ABOUT THE ROLE

The purpose of this role is to ensure delivery of a Best in Class consumer experience for the LATAM region. The role will be responsible for the oversight and management of the outsourced contact center vendor and contract for all countries in the Cluster. The CEC Regional Lead will safeguard the consumer relationship, the company’s goodwill standing with consumers, mitigate liability and risk of consumer contacts and ensure proper controls and adherence to Global CEC care standards. The Regional Lead will work with local and cluster countries to deliver meaningful consumer feedback.

KEY RESPONSIBILITIES

• Safeguard the consumer relationship with the company in the regions/countries assigned.
• Adhere to Global CEC care standards and protocols to ensure consistent, effective and efficient operations with external contact center provider(s).
• Own and manage outsource contact center relationship, day-to-day needs; ensure vendor deliverables (SLAs/KPIs) and contract compliance in the contact center vendor(s) activities.
• Develop and execute crisis management plans for product recalls/recoveries or spikes in consumer hot topics (e.g., Ingredient, grassroots campaigns).
• Support all in-market consumer response, across all contact channels (phone, email, letter, social, etc.) including setup and information for new product launches, product issues in-market, and report of consumer feedback to Global CEC HQ.
• Participate in internal and external audits and implement any audit recommendations in region.
• Act as first line of defense to manage escalated topics internally/externally in region/local country, escalate/liaise with Global CEC Racine and Legal when warranted.
• Ensure product lists, product information, documentation, Q&As, client input, etc. for outsourcer(s); liaise internally/externally to gain information to maintain product expertise at outsourcer(s).
• Consult/inform/involve Global COE experts as needed for report-out on status of consumer operations and elevated/hot topics (Global CEC Racine, Legal, GCAC, Quality).
• Manage regional budget; pay regional/local bills; track, control and provide monthly report-out to Global CEC in Racine; develop and submit annual budget and re-ests.

REQUIRED EXPERIENCE YOU’LL BRING

• Bachelor’s Degree  
• Trilingual; must be fluent in Spanish, Portuguese and English
• 3+ years of Consumer Affairs background

PREFERRED EXPERIENCES AND SKILLS

• 5-7 years operational management in inbound CPG consumer affairs
• Minimum 5 years inbound CPG consumer affairs experience
• Advanced English 
• Proven ability to work under pressure.
• Good communication skills.
• Team-player.
• Self-starter.
• Ability to prioritize.
• Financial/Budgeting skills.

JOB REQUIREMENTS

• Full-Time
• Regular contract position
• Remote work is available once a week for eligible employees
• This role is not eligible for relocation
• 20% travel required

BENEFITS AND PERKS

SC Johnson’s total compensation packages are at or above industry levels. In addition to salary, total packages may include bonuses, long-term incentives, matching 401(k) contributions and profit sharing based on company profitability, job level and years of service. As a family company, we’re committed to providing benefits such as subsidized health care plans, maternity/paternity/adoption leave, flexible work arrangements, vacation purchase options, recreation and fitness centers, childcare, counseling services and more.

ABOUT US

SC Johnson (SCJ) is a family company working for a better world. It's this essence that drives all its activities around the world for 135 years. Throughout its history, it has established itself as one of the leading global manufacturers of household brands, offering high-quality products in hygiene, cleaning, home storage, air fresheners, pest control, among others. In Brazil, its portfolio includes recognized brands such as Pato®, Mr. Músculo®, Lysoform®, Glade®, Raid®, OFF!®, Baygon®, and Ziploc®.

Inclusion & Diversity

We’re a global business, with people from every culture, ethnicity, race, religion, gender identity, sexual orientation, age and ability. We recognize the breadth of human experience, and we work to celebrate it. It is our goal to build a diverse, inclusive and supportive work environment where all people can thrive.

We’re committed to ongoing efforts that help us attract, hire, and retain diverse talent who want to build a positive, inclusive environment. Read more about our ongoing initiatives at https://jobs.scjohnson.com/inclusion.