Consumer Relations Manager

About the role

P&G is looking for a Consumer Relations Manager in San Jose, Costa Rica, to lead its Consumer Experience Center. The position oversees daily operations so that service meets brand needs, with a fixed schedule that may include weekends and afternoon/evening hours. The schedule is to be defined.

Key responsibilities

• Manage staff, monitor contact volume and foster a positive work environment
• Track performance metrics, analyze data and run quality assurance programs to improve consumer satisfaction
• Oversee scheduling, training development and advisor performance assessments
• Manage the budget and prepare performance reports for senior management
• Collaborate with other departments and continuously improve processes

Required profile

• Proven experience managing teams and strengthening culture
• Delivers service operations with excellence and drives process transformation and optimization
• Advanced spoken and written English
• Full-time position; candidates must be available for weekends and afternoon/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 accounts payable and master data management
• Research methods to identify consumer problems and design experiments
• Understanding of building brand equity

What we offer

• Responsibilities from day one, with ownership of projects
• Mentorship from colleagues and formal training opportunities
• Competitive salary and benefits package

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