No Relocation Assistance Offered
Job Number #170249 - Warsaw, Mazovia, Poland
About Us
Colgate-Palmolive Company is a global consumer products company operating in over 200 countries, specialising in Oral Care, Personal Care, Home Care, Skin Care, and Pet Nutrition. Our products are trusted in more households than any other brand in the world, making us a household name.
Join Colgate-Palmolive, a caring, innovative growth company reimagining a healthier future for people, their pets, and our planet. Guided by our core values—Caring, Inclusive, and Courageous—we foster a culture that inspires our people to achieve common goals. Together, lets build a brighter, healthier future for all.
Role Overview
As a Consumer Affairs Transformation Integration & Engagement Specialist for the European Division, you will be part of a team that delivers the highest quality consumer 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.
The Consumer Affairs Transformation Manager will play a key role in the transformation of the team as we seek to collectively close the gaps in delivering a frictionless experience.
The Consumer Affairs Transformation Manager will also be critical in connecting Consumer Affairs to the business and the business to Consumer Affairs while being viewed as an internal expert.
Key Responsibilities
- Drive change to best equip European contact centres and Colgate‑Palmolive Consumer Affairs teams with relevant knowledge management to excel in consumer care and compliance fitness.
- Partner with the Senior Manager Consumer Affairs Europe to drive transformation across the Consumer Affairs Ecosystem.
- Actively participate in initiatives to drive business growth, promote the Consumer Affairs Function by identifying ways to leverage the close connection Consumer Affairs has with our consumers, including new tools, methodologies, and ways of working, ensuring relevant consumer feedback is incorporated and acted on.
- Transformation programme to automate knowledge management systems leveraging appropriate technology opportunities.
- Ensure the EU contact centre and internal Consumer Affairs personnel have the appropriate information to respond to consumer contacts.
- Serve as the key contact for access to CA information via Gsites.
- Maintain the product Knowledge Base so that all contained information is up to date.
- Liaise with local and division marketing teams to collect key event information so that contact centre agents are aware.
- Be the key contact and trainer for contact centre or internal CA personnel for product/event‑related questions.
- Define an effective training strategy leveraging technology as appropriate.
- Organise/deliver product, promotion and activity training.
- Explore and develop enhanced Consumer Affairs capabilities in the area of insight development, e.g., implementing surveys to probe quality issues.
- Analyse trends and issues alerts in case of unusual observations or thresholds reached.
- Share findings of the analysis of contact data, enabling Manufacturing and Quality to track quality issues and discuss opportunities to drive product improvements with Marketing, R&D, Professional and other functions.
- Liaise with other divisions to share best practices and elevate the function.
- Support the Senior Manager Consumer Affairs Europe on key pieces of the Consumer Affairs Transformation Project.
- Operate as a replacement during absences of other team members.
Required Skills & Qualifications
- Change management: ability to drive & implement change programmes.
- Application of technology to solve business problems & confident user of technology.
- Project management: managing complex projects.
- Strong written and verbal communication.
- Fluency in English, both written and verbal; German and/or French would be an additional asset.
- Relationship building and teamwork across functions, organizational levels, countries and cultures.
- Able to thrive in a fast‑paced environment.
- Training skills.
- Analytical skills.
- Reporting skills, including ability to present complex data in a simple way.
- Ability to manage systems, e.g., setting up automated reports, alerts by exception.
- Marketing sensitivity, familiarity with social media and interest in technology.
- Perseverance.
- Ability to apply rigor and attention to detail.
Equal Opportunity Employer
Colgate is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, 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. Please complete this request form should you require accommodation.
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