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
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).
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
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
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
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
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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