Job Title:        Consumer Affairs Manager
Reports To:    Director Global Consumer Affairs
Location:        Barcelona  Hub
Function:        Supply Chain
 

ABOUT COTY  

We’re Coty, one of the world’s largest beauty companies with an iconic portfolio of brands across fragrance, color cosmetics, and skin and body care. Coty is the global leader in fragrance and number three in color cosmetics. Coty’s products are sold in over 150 countries around the world. Coty and its brands are committed to a range of social causes as well as seeking to minimize its impact on the environment.

ABOUT THE DEPARTMENT

Consumer Affairs manages over 200,000 annual consumer contacts globally. Our product end-users contact Coty through several channels including phone, chat, bots, social media, and web forms. Requests include inquiries, complaints, and serious events. All contacts are handled within local regulations and documented SOPs. We provide actionable insights to various Coty teams to aid in product development and improvement.  

THE ROLE

This Consumer Services Manager role ensures our communications with consumers meet regulatory and policy requirements. The successful person in this role will utilize knowledge of product formulation to resolve high-level consumer/customer product questions. This person will also identify areas of improvement within our SOPs and products and recommend best practices.

Key Success Measures

•    Current and accurate SOPs
•    Timely response to escalated requests

Core Responsibilities:

•    Develop and maintain key relationships with key internal stakeholders in Corporate Affairs, R&D, Regulatory, Quality and Manufacturing.
•    Document and maintain SOPs, policies, and procedures in collaboration with other departments. Documentation to be shared with internal and external teams with training when needed.
•    Source and document answers to consumer, media, and Authority requests usually involving ingredient’s purpose and use, and product formulation details.
•    Act quickly to develop messaging and training for product quality incidents. Lead group of interdepartmental colleagues to determine message content.
•    Utilize knowledge of cosmetic product development, formulation, and manufacturing to understand product quality incident cause and develop messaging for consumers and customers

Leading the team:

•    Maintain Training decks for global teams. Update and present. Provide face-to-face and online training as needed. Work closely with outsourced contact center partner Trainers to ensure agents are fully trained.
•    Maintain Knowledgebase tool, with support. Knowledgebase consists of agent-assist as well as consumer-facing information.
•    Engage with brand marketing teams to understand product features and benefits. Communicate those through training decks to front line Agents.

Continuous improvement

•    Identify and address process improvements within our SOPs and department policies
•    Stay abreast of global regulation changes and revise SOPs as needed
•    Work directly with Quality to utilize complaint data to identify product improvements. Present ideas to VP and SVP of R&D and Quality Project management

•    Work independently to manage process improvement projects

KEY INTERFACES

•    Director Global Consumer Affairs
•    Quality Team
•    R&D Team (Scientists, Regulatory, Toxicology, Cosmetovigilance)
•    Corporate Affairs
•    Emplifi Agent and Knowledgebase systems
•    PowerBI
 

ESSENTIAL SKILLS & EXPERIENCE

•    Attention to detail
•    Persistence to complete challenging work independently
•    Relationship building both internal and external
•    Excellent English written and spoken language skills
•    Bachelor’s degree from accredited university in chemistry or business.
•    3-5 years Management experience in Quality, Corporate Affairs or Consumer Affairs
•    Understanding of cosmetic scientific formulation, typical ingredients, and their functions
•    Experience or detailed understanding of cosmetic product manufacturing and distrubtion
•    Ability to communicate technical information in non-technical manner
•    Demonstrated relationship management skills with internal stakeholders (Director level and above) and external partners
•    Advanced computer skills – PowerPoint, Excel, Word, PowerBi, SAP
•    Ability to work independently and manage projects successfully to a deadline
 

OUR BENEFITS

As our Consumer Affairs Manager, some of the benefits you will receive are:

• Competitive remuneration and perks will be matched with your experience and knowledge.
• Bonus
• Ticket restaurant (daily diet for meals)
• Company products / Access to the company shop
• Life and accident insurance

RECRUITMENT PROCESS  

• A screening call with the recruiters
• A first online interview with hiring managers
• A second interview (optionally)
• Feedback, verbal offer
• Hiring

ABOUT COTY

Coty is one of the world’s largest beauty companies with an iconic portfolio of brands across fragrance, color cosmetics, skincare, and body care. At Coty, we celebrate the entire human kaleidoscope and cultivate a culture of fearless kindness. Therefore, we are proud to be an equal opportunities employer. We do not discriminate against any candidate or employee and strive to be an open, inclusive and diverse workplace where all employees can be their authentic self. Join us in making over the world of beauty!

For additional information about Coty Inc., please visit www.coty.com/your-career.