Consumer Affairs Transformation Manager

No Relocation Assistance Offered

Job Number # Warsaw, Mazovia, Poland

Who We Are
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, let's build a brighter, healthier future for all.

As 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 TransformationManager 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.

• The position will drive change to best equip European contact centres and Colgate-Palmolive Consumer Affairs teams in the countries/hubs/division with relevant knowledge management to excel in consumer care and compliance fitness
• Partnering 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 but not limited to new tools, methodologies and ways of working. Ensuring relevant consumer feedback is incorporated and acted on

Skills:

• Change management: ability to drive & implement change programmes
• Application of technology to solving 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, including:

• Ability to work with people across functions and organizational levels;

• Ability to understand and work with people across countries and cultures.

• Able to thrive in a fast pace 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

Responsibilities:

Knowledge Management (Information Provision & Knowledge Base Maintenance):

• Transformation programme to automate knowledge management systems leveraging appropriate technology opportunities
• Ensures the EU contact centre and internal Consumer Affairs (CA) personnel have the appropriate information to respond to consumer contacts
• Serves as the key contact for access to CA information via Gsites
• Maintains the product Knowledge Base so that all contained information is up to date;
• Liaises with local and division marketing teams to collect key event information (e.g. promotions, social media) so that contact centre agents are aware.
• Will be the key contact and trainer for contact centre or internal CA personnel for product/event-related questions.

Training:

• Defines an effective training strategy leveraging technology as appropriate
• Organises/delivers product, promotion and activity training
• Organises/delivers training in collaboration with Local Consumer Affairs and Global Consumer Affairs.

Reporting & Insight:

• Explores and develops enhanced Consumer Affairs capabilities in the area of insight development, e.g. implementing surveys/re-contact consumers to probe quality issues
• Analyses trends and issues alert in case of unusual observations or thresholds reached, e.g. complaints to sales ratio
• Shares, in the most effective and impactful way, findings of the analysis of contact data, in particular enabling Manufacturing and Quality to track quality issues, and discusses 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

ECA Programme Support:

• Supports the Senior Manager Consumer Affairs Europe on key pieces of the Consumer Affairs Transformation Project eg. programme to redesign engagement points
• Operates as a replacement during absences of other team members

Our Commitment to Inclusion
Our journey begins with our people—developing strong talent with diverse backgrounds and perspectives to best serve our consumers around the world and fostering an inclusive environment where everyone feels a true sense of belonging. We are dedicated to ensuring that each individual can be their authentic self, is treated with respect, and is empowered by leadership to contribute meaningfully to our business.

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.