Global Consumer Relations Operations Director
P&G is the largest consumer packaged goods company in the world. We have operations in over 75 countries, with 65 trusted brands that improve lives for 5 billion consumers worldwide. This brings many advantages, including the opportunity for our employees to enjoy a diverse and rewarding lifelong career filled with new and exciting challenges.
We believe great ideas emerge from the creative connections that happen between our talented employees, and we encourage diverse, multi-functional teams to work together to generate new ideas to address challenges we face.
We are looking for a dynamic and passionate leader, with proven management experience in the customer service industry to join our Global Consumer Relations (GCR) organization as North America Operations and Client Services Director. This role isbased in Cincinnati, Ohio. In GCR, we are experts in consumer conversations, providing delightful experiences and directly influencing business strategy & growth, product design and insights generation. We are empowering P&G to become a Consumer Experience Company in North America!
We bring together consumer care expertise with a bias for innovation. We enable brands to win in the world of conversational commerce, offering both personally handled and self-serve conversational experiences to help our consumers when, how and where they choose to connect with us. We unleash the power of consumer engagement data and translate it into actionable value insights fueled by innovative technologies. We deliver exceptional service, guiding our consumers through the path to purchase, and growing business value and growth.
You will lead the NA GCR Operations Organization, including providing direction and strong governance to partners serving both NA Consumers and P&G Categories while meeting and exceeding consumer experience, service levels and innovation goals.
Effectively manage multiple agencies and suppliers to forecast, plan and execute with excellence each Category/brand consumer care strategic operational objectives and programs. This wouldinclude efficient handling of potential high-volume events and/or Crisis management situations.
Effectively manage a $15+ million budget across multiple brands, agencies, partners and suppliers.
Cooperate with global GCR operational leaders and partners in other regions driving best practices.
You will act in a strategic and influential capacity as part of a multifunctional team, working closely with Brand Management, Product Supply, R&D, Finance and others. You will beleading brand engagement and quality execution of all GCR services and solutions to deliver each Category/brand business building objectives.
Deeply understand brand/category Objectives, Goals, Strategies and Measures and define GCR strategies that clearly help to deliver brand/category business growth.
Deliver KPIs and service levels aligned with each brand/category, while providing strategic counsel on where and how to leverage GCR’s solutions and services portfolio to build business value, drive reach, engagement and loyalty across the consumer path to purchase.
Secure solutions and services annual opt-in and ad hoc funding from brands, categories and business teams via scaled GCR renewals process.
Define, align and execute detailed action plans for each brand/category program, while establishing and cultivating strong, long-term partnerships with category/brand/leadership teams.
You will build your skills every day and evolve your NA GCR organization capabilities enabling breakthrough contributions, employees’ satisfaction and rewarding, meaningful careers
Elevate individual and team’s skills to successfully deliver present and future business needs.
Step-change contributions through individual accountability and role modeling of leadership and GCR behaviors (trust, curiosity, collaboration & focus).
Continually evaluate and grow partnership opportunities with new brands, key stakeholders and external partners.
Coach and manage direct reports and partners to fully leverage their strengths and improve their opportunity areas.
Your key to success will be your ability to effectively define and align key stakeholders to a strategic vision while also juggling multiple urgent priorities to get things done. We are looking forsomeone who can effectively influence both internal and external stakeholders, including P&G senior and partners leadership.
- Ability to identify meaningful opportunities, recommend strategic direction, and secure alignment/funding; proven track record of leading complex projects.
- Proactively anticipate what’s needed, plan ahead, stay in front of needs; operate with agility and manage multiple priorities simultaneously.
The Ideal Candidate:
This is a fast-paced, demanding, and high-visibility role, where the ideal candidate must display outstanding leadership and influencing skills to inspire and encourage their organization and partners to continue delivering the highest standard of consumer care, in an Omni channel world. In Global Consumer Relations, we leverage multiple strategic vendors and build valuable business partnerships to deliver frictionless consumer conversational experiences via our services and solutions portfolio. As a senior executive, the NA Ops Director liaises with key members of brands and partners’ leadership teams to deliver P&G’s business growth strategies and actively collaborates with colleagues around the world.
This position represents P&G at prominent customer service industry events and with the top thought leaders in related technology areas. As technology plays an increasingly important role in delivering seamless customer service efficiently and cost-effectively, this professional requires the skills to understand the contribution of technology and prepare sound business cases for investment as/when needed. This role has 15+ direct reports and manages a diverse ecosystem of agencies and suppliers.
- A minimum of a bachelor’s degree in a business related subject. Master’s degree preferred.
- Proven leadership experience in Customer Service industry, 10+ years professional experience, VP level or similar (contact center, omnichannel, direct to consumer marketing or similar).
- Customer Service Domain Mastery – understanding of customer service industry and basic related technology infrastructure and architecture (telephony, social channels/platforms, analytics/metrics, etc).
- Proven track record effectively managing multiple suppliers and direct reports. (i.e. coaching, salary planning, work plans, budgets, performance evaluations, etc.)
- Strong Written, Verbal and Visual Communication Skills, including the ability to translate complex concepts, technical language, into consumer-friendly communications.
- Ability to relocate to Cincinnati, Ohio and travel up to 10% domestically and/or internationally.
- Certification and membership of a professional institute such as the Customer Service Institute of America also are important to career development.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, disability status, age, sexual orientation, gender identity and expression, marital status, citizenship, HIV/AIDS status or any other legally protected factor.Immigration sponsorship is not available for this role. As a general matter, Procter & Gamble does not sponsor candidates for nonimmigrant visas or permanent residency. However, Procter & Gamble may make exceptions on a discretionary basis. Any exceptions would be based on the Company’s specific business needs at the time and place of recruitment as well as the particular qualifications of the individual.Procter & Gamble participates in e-verify as required by law. Qualified individuals will not be disadvantaged based on being unemployed.
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Job posted: 2020-07-31