Sr. Manager, Global Consumer Care

Sr.

Manager, Global Consumer Care

Job Description

You’re not the person who will settle for just any role.

Neither are we.

Because we’re out to create Better Care for a Better World, and that takes a certain kind of person and teams who care about making a difference.

Here, you’ll bring your professional expertise, talent, and drive to building and managing our portfolio of iconic, ground-breaking brands.

In this role, you’ll help us deliver better care for billions of people around the world.

It starts with YOU. 

 

In this role, you will:

Lead KC’s Global Consumer Service operations/call center supporting all KC brands and the global Consumer Care strategy.

You will be responsible for designing and delivering best-in-class consumer support and connections, leading to exceptional brand loyalty.

This includes leading a team of consumer service professionals who provide support to Kimberly Clark’s consumers through traditional communication channels, ensuring a unified, integrated approach.


* Design and oversee strategic plans to enhance the global consumer care organization with exceptional leadership skills and a passion for enhancing the consumer experience, while maintaining compliance with KC’s Code of Conduct, applicable regulations, and privacy laws.


* Develop and implement long-term strategy plans to enhance consumer care operations and improve overall consumer satisfaction, anticipating consumer needs to proactively address potential issues before escalation.


* Partner with key stakeholders, global partners and vendors, supporting individual countries in their local languages and time zones, ensuring the voice of the consumer is shared across the Enterprise.


* Develop consumer care tools and processes to support new product launches and promotional activities, with appropriate resources and personnel.


* Lead, mentor and develop a high-performing consumer care team through performance management and talent development. 


* Drive continuous improvement to ensure consumer care processes and systems meet regulatory and business requirements.  Support internal and external audit requirements.


* Leverage technology to optimize workflows and enhance the consumer experience while driving efficiency in operations.  Foster a culture of innovation by continuously evaluating and improving processes and challenging norms.


* Establish and monitor key performance indicators (KPIs) to measure the effectiveness and efficiency of operations with a lens to enhance consumer satisfaction and brand loyalty.


* Define reports and dashboards to monitor progress, preventing delinquency or backlog in all aspects of the consumer care process.


* Use data analytics to identify consumer trends and ways to adapt to an ever-changing market.  Integrate data sources into strategic recommendations with reports on the consumer voice and sentiment across the Enterprise.


* Partner during crisis ma...