Consumer Care Manager

Estée Lauder Companies; São Paulo; On-site; BRL 180,000 - 280,000; Full time

Job summary

Estée Lauder Companies seeks a LATAM Consumer Care Lead to align brands, channels, and affiliates across Latin America. You will translate regional priorities into actionable operational plans and drive a standardized, efficient consumer experience in collaboration with global service delivery, Center of Excellence, and partners.

You will strengthen stakeholder relationships, oversee the consumer journey, and coordinate governance with international divisions to ensure consistent, high-quality

Qualifications

• Bachelor's degree in one of the listed fields
• Postgraduate degree or MBA is an asset
• Solid experience in consumer experience / customer journey
• Experience in stakeholder management and building relationships across areas
• Ability to translate operational processes into structured actions
• Commercial mindset and ability to assess operational and financial impacts
• Experience in transformation, process improvement, governance, or experience management
• Experience with regional or global operations
• Experience managing relationships with outsourced service or support partners
• Fluency in Portuguese and English
• Cosmetics/beauty sector experience is a plus but not mandatory

Responsibilities

• Brand and channel partnership: act as the primary Consumer Care contact for LATAM brands and channels, building relationships and representing Consumer Care in strategic forums.
• Demand intake and operational delivery: gather requirements and translate into clear plans with Global Service Delivery, Center of Excellence, and partners.
• Performance and issue management: monitor service performance, identify risks or gaps, coordinate corrective actions, and support monthly brand reviews.
• Consumer insights and governance: share Voice of the Consumer insights, drive continuous improvement, maintain up-to-date documentation, and ensure clear communication across teams.

Skills

Stakeholder management

Operations understanding

Process improvement

Cross-functional collaboration

Portuguese language

English language

Education

Bachelor's degree in Business Administration, Marketing, Communication, Production Engineering, International Relations, Economics, Business Management, or related fields

MBA or postgraduate degree in related areas

Job description

Lead the Consumer Care interface with brands, channels, affiliates, and other stakeholders across Latin America, translating regional priorities and business needs into consistent operational requirements and plans. The role entails strengthening the consumer experience, identifying gaps in the consumer journey, and coordinating solutions with international divisions, service delivery teams, the Center of Excellence, and third-party partners. The objective is to foster an operation that is standardized, efficient, and aligned with the global Consumer Care strategy.

Key Responsibilities

• Brand and channel partnership: Act as the primary Consumer Care point of contact for LATAM brands and channels, building stakeholder relationships and representing Consumer Care in strategic forums.
• Demand intake and operational delivery: Gather requirements for brand and channel initiatives and translate them into clear operational plans, in collaboration with Global Service Delivery, the Center of Excellence, and service delivery partners.
• Performance and issue management: Monitor service performance, identify risks or gaps, coordinate corrective actions, and support monthly brand reviews.
• Consumer insights and governance: Share Voice of the Consumer insights, drive continuous improvement, maintain up-to-date documentation, and ensure clear communication across teams.

Requirements

• Bachelor's degree in Business Administration, Marketing, Communication, Production Engineering, International Relations, Economics, Business Management, or related fields.
• A postgraduate degree or MBA in Business Management, Customer Experience, Marketing, Strategy, or related areas is considered an asset.
• Solid experience in consumer experience, the customer journey, or related areas.
• Experience in stakeholder management and building relationships across various business areas.
• Ability to understand operational processes and translate them into structured actions and improvements.
• Commercial mindset and the ability to assess operational and financial impacts.
• Experience in transformation, process improvement, operational governance, or experience management.
• Experience with regional or global operations.
• Experience managing relationships with outsourced service or support partners.
• Fluency in Portuguese and English.
• Experience in the beauty and cosmetics sectors is a plus but not mandatory; transferable skills from other sectors will also be considered.