Consumer Relations Manager

Job Location

Job Description

Location: San José, Costa Rica

Work schedule: To be defined. The position will have a fixed schedule; however, candidates must be available for a schedule that may include weekends and afternoon/evening hours.

Profile: Consumer Relations

Accommodations: P&G is committed to providing accommodations to any applicant with a disability during the recruitment, assessment, and selection process. If you need an accommodation related to your disability in order to participate in the recruitment process, please click here to submit your request. If you require an accommodation for the assessment process: 1) submit your request, 2) do not complete either assessment until you have been contacted for documentation verification.

Join our dynamic team as a Consumer Experience Center Manager, where your leadership will enhance consumer experiences and drive operational excellence! In this key role, you will oversee daily operations to ensure exceptional service aligned with our brand needs. Responsibilities include managing staff, monitoring contact volume, and fostering a positive work environment. You'll track performance metrics, analyze data, and implement quality assurance programs to boost consumer satisfaction. Additionally, you will oversee scheduling, training development, and advisor performance assessments while managing the budget. Your focus on continuous process improvement will support effective service delivery, with preparation of performance reports for senior management and collaboration with other departments.

Job Qualifications

Must-Have:

• Proven experience managing teams effectively and strengthening culture.
• Delivers service operations with excellence.
• Drives process transformation and optimization.
• Advanced proficiency in English (spoken and written) is required.

Nice-to-Have Skills:

• Proficient in selecting and utilizing digital tools effectively to achieve goals.
• Demonstrated ability to enhance operational performance through user experience, knowledge management, KPIs, data analytics, and vendor management.
• Experienced in continuous improvement methodologies, collaborating with various business units such as accounts payable and master data management.
• Skilled in developing strategies and content that enhance consumer interactions, creating engaging experiences that address inquiries and influence purchasing decisions.
• Strong ability to build relationships with internal teams and external partners to deliver exceptional consumer experiences and leverage insights from research.
• Ensure consumer handling processes meet quality and regulatory standards, protecting both consumers and the brand while maintaining performance metrics.
• Proficient in employing research methodologies to identify consumer problems and design experiments that inform decision-making.
• Understanding of how to develop and enhance brand equity through strategic choices that resonate with consumers and define brand identity.

Important Notes for Candidates:

• Please complete the online assessments within the next 24 hours after your application for the position.
• Before submitting your application, we strongly encourage you to review the following material: Hiring Process and Assessment Information. Familiarizing yourself with this content will help you be better prepared for the online assessments and enhance your chances of success.

What We Offer:

• Responsibilities from Day 1, allowing you to take ownership of your projects.
• Continuous mentorship from passionate colleagues and formal training opportunities.
• A competitive salary and benefits package.

About Us:

P&G serves consumers worldwide with a strong portfolio of trusted brands, including Always®, Ariel®, Crest®, Gillette®, Pampers®, and Tide®. Our community operates in approximately 70 countries. For more information about us and our brands, please visit www.pg.com.

We are an equal-opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status. We ensure reasonable accommodations for individuals with disabilities during the application or interview process. Please contact us to request accommodations.

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