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 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, we'llbeing, 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.
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:
Key Qualifications and Experiences:
-
A bachelors 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.
