Consumer Relations Manager

Description

Role Summary

The Consumer Relations Manager in the Client Service Delivery team is responsible for managing, protecting, and improving our brand-category reputation. This role oversees consumer case management and operational service delivery to ensure our Global Consumer Relations services consistently meet Key Performance Indicators (such as SLA, CX, NPS) for assigned categories and clients across all consumer contact channels online and offline.

You will be responsible for managing internal/external stakeholders, guiding vendor performance, leading process improvements, and ensuring vendors have the correct product knowledge, all while driving continuous improvement and protecting the brand.

Key Responsibilities:

Service Delivery Operations