 Hour Response Rate, Abandon Rate, Average Speed to Answer, Survey Results).

  • Engage with consumers, when necessary, in a way that exemplifies the values of all Newell Brands.

  • Responsible for onboarding Consumer Services teams of new brands (communication channels & CRM/SAP setup, products and systems training for new hires, close cooperation with IT, CRM, Brand, Marketing, Supply Chain, Quality and Safety teams).

  • Work closely with Senior Manager on Consumer Services strategy, ongoing and ad hoc projects

Minimum Qualifications:

  • University degree

  • 2-4 years (with progressive responsibilities) in a management role in consumer goods and/or service industry, ideally with experience across differing categories, functions, and countries in EMEA

  • Fluent Spanish and English

  • Strong leadership, organizational and project management skills

Preferred Qualifications:

  • Good knowledge of MS Excel, Word and Outlook

  • Knowledge of SAP/CRM

  • Knowledge of Avaya phone and SalesForce CRM systems would be a plus

  • Experience implementing CRM, Consumer Engagement Center, or Call Center

  • Excellent communication skills (i.e., strong phone etiquette, verbal communications, and grammatical and professional business skills)

  • Ability to communicate to all levels of management and others within the organization where decisions at times require diplomatic persuasiveness/assertiveness and makes equitable decisions

  • Detail-oriented

What we can offer you!

  • Working with some of the best known brands in the world like Parker, Waterman, Rotring, DYMO

  • Friendly atmosphere & International team

  • Employment contract

  • Working hours - Monday to Friday 14.00-22.00

  • Modern, air-conditioned office in the city center, next to Stary Browar

  • Well-equipped kitchen with tasty coffee and tea or – if you like – you can eat lunch in nearby cafes

  • Development – you will learn how to use global systems like SalesForce and SAP English and/or Polish lessons

  • Company library – access to books, which allow you to broaden your professional knowledge, but not only

  • Additional projects – there’s no place for a routine with us. If you like to improve your competencies or develop new ones, we will make it possible for you

  • After work you may choose to use vouchers to cinema

Are you interested?

If so, please click on “Apply Now” on this site and upload your resume.

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If you wish to be considered also for other suitable positions with the company, please explicitly indicate so on your CV/motivation letter.

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