Job Description
Are You Ready to Make It Happen at Mondelēz International?
Join our Mission to Lead the Future of Snacking. Make It With Pride.
You effectively manage consumer contacts to achieve consumer satisfaction and retain consumer loyalty.
How you will contribute
You will effectively manage consumer contacts to achieve consumer satisfaction and retain consumer loyalty, help turn voluntary consumer contacts into insights and actions, and oversee the consumer relations operations and lead reporting.
What you will bring

A desire to drive your future and accelerate your career and the following experience and knowledge:

• Contact center management, analysis, customer service, front-end, and operational systems with foundational functional expertise
• Social media operations
• Recall management
• Project management
• Thinking strategically, managing projects independently, and being consumer focused
• Developing people and interpersonal/team building/motivational skills
• Analytical and quantitative skills
• Communicating effectively, verbally and in writing

More about this role
What you need to know about this position:
The purpose of Consumer Care is to contribute to the Mondelez Vision 2030 with Mondelez becoming a consumer centric powerhouse.

We act on accordance to our principles:

• consumers and brands first
• leading in partnership
• operational excellence
• anticipating consumers

The Consumer Care specialist FBNL is responsible for managing the daily operational function as well as support the external vendor who receives ~ 35.000 consumer contacts annually for FBNL (FY 2024).
To maximize consumer satisfaction, build brand loyalty, and ensure brand protection (safety/ reputation), this role requires a high level of communication with the main stakeholders (esp. Quality, Marketing, CGA, Legal, Regulatory)
& external providers (callcenter, agencies, tech partners). The role supports the digital transformation of Consumer Care integrating new technology and AI to ensure efficiencies.
What extra ingredients you will bring:
Ensure operational excellence of vendor

The Consumer Care Specialist FBNL manages the performance of the vendor team for the respective geographical responsibility

• monitor and evaluate the business performance against a set of SLAs / KPIs provided by the Consumer Care tool (PEGA) & CARE BI reports (inc. Voice of Consumers)
• initiate corrective actions in case of underperformance.
• ensure adherence to Standard of Procedures
• prepare agents with necessary information (e.g. product launches, promotions) for conversations with consumers (eg. content creation & update in dedicated tools : PEGA, Care MD, Care KM)
• liaise with key stakeholders at vendor to continuously improve processes

Align with priorities of business unit

The Consumer Care Specialist FBNL is responsible to align the priorities of Consumer Care with the ones of the respective business unit

• ensure that the Consumer Care organization in respective geography is in line with the needs of the respective business unit
• provide support to ensure the achievement of business plans
• collaborate with regional SST in case of special situations
• provide training for internal and external stakeholders (SoMe agencies, fulfilment vendors etc…)

Management of Consumer Care budget
The Consumer Care Specialist FBNL ensures to operate within given budget and to provide necessary updates.
Support the digital transformation of Consumer Care

The integration / enhancement of new technology and addition of AI is one of the priorities to ensure further efficiencies

• represent FBNL perspective when developing / adapting processes
• contribute by supporting the CRM / Reporting teams (UAT tester)
• support the vendor in daily business when new technology is implemented
• kick off and / or support projects (e.g. digital compensation, sample collection enhancement)
• support the global / regional Implementation team in digitalizing our processes in partnership with our contact centre partner and CRM technical lead

Education / Certifications:
University Degree

Job specific requirements:

• a good communicator to Senior Management
• strong affinity to processes and systems
• at ease with data analysis and presentation skills
• at least 5-8 year experience in customer and / or consumer service or similar area
• at least 3 – 5 years in international environment
• Contact center experience is considered a plus
• Project management experience
• SST experience

Travel requirements:
Work schedule:
Relocation Support Available?
No Relocation support available
Business Unit Summary
We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply!
Our people make all the difference in our succes
Mondelēz International is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation or preference, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Excited to grow your career?
We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply!

Please refer the Job description for details