You’re not the person who will settle for just any role. Neither are we. Because we’re out to create Better Care for a Better World, and that takes a certain kind of person and teams who care about making a difference. Here, you’ll bring your professional expertise, talent, and drive to building and managing our portfolio of iconic, ground-breaking brands. In this role, you’ll help us deliver better care for billions of people around the world. It starts with YOU.
In This Role, You Will
Lead KC’s Global Consumer Service operations/call center supporting all KC brands and the global Consumer Care strategy. You will be responsible for designing and delivering best-in-class consumer support and connections, leading to exceptional brand loyalty. This includes leading a team of consumer service professionals who provide support to Kimberly Clark’s consumers through traditional communication channels, ensuring a unified, integrated approach.
- Design and oversee strategic plans to enhance the global consumer care organization with exceptional leadership skills and a passion for enhancing the consumer experience, while maintaining compliance with KC’s Code of Conduct, applicable regulations, and privacy laws.
- Develop and implement long-term strategy plans to enhance consumer care operations and improve overall consumer satisfaction, anticipating consumer needs to proactively address potential issues before escalation.
- Partner with key stakeholders, global partners and vendors, supporting individual countries in their local languages and time zones, ensuring the voice of the consumer is shared across the Enterprise.
- Develop consumer care tools and processes to support new product launches and promotional activities, with appropriate resources and personnel.
- Lead, mentor and develop a high-performing consumer care team through performance management and talent development.
- Drive continuous improvement to ensure consumer care processes and systems meet regulatory and business requirements. Support internal and external audit requirements.
- Leverage technology to optimize workflows and enhance the consumer experience while driving efficiency in operations. Foster a culture of innovation by continuously evaluating and improving processes and challenging norms.
- Establish and monitor key performance indicators (KPIs) to measure the effectiveness and efficiency of operations with a lens to enhance consumer satisfaction and brand loyalty.
- Define reports and dashboards to monitor progress, preventing delinquency or backlog in all aspects of the consumer care process.
- Use data analytics to identify consumer trends and ways to adapt to an ever-changing market. Integrate data sources into strategic recommendations with reports on the consumer voice and sentiment across the Enterprise.
- Partner during crisis management to mitigate risk, including managing high-volume consumer contact events. Lead consumer care team with escalation activities impacting consumers, resolving crises and escalated consumer issues.
- Oversee Consumer Care-related contracts partnering with Procurement. Responsible for Supplier relationships, compliance, performance, and business reviews.
- Partner with DTS on consumer care digital solutions for software and tools used by consumer care teams around the globe. Work with IT Product Owners to align the tech roadmap and implementation plan, adapted to market needs.
- Monitor industry trends, opportunities, process and technology benchmarks, and best practices, to enhance CPG service strategy.
About Us
Huggies®. Kleenex®. Cottonelle®. Scott®. Kotex®. Poise®. Depend®. Kimberly-Clark Professional®. You already know our legendary brands—and so does the rest of the world. In fact, millions of people use Kimberly-Clark products every day. We know these amazing Kimberly-Clark products wouldn’t exist without talented professionals, like you.At Kimberly-Clark, you’ll be part of the best team committed to driving innovation, growth and impact. We’re founded on more than 150 years of market leadership, and we’re always looking for new and better ways to perform – so there’s your open door of opportunity. It’s all here for you at Kimberly-Clark.
Led by Purpose. Driven by You
About You
You perform at the highest level possible, and you appreciate a performance culture fueled by authentic caring. You want to be part of a company actively dedicated to sustainability, inclusion, wellbeing, and career development. You love what you do, especially when the work you do makes a difference. At Kimberly-Clark, we’re constantly exploring new ideas on how, when, and where we can best achieve results. When you join our team, you’ll experience Flex That Works: flexible work arrangements that empower you to have purposeful time in the office and partner with your leader to make flexibility work for both you and the business.
Key Qualifications And Experiences
In one of our technical roles, you’ll focus on winning with consumers and the market, while putting safety, mutual respect, and human dignity at the center. To succeed in this role, you will need the following qualifications:
- A bachelor’s degree in business, marketing, communications, consumer relations, or a related field. MBA preferred.
- A minimum of 8 years’ experience in Consumer Services or a similar discipline, and 5 years’ experience leading global business units.
- Proven ability to communicate effectively, influence without authority, and establish effective networks across diverse teams at all levels of the organization.
- Strategic thinker with strong problem-solving and decision-making skills with the ability to drive change.
- Proven ability to analyze data analytics and develop effective action plans for decision making.
- Experienced in project and program management, including development of project plans, reporting, and organizational change management.
- Fluent in English (required) and additional language proficiency (highly desirable), enabling effective communication in global or regional settings.
- Experience with CRM and telephony systems and consumer feedback tools, Salesforce and SAP.
- Continuous Improvement / Lean & Six Sigma qualification is a plus.
To Be Considered
Click the Apply button and complete the online application process. A member of our recruiting team will review your application and follow up if you seem like a great fit for this role.In the meantime, please check out the careers website.
And finally, the fine print….
For Kimberly-Clark to grow and prosper, we must be an inclusive organization that applies the diverse experiences and passions of its team members to brands that make life better for people all around the world. We actively seek to build a workforce that reflects the experiences of our consumers. When you bring your original thinking to Kimberly-Clark, you fuel the continued success of our enterprise. We are a committed equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, age, pregnancy, genetic information, citizenship status, or any other characteristic protected by law.
The statements above are intended to describe the general nature and level of work performed by employees assigned to this classification. Statements are not intended to be construed as an exhaustive list of all duties, responsibilities and skills required for this position.
Employment is subject to verification of pre-screening tests, which may include drug screening, background check, and DMV check.
Primary Location
Mumbai Corporate Office
Additional Locations
Worker Type
Employee
Worker Sub-Type
Regular
Time Type
Full time
