Consumer Care Manager

The Estée Lauder Companies Inc.; São Paulo; On-site; BRL 180,000 - 320,000; Full time

Job summary

The Estée Lauder Companies Inc. seeks a LATAM Consumer Care leader to align regional priorities with operational plans across brands, channels, affiliates, and partners.

You will drive the consumer experience by identifying gaps in the journey and coordinating improvements with global service delivery, CoE, and third-party partners, ensuring a standardized, efficient operation aligned with the global Consumer Care strategy.

Qualifications

• Bachelor's degree in Business Administration, Marketing, or related fields.
• Postgraduate degree (MBA) in Business Management or Customer Experience is a plus.
• Experience in consumer experience and the customer journey.
• Strong stakeholder management across diverse business areas.
• Ability to translate operational processes into actionable improvements.
• Experience with regional or global operations and outsourced partners.
• Fluency in Portuguese and English.
• Experience in beauty/cosmetics is a plus.

Responsibilities

• Lead LATAM Consumer Care interface across brands, channels, affiliates, and stakeholders.
• Translate regional priorities into standardized operational requirements and plans.
• Strengthen consumer experience and identify gaps in the consumer journey.
• Coordinate solutions with international divisions, service delivery teams, and partners.

Skills

Stakeholder management

Strategic thinking

Operational governance

Communication skills

Cross-functional collaboration

Education

Bachelor's degree in Business Administration or related field

MBA or related postgraduate preferred

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.