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Specialist Consumer Affairs



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 position is for a Specialist in Consumer Affairs with primary focus on voice of the customer, as well as ensuring the North American and Latin American regions are working optimally as it pertains to customer service. Contact center adherence plays a major role in this position. This role sits within R&D and is part of the Global Consumer Affairs team. The teams’ expertise 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.


  • 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 North American Consumer Affairs 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

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
  • Fluent in both English and Spanish
  • 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



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. 

Nearest Major Market: New Jersey