Consumer Relations Manager

About the role

P&G is looking for a Consumer Relations Manager in its San José Intelligence Hub, Costa Rica. The position has a fixed schedule, but availability for weekends and afternoon/evening hours is required. The manager oversees daily operations of the consumer experience center so that service meets brand needs, manages staff and fosters a positive work environment.

Key responsibilities

• Manage staff, monitor contact volume and oversee scheduling, training development and advisor performance assessments
• Track performance metrics, analyze data and implement quality assurance programs to improve consumer satisfaction
• Manage the budget and prepare performance reports for senior management
• Collaborate with other departments and ensure consumer handling processes meet quality and regulatory standards
• Use research methods to identify consumer problems and design experiments that inform decisions

Required profile

• Proven experience managing teams effectively and strengthening culture
• Delivers service operations with excellence and drives process transformation and optimization
• Advanced proficiency in spoken and written English
• Full-time position; candidates must be available for a schedule that may include weekends and evening hours

Nice-to-have skills

• Digital tools and user experience, knowledge management, KPIs, data analytics and vendor management
• Continuous improvement methodologies and experience with business units such as accounts payable and master data management
• Building relationships with internal teams and external partners
• Developing strategies and content that shape consumer interactions and purchasing decisions

What we offer

• Responsibilities from day one, with ownership of projects
• Continuous mentorship and formal training opportunities
• A competitive salary and benefits package

Candidates must complete the online assessments within 24 hours of applying. The position is listed as entry level.