Consumer Care Manager (Vietnam, Thailand, Philippines)

Report to: Consumer Care Manager AMEA
Job Purpose:
The Consumer Care Manager is accountable for and leads the strategic and operational activities of the Consumer Care (CC) function for the business. As part of Marketing the CC function is supporting all Mondelēz brands with consumer service delivery aligned with the brand strategy.
The position has a direct impact on company reputation and on the ability of all brands to effectively maximize consumer satisfaction, build loyalty, manage risk, and react quickly to product safety and quality issues for the protection of consumers, the company and all Mondelez brands.
The role is responsible for establishing and implementing critical processes, procedures, and systems which enable the function to meet strategic and tactical objectives in line with global best practices.
Critical Accountabilities:
** Accountability 1: Leading local Consumer Care
• Accountable for and leads the local Consumer Care function in own country (and cluster countries if applicable) and acts as key business partner across all internal function
• Ensures infrastructure, staffing, processes and systems are adequate, functioning and in line with global and regional best practices in order to deliver excellent service to consumers and provide actionable consumer feedback to internal stakeholders
• Responsible for implementing the global/regional strategic direction of Consumer Care on local level
• Has a focus on continuous improvement in contact handling, managing call center agents (where applicable) and drives efficiency. E.g. reducing call handling time, handing over critical tasks to call center agents, automating reports, etc.
• Is responsible for localizing and implementing global/regional CC procedures. This includes getting approval from involved functions as well as training clients and or agents (where applicable)
• Facilitate and support Customer Complaint handling where applicable by receiving customer complaints and entering them in Pega. Initiating the product investigation and passing on findings to Customer Service or Sales for resolution.
• Responsible for updating and maintaining promotions and product master data in VOICE Masters tool
• Works collaboratively with MDS (Mondelez Digital Services) and Concentrix to ensure KPIs and SLAs are on track. Ensures that MDLZ programs and procedures are implemented at CNX to enhance service quality, drive performance and reduce costs.
** Accountability 2: Contact Handling and Issue Management
• Responsible for ensuring the timely resolution of consumer concerns, ensuring an effective response including compensation& appropriate action is taken to maximise consumer satisfaction while minimising company liability.
• Manages high risk/sensitive complaints (ie foreign matter, injury/illness, media/legal threats) and collaborates with internal stakeholders to establish root cause & provide findings/resolution to consumers and customers.
• Responsible for creation and continuous maintenance of a knowledge database that includes standard responses to most frequently asked questions and complaints as well as product and company information.
** Accountability 3: Issue Management - SST
• Supports special situations by coordinating information flow and communications to consumers in Special Situations, such as product recalls or negative media publicity with highest priority.
• Participates on key internal task forces, such as the extended Special Situations Management Team (SSMT) to manage sensitive consumer issues including recalls.
Is available 24/7 if required.
** Accountability 4: Social Media
• Responsible for providing subject matter expertise to digital agencies and brand teams in handling consumer contacts received via Social Media channels such as Facebook, Twitter or similar platforms.
Responsible for the development of consumer-friendly social responses for consumer engagement in preferred brand voice/tone for digital agencies and call centre team.
• Once applicable, trains and advises SoMe moderators at agency to communicate with consumers via SoMe monitoring tool (Expion) on above mentioned SoMe platforms, using CC knowledge data base.
• Supports digital teams in sensitive/high risk complaint management after hours/weekend
** Accountability 5: Call Centre Support
• Works collaboratively with call center partner to ensure KPIs are on track and programs and procedures are implemented to enhance service quality, drive performance and reduce costs.
• Responsible for training and closely monitoring that MDLZ-dedicated call centre agents are in compliance with MDLZ procedures, ensuring data integrity and providing a positive brand experience across all consumer touch points (phone, internet, email, letters & social media).
• Responsible for continuous development of call centre procedures and implementation of front-end system enhancements to improve agent speed to answer, first contact resolution and consumer satisfaction.
• Provides necessary leadership to call centre team for sensitive, high risk or difficult to manage consumer issues and has overall responsibility for the development of consumer responses and talking points to manage consumer issues.
• Coordinates all new and on-going new product, promotions, process and systems training for the call centre team.
• If and once applicable: Regularly visits MDLZ-dedicated call center agents to maintain strong relationship and support brand recognition and awareness
** Accountability 6: Reporting and Analytics
• Responsible for reporting and presenting consumer contact insights that identify key contact drivers, trends and opportunities at both a corporate and business unit level.
• Responsible for sensitive complaint and threshold alert tracking.
• Manages the full suite of core and value added reporting and prepares:
• Executive summaries, Monthly feedback reports, Ad hoc business unit requests and real time reports, new product trackers, Call Centre Report tracking, Consumer surveys.
• Proactively provides feedback to call centre teams when issues with contact coding impact reporting accuracy.
• Provides VOICE & Pega report training to clients as required and drives self-service reporting.
• Responsible for annual internal client survey to measure value of CC information and identify development opportunities
** Accountability 7: Cross Regional Responsibilities
• Depending on the new AMEA Consumer Care team structure, each AMEA CC member takes leadership and ownership of one CC key task and acts as Subject Matter expert. This includes supporting and coaching other AMEA CC members. Tasks could be Master Data, Systems, Analytics & Reporting, Training, SoMe moderation or call center operations.
Major Challenges:
- Managing increasing contact volumes within a demanding consumer environment where Social Media and Legal threats have become the norm. This requires ongoing training of self and call center agents (if applicable) and accurate planning and organization of workload.
- Driving consumer satisfaction and brand loyalty by providing accurate, timely and professional consumer service despite limited budgets for compensation and minimal staffing (internal and external).
- Working in a remote environment where the manager, peers and contact center agents are based in different countries and sometimes even timezones. Supporting or leading Consumer Care for more than one country requires a high degree of flexibility, ability to delegate and provide constructive feedback, whilst influencing and coaching without being on site.
Key Decisions/ Dimensions
A. Describe TYPICAL DECISIONS you have to make, IN THE COURSE OF YOUR JOB.
- Identify sensitive issues and determine if these could potentially turn into an SST. In this case, alert SST team and support SST with CC expertise and immediate and accurate status reports.
- Depending on the severity of a complaint, define the value of compensation/reimbursement. This has direct impact on both consumer satisfaction but also on effectively managing compensation budget.
B. KPIs/ Dimensions
1. ensuring data accuracy
2. timely fulfilment to consumers in VTM, PHL & THL
3. cases received in Pega (all channels)
4. coaching CNX agents to best ability
5. providing regular and ad-hoc reports to internal clients in local BU(s)
6. where possible optimize process and/or cost within consumer care scope to contribute benefits for local BU(s)
B. Targets/ Dimensions
1. minimum 90% data accuracy
2. 2-3 days for fulfilment
3. 100% of cases in Pega
4. 3-5 call calibration sessions per agent per month
5. monthly reports to local BU stakeholders, ad-hoc reports should be sent timely to the requestor