Communication Contact Center Lead

Bayer; Województwo pomorskie; Hybrid; PLN 158,000 - 190,000; Full time

Benefits offered by this job

Supplementary medical services

Flexible benefits

Life, accident, and disability保险

Employer-supported pension plans

Home office allowance

Extra paid leave

Job summary

Bayer is seeking a Community Lead to orchestrate a global stakeholder engagement function, guiding a team across phone, email, and social channels from Gdańsk and Costa Rica. You’ll drive high-quality, compliant interactions while shaping the function’s future operating model.

The role requires established leadership in a front-office environment, strong ai fluency, and English proficiency, with German/Spanish as a plus. Hybrid work options are available to balance collaboration and remote work.

Qualifications

• Background in Communications / Social Sciences / Business Management, or Project Management.
• Team coordination or lead experience in front-office / customer relationship or contact-center environment, incl. escalations or crisis-adjacent content.
• Experience training, coaching, and developing teams, including quality assurance oversight and process standardization.
• Comfort operating with ambiguity and incomplete information; sound judgment under time pressure.
• AI fluency, with interest in applying AI tools to volume analysis, triage, and content support.
• Fluent in English; German and/or Spanish are highly desirable given the team's location coverage and language requirements for the team.

Responsibilities

• Lead a global stakeholder engagement team delivering support across phone, email, and social channels.
• Oversee day-to-day operations. Ensure timely, effective responses by managing workflows and priorities across channels based on urgency and topic sensitivity.
• Maintain high-quality, compliant stakeholder interactions aligned with Bayer's brand and communication standards.
• Become the first point of contact to manage escalations and mitigate risk for sensitive or complex stakeholder issues.
• Lead the assessment, qualification, triage, and routing of inbound inquiries, ensuring appropriate handling and escalation of requests related to Pharmacovigilance, Data Privacy, Legal, Security, Media, and reputational issues.
• Support community management activities across social media platforms, including moderation, issue identification, reputation management, and handling of sensitive public-facing interactions.
• Use performance insights and KPIs to improve service quality and operational efficiency.
• Develop and empower a high-performing global team. Coach and develop Associates, Senior Associates, and Experts across teams in Gdańsk and Costa Rica.
• Foster strong collaboration across Communications, Analytics, Community Engagement, and agency partners.
• Provide reporting and insights to support operational excellence and informed decision-making.

Skills

Team leadership

AI fluency

English fluency

Job description

Community Lead - Stakeholder Engagement

The Lead works closely with Corporate Communications and Global Business Services (GBS) to oversee the day-to-day operations of the stakeholder engagement team, currently known as the contact center team. The role ensures high-quality handling of inbound phone calls, emails, and social media comments, supported by applicable tools. Responsibilities include workflow coordination, quality oversight, escalation support, performance tracking, and team coaching to meet service and response standards across channels. As a newly created position, this role offers a unique opportunity to shape the function’s future operating model and build a new team from the ground up. The Lead will establish effective processes, clear ways of working, and a strong service culture from the outset. The Lead and the team represent Bayer to the public across every engagement channel. Because inquiries can come from anyone, anywhere, and on any topic, the role requires confidence in handling both routine product questions and reputationally sensitive or hostile comments, sometimes within the same shift.

YOUR TASKS AND RESPONSIBILITIES

• Lead a global stakeholder engagement team delivering support across phone, email, and social channels.
• Oversee day-to-day operations. Ensure timely, effective responses by managing workflows and priorities across channels based on urgency and topic sensitivity.
• Maintain high-quality, compliant stakeholder interactions aligned with Bayer's brand and communication standards.
• Become the first point of contact to manage escalations and mitigate risk for sensitive or complex stakeholder issues.
• Lead the assessment, qualification, triage, and routing of inbound inquiries, ensuring appropriate handling and escalation of requests related to Pharmacovigilance, Data Privacy, Legal, Security, Media, and reputational issues.
• Support community management activities across social media platforms, including moderation, issue identification, reputation management, and handling of sensitive public-facing interactions.
• Use performance insights and KPIs to improve service quality and operational efficiency.
• Develop and empower a high-performing global team. Coach and develop Associates, Senior Associates, and Experts across teams in Gdańsk and Costa Rica.
• Foster strong collaboration across Communications, Analytics, Community Engagement, and agency partners.
• Provide reporting and insights to support operational excellence and informed decision-making.

QUALIFICATIONS

• Background in Communications / Social Sciences / Business Management, or Project Management.
• Team coordination or lead experience in a front-office / customer relationship or contact-center environment, ideally including experience with escalations or crisis-adjacent content.
• Experience training, coaching, and developing teams, including quality assurance oversight and process standardization.
• Comfort operating with ambiguity and incomplete information; sound judgment under time pressure.
• AI fluency, with interest in applying AI tools to volume analysis, triage, and content support.
• Fluent in English; German and/or Spanish are highly desirable given the team's location coverage and language requirements for the team.

YOUR APPLICATION

Bayer welcomes applications from all individuals, regardless of race, national origin, gender, age, physical characteristics, social origin, disability, union membership, religion, family status, pregnancy, sexual orientation, gender identity, gender expression or any unlawful criterion under applicable law. We are committed to treating all applicants fairly and avoiding discrimination.

Bayer is committed to providing access and reasonable accommodations in its application process for individuals with disabilities and encourages applicants with disabilities to request any needed accommodation(s) using the contact information below.

Bayer offers the possibility of working in a hybrid model. We know how important work-life balance is, so our employees can work from home, from the office or combine both work environments. The possibilities of using the hybrid model are each time discussed with the manager.

Bayer respects and applies the Whistleblower Act in Poland.

The minimum gross monthly salary for this role is 15 600 PLN. The final salary will be determined based on objective factors such as professional experience, qualifications, scope of responsibility.

This position is eligible for variable pay components, such as annual or performance-based bonuses, awarded in accordance with the applicable employee group, role scope, and compensation structure.

In addition, Bayer offers a competitive and holistic benefits package, including:

• Supplementary medical services
• Flexible benefits supporting leisure and well-being
• Life, accident, and disability insurance
• Employer-supported pension plans
• Home office allowance to support hybrid or remote work
• Extra paid leave

Benefits may vary depending on role and employment conditions.

Location: Poland : Pomorskie : Gdańsk

Division: Enabling Functions

Reference Code: 889769