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WELLA - Manager Consumer Affairs

ABOUT WELLA

“Wella’ is one of the world’s leading professional and retail hair companies. It is a beauty collective with a mission to enable consumers to look & feel like their true self. Its love brands, which include beauty icons such as Wella, Clairol, OPI, and ghd (all together “Wella”), are co-created by & designed for the beauty junkies of today & tomorrow. Following the signing of an agreement with global investment firm KKR for the divestiture of Coty’s Professional and Retail Hair businesses, “Wella” is on its way to become a fully independent, standalone company with its own management team and operational structures. At closing, our new Company will have presence in over 100 countries and an estimated annual net revenue of $2.3Bn. “Wella” and its brands, are and will remain committed to a range of social causes as well as seeking to minimize its impact on the environment. 

 

THE ROLE

In our dynamic Research & Development team you will be influencing the core of the customer & consumer delight. You will join a diverse team of highly passionate Scientists, Engineers, Hair Stylists and Nail Artists innovating at the forefront of technology and beauty trends:

  • We own End to End Innovation​ through an empowered learning culture; exploring, developing and qualifying innovations that delight​.
  • We innovate to create the future of the Company guided by focused consumer research and the trends that will grow our industry long term​.
  • We feel and act like parents of the industry​ with safety, sustainability, quality and regulatory front and center to our work​

 

The mission of Global Consumer Affairs is to protect and enable our business and reputation via ensuring prompt, correct and assertive Customer Service, while ensuring our global contact centers are maintaining our high levels of standards through KPI’s and governance. Furthermore, Global Consumer Affairs will utilize consumer feedback and reporting to create insights for the rest of Wella Research and Development, as well as other departments as needed.

 

Join the Wella family and come with us on an exciting journey exploring new opportunities as a stand-alone company!

The position is for a Manager in Consumer Affairs with primary focus on voice of the customer, as well as ensuring the EU and APAC Regions are working optimally as it pertains to customer service. Project management and customer service initiatives play a major part in this key role.

 

KEY RESPONSIBILITIES

  • Responsible for leading EU Consumer Affairs Team in delivering highest level of customer satisfaction and affairs through managing service KPIs, cost and performance audit for service partners (Contact Centres)
  •  Accurately reporting of all pertinent numbers needed to upper management for assigned region
  • Manage a team of 1-2 employees, including Asia-Pacific Consumer Affairs Senior Specialist
  • Perform necessary reviews, discipline, training and meetings for assigned team
  •  Collaborate with Head of Global Consumer Affairs to research, assess, select and manage third party providers. Participate in contract negotiations for optimal terms that best serve our business
  • Work with team to ensure monitoring is being done accurately and to ensure compliance of Contact Centres with all global regulations (governmental, data privacy etc.), Operation Efficiency, Service Levels and Customer Satisfaction levels
  •  Assist in setting up Consumer Affairs functions (Operations and Services) at local country level (within EU) based on local regulation and requirement by the Authority
  • Collaborate with internal Professional Educator and Global Product Safety team on case related to Cosmetovigilance escalation and matter
  •  Be the Voice of the Customer to the business by:
    • Managing regional consumer feedback reporting using quantitative analysis and reporting to provide insights and recommendations for customer experience enhancements.
    • Liaise with licensors’ Customer Service management to ensure alignment with their processes serving our mutual consumers.
    • Collaborate with global and local brand and digital marketers to aggregate details on new product launches, websites and initiatives for knowledge development, consumer communications, and training purposes.
    • Partner with divisional brand teams and educators to compile and deliver training on new initiatives, technologies, brands, products and promotions to third party contact centre trainers and front-line agents, across all regions.

 

YOUR PROFILE

You thrive at building strong customer relationships and delivering customer-centric solutions. You are committed, conscientious and always lead with integrity. You recognise the value that different perspectives and cultures bring to an organization. You believe in the value of teamwork. You bring a high level of knowledge and know-how plus creativity and enthusiasm to your work and to everything you do.

 

Key Requirements:

  • Minimum of 5 years in the Consumer Affairs industry. Beauty/Fashion industry a plus
  • Bachelor’s Degree
  • Proven experience in leading and motivating teams focused on high-touch customer care
  • Very good English skills, both oral and in written; Knowledge of a second foreign language is a plus. Good German skills
  • Strong ability to oversee Consumer Affairs from both a high level and detailed point of view
  • Proven experience in the ability to work independently
  • Experience in managing or liaising with 3rd party contact centre vendors and CRM database systems
  • Strong understanding of financial reporting and cost savings management
  • Experience engaging end-consumers with successful remote negotiation/resolution results
  • Ability to meet deadlines while being flexible to changes in priorities and interruptions as well as in working hours
  • High energy and high capacity to handle multiple priorities under time-pressure

 

BENEFITS OF WORKING FOR WELLA

What you can expect from us:

  • Attractive salary package
  • Competitive holiday allowance
  • Wide range of benefits (health insurance, pension, car lease and/or mobility allowance for selected roles as well as wellbeing benefits)
  • Continued learning and growth opportunities
  • Truly international and diverse environment where you can be your true self

 

We offer equal employment opportunity to qualified individuals without regard to race, religion, color, national origin, age, gender, disability, sexual orientation, gender identity, gender expression, marital status, veteran status, or any other characteristic protected by law. We comply with national, federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities