Share this Job

WELLA - Specialist 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!

 

KEY RESPONSIBILITIES

The position is for a Specialist in Consumer Affairs with primary focus on voice of the customer, as well as ensuring the European region is working optimally as it pertains to customer service. Contact centre adherence plays a major role in this position.

 

The position includes the following responsibilities:

  • Provide oversight, guidance and services with respect to quality management systems to measure, report and promote conformance to policies and procedures, performance goals, and all applicable quality regulations and standards
  •  Handling of incoming calls or other methods of inquiries from customers regarding the quality, performance or safety of our products in a manner that is professional, efficient, and consistent with company policy
  • Capture, record and track consumer contact data in CRS database for accuracy and completeness
  • Identify trends and serious complaints/health related events for immediate escalation to the Cosmetovigilance team or EU CA Manager
  • Effectively utilizes product and quality knowledge in order to provide the customer information that is relevant and helpful in addressing issues or concerns
  • Must be able to identify potential risk contacts and escalate to the business in a timely fashion in order to protect the business from negative publicity or loss of consumers due to negative word of mouth
  •  Manage internal email inbox to ensure proper routing of consumer inquiries
  • Send Consumer Complaint Samples to appropriate QA lead factory team for testing of returned products when applicable
  • Participate in call calibration to monitor quality of call center phone calls, chats and emails and provide feedback
  • Manage order process for replacement products on site and through Fulfillment Center
  • Manage database for standard responses regarding accuracy and relevance
  • Ability to effectively utilize digital tools (social media, messenger apps, etc.) to communicate with consumers as needed
  •  Be the Voice of the Customer to the business always

 

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
  • Proven experience in a role where call monitoring and scoring is a job focus
  • Very good English skills, both oral and in written; Knowledge of a second foreign language is a plus. Good German skills
  • Strong ability to provide constructive feedback regarding communication between contact centre and consumer
  • Proven experience in the ability to work independently
  • Experience in utilizing digital tools as they pertain to customer service
  • Experience in responding to reviews on public websites and bringing those comments to attention of management for further escalation, when needed.
  • 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.