GermanConsumerExperienceContactCenterManager

**Job Location** BUCHAREST OFFICE **Job Description** **Ready to lead and elevate consumer experiences for some of the world’s most iconic brands?** Join P&G as a **German Consumer Experience Contact Center Manager** and take ownership of the Consumer Relations operation for leading brands such as **Ariel®, Pampers®, Gillette®, Oral-B®, and Pantene®**. In this role, you will **lead, coach, and develop a team of Consumer Relations Specialists** , ensuring exceptional service delivery while continuously improving how we serve consumers. If you are a people leader with a passion for consumer care, operational excellence, and driving continuous improvement, this role is for you. **What You’ll Do** * Lead, coach, and motivate a team of Consumer Relations Specialists, fostering a high‑performance, consumer‑centric culture. * Track team performance, service quality, and key operational metrics to meet or exceed targets. * Oversee onboarding, training, and ongoing capability building to ensure consistent service delivery. * Manage complex and escalated consumer cases, acting as the key escalation point and decision‑maker for sensitive or high‑impact issues. * Ensure consumers are treated with empathy and kept informed throughout the resolution process. * Drive process and service enhancements through continuous improvement and change initiatives. * Analyze consumer feedback and complaints to identify trends and root causes, translating insights into actionable improvements. * Partner with cross‑functional stakeholders (e.g., Supply Chain, Quality, Brand, Market teams) to resolve issues and enhance end‑to‑end consumer journeys. **Job Qualifications** * Excellent verbal and written communication skills in **English & German** are required * Bachelor’s degree / Master’s degree * Proven experience in **consumer care, customer service, or complaint handling** , with **demonstrated people leadership experience** * Strong problem‑solving, and decision‑making skills, with the abili