Consumer Affairs Transformation Manager

Colgate; Warszawa; Hybrid; PLN 253,000 - 339,000; Full time

Job summary

A leading consumer products company in Warsaw is seeking a Consumer Affairs Transformation Manager to drive change and improve consumer care. The ideal candidate will possess strong project management skills, fluency in English, and the ability to collaborate across various functions. Join us in enhancing consumer trust and experience through an innovative approach.

Qualifications

• Ability to drive and implement change programmes.
• Confident user of technology to solve business problems.
• Experience managing complex projects.
• Ability to work with cross-functional teams across cultures.

Responsibilities

• Drive change to equip contact centres with necessary knowledge.
• Partner with Senior Manager to drive Consumer Affairs transformation.
• Participate in initiatives for business growth and consumer connection.

Skills

Change management

Application of technology

Project Management

Strong written and verbal communication

Fluency in English

Relationship building

Analytical skills

Job description

Established in 1806 as a small soap and candle business in New York City, Colgate‑Palmolive is now a truly global company with products sold in over 200 countries and territories under such internationally recognised brand names as Colgate, Palmolive, Softsoap, Irish Spring, Protex, Sorriso, Kolynos, elmex, Tom's of Maine, Sanex, Ajax, Axion, Soupline, Haci Sakir, Suavitel, PCA SKIN, EltaMD, Filorga and Hello as well as Hill's Science Diet and Hill's Prescription Diet.

Colgate‑Palmolive is a leading consumer products company that serves hundreds of millions of consumers worldwide with brands and products across four core businesses – Oral Care, Personal Care, Home Care and Pet Nutrition. We are committed to offering products that make lives healthier and more enjoyable, and programmes that enrich communities around the world.

Every day millions of people trust our products to care for themselves and the ones they love. Our goal is to use our technology to create products that will continue to improve the quality of life for our consumers wherever they live.

A career at Colgate‑Palmolive is an excellent opportunity if you seek a global experience, constant challenge, and development opportunities in an environment that respects work/life effectiveness.

Job Title: Consumer Affairs Transformation Manager

Travel Required: up to 10% of time

Posting Start Date: 05/11/2025

Hybrid

No Relocation Assistance Offered

Who We Are

Colgate‑Palmolive Company is a global consumer products company operating in over 200 countries specialising in Oral Care, Personal Care, Home Care, Skin Care, and Pet Nutrition. Our products are trusted in more households than any other brand in the world, making us a household name! Join Colgate‑Palmolive, a caring, innovative growth company reimagining a healthier future for people, their pets, and our planet. Guided by our core values—Caring, Inclusive, and Courageous—we foster a culture that inspires our people to achieve common goals. Together, let's build a brighter, healthier future for all.

As Consumer Affairs Transformation Integration & Engagement Specialist for the European Division, you will be part of a team that delivers the highest quality consumer care helping to retain our consumers and maintain/increase their trust in our brands while being fully compliant with internal and external processes and regulations. The Consumer Affairs Transformation Manager will play a key role in the transformation of the team as we seek to collectively close the gaps in delivering a frictionless experience. The Consumer Affairs Transformation Manager will also be critical in connecting Consumer Affairs to the business and the business to Consumer Affairs while being viewed as an internal expert.

Responsibilities

• drive change to best equip European contact centres and Colgate‑Palmolive Consumer Affairs teams in the countries/hubs/division with relevant knowledge management to excel in consumer care and compliance fitness
• Partnering with the Senior Manager Consumer Affairs Europe to drive transformation across the Consumer Affairs Ecosystem
• Actively participate in initiatives to drive business growth, promote the Consumer Affairs Function by identifying ways to leverage the close connection Consumer Affairs has with our consumers including but not limited to new tools, methodologies and ways of working. Ensuring relevant consumer feedback is incorporated and acted on.

• Knowledge Management (Information Provision & Knowledge Base Maintenance)

  Transformation programme to automate knowledge management systems leveraging appropriate technology opportunities. Ensures the EU contact centre and internal Consumer Affairs personnel have the appropriate information to respond to consumer contacts. Serves as the key contact for access to CA information via Gsites. Maintains the product Knowledge Base so that all contained information is up to date; liaises with local and division marketing teams to collect key event information (e.g. promotions, social media) so that contact centre agents are aware. Will be the key contact and trainer for contact centre or internal CA personnel for product/event‑related questions.

• Training

  Defines an effective training strategy leveraging technology as appropriate. Organises/delivers product, promotion and activity training. Organises/delivers training in collaboration with Local Consumer Affairs and Global Consumer Affairs.

• Reporting & Insight

  Explores and develops enhanced Consumer Affairs capabilities in the area of insight development, e.g. implementing surveys/re‑contact consumers to probe quality issues. Analyses trends and issues alert in case of unusual observations or thresholds reached, e.g. complaints to sales ratio. Shares, in the most effective and impactful way, findings of the analysis of contact data, in particular enabling Manufacturing and Quality to track quality issues, and discusses opportunities to drive product improvements with Marketing, R&D, Professional and other functions. Liaise with other divisions to share best practices and elevate the function. Supports the Senior Manager Consumer Affairs Europe on key pieces of the Consumer Affairs Transformation Project e.g. programme to redesign engagement points. Operates as a replacement during absences of other team members.

• Other Responsibilities

  Partnering with the Senior Manager Consumer Affairs Europe to drive transformation across the Consumer Affairs Ecosystem. Actively participate in initiatives to drive business growth, promoting the Consumer Affairs Function by identifying ways to leverage the close connection Consumer Affairs has with our consumers including but not limited to new tools, methodologies and ways of working. Ensuring relevant consumer feedback is incorporated and acted on.

Skills

• Change management: ability to drive & implement change programmes
• Application of technology to solving business problems & confident user of technology
• Project Management: managing complex projects
• Strong written and verbal communication
• Fluency in English, both written and verbal, German and/or French would be an additional asset
• Relationship building and teamwork, including: Ability to work with people across functions and organizational levels; Ability to understand and work with people across countries and cultures.
• Able to thrive in a fast pace environment
• Analytical skills
• Ability to present complex data in a simple way
• Ability to manage systems, e.g. setting up automated reports, alerts by exception
• Marketing sensitivity, familiarity with social media and interest in technology
• Perseverance
• Ability to apply rigor and attention to detail

Our Commitment to Inclusion

Our journey begins with our people—developing strong talent with diverse backgrounds and perspectives to best serve our consumers around the world and fostering an inclusive environment where everyone feels a true sense of belonging. We are dedicated to ensuring that each individual can be their authentic self, is treated with respect, and is empowered by leadership to contribute meaningfully to our business.

Equal Opportunity Employer

Colgate is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status (United States positions), or any other characteristic protected by law. Reasonable accommodation during the application process is available for persons with disabilities. Please complete this request form should you require accommodation.