Consumer Care Manager

We are Reckitt

Home to the world's best loved and trusted hygiene, health, and nutrition brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. We are a global team united by this purpose. Join us in our fight to make access to the highest quality hygiene, wellness, and nourishment a right and not a privilege.

Research & Development

In Research and Development, we're full of highly skilled talents that include Scientists, Engineers, Medical, Clinical and Regulatory professionals - all working to create a cleaner, healthier world. With nine Centres of Excellence, we continually seek out new opportunities by using science, our entrepreneurial flare and our fearless innovation to develop and enhance our existing portfolio, never compromising on quality or performance.

We do the right thing, always, by ensuring we act with responsibility and integrity, by complying with regulatory legislation across the globe, whilst ensuring our products are safe for our consumers and are to the highest quality.

The size of our organisation means you'll have the opportunity to learn and work in different functions within R&D, giving you exposure to different disciplines, teams and environments. You will also have access to our Research and Development Academy, designed to develop our team and allow you to grow in our great organisation.

About The Role
As Consumer Care Manager, you will lead operations across multiple markets (Poland, Baltics, Czechia, Slovakia, Ukraine, Turkey, SEE) and act as the voice of the consumer within Reckitt. This is a highly autonomous role within the global Consumer Care function, part of Quality and R&D, requiring strong collaboration with international teams and outsourced partners. You will manage contact center performance, ensure compliance, and deliver actionable insights to protect brand reputation and enhance consumer experience. Working in a hybrid model, you will combine strategic oversight with hands-on operational management, driving continuous improvement and building strong internal networks.

Your responsibilities

• 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).

The experience we're looking for

• 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

The skills for success

Commercial Awareness, Business Partnership, Collaboration, Partnership building, Ability to challenge the status quo, Propose improvement, Accountability, Adaptability, Collaborator, R&D, Product Lifecycle Management, KPI monitoring, Problem-solving, Communication, Leadership, Trend Analysis, Adaptability, Attention to detail.

What we offer

With inclusion at the heart of everything we do, working alongside our four global Employee Resource Groups, we support our people at every step of their career journey, helping them to succeed in their own individual way. We invest in the wellbeing of our people through parental benefits, an Employee Assistance Program to promote mental health, and life insurance for all employees globally. We have a range of other benefits in line with the local market. Through our global share plans we offer the opportunity to save and share in Reckitt's potential future successes. For eligible roles, we also offer short-term incentives to recognise, appreciate and reward your work for delivering outstanding results. You will be rewarded in line with Reckitt's pay for performance philosophy.

Equality

We recognise that in real life, great people don't always 'tick all the boxes'. That's why we hire for potential as well as experience. Even if you don't meet every point on the job description, if this role and our company feels like a good fit for you, we still want to hear from you. All qualified applicants will receive consideration for employment without regard to age, disability or medical condition; colour, ethnicity, race, citizenship, and national origin; religion, faith; pregnancy, family status and caring responsibilities; sexual orientation; sex, gender identity, gender expression, and transgender identity; protected veteran status; size or any other basis protected by appropriate law.