UK Consumer Experience Issues Management Advisor

Job description

Overview

This role is a key support to PepsiCo’s risk mitigation programme, by ensuring the effective management of serious and sensitive complaints received from consumers (i.e. those alleging harm,  property damage, allergic reaction or with reputational risk), (and some 3 rd parties) whilst recognizing the needs of the business to manage risk and legal liabilities.  The role critically provides early warning visibility of serious complaints and emerging complaint trends, through effective data capture, and reporting.  This is s hybrid working role requiring minimum 1-2 working days in the office each week, flexing with 1 x colleague in role

Responsibilities

·  Accountable for the effective and timely management of complaints with potential reputational risk including personal injury claims (i.e. alleging harm/allergic reaction), property damage, and serious product quality complaints, across all PepsiCo brands
·  Responsible for ensuring the appropriate investigation of serious issues / claims liaising with PepsiCo/3 rd Party Manufacturing Site Quality Teams, and 3 rd parties (e.g. Dentists, Doctors, Hospitals), to demonstrate due diligence and reach satisfactory resolution of issues and protect brand reputation.  Includes managing the secure retrieval and chain of custody of product samples whilst within PepsiCo’s control    
·  A facilitator of consumer personal injury claims received via Solicitors, and Regulators ensuring timely notification to key stakeholders, investigation and reply
·  A crucial ‘voice of the consumer’ early warning of key issues and trends, to relevant internal stakeholders through timely and effective notifications
·  A Europe CofE SME for Consumer Issues Management, facilitating plant investigations for 4 European markets, and support to the CX Incident Task Force in the event of product withdrawal/recall
Qualifications

·  Demonstrates excellent verbal and written communication skills, including tone of voice, empathy, and questioning for effective data capture and positive engagement with consumers.  Has ability to positively influence consumers and stakeholders to ensure satisfactory and timely resolution to key issues
·  Demonstrates a high level of organizational skills to effectively prioritize and manage a varied workload against competing priorities, and across a complex cross functional network. Has ability to self-manage and motivate without close supervisio
·  Has ability to work under pressure in a professional, efficient and courteous manner. Is quality and consumer focused, and demonstrates high level of attention to detail, and accuracy in all communication
·  Has good knowledge of Microsoft Office. Some knowledge of social media platforms and Salesforce is desirable
·  Ideally has some knowledge of PepsiCo business and brands and proven consumer facing experience (3 years+) in a Consumer Experience role is a key advantage