Sr Manager

3 weeks ago

Gurgaon Haryana, India PepsiCo Full time

Overview The role is responsible for leading and evolving the Consumer Relations CR function for both Foods and Beverages in India ensuring a best-in-class consumer experience that protects brand reputation and builds consumer trust The incumbent will drive strategy capability building partner management and analytics to ensure timely effective and consumer-centric resolution of queries complaints and feedback Responsibilities Key Responbilities Responsible for maintaining an effective Consumer Relations function for both beverages and foods by having the right people right structure and right tools and processes for Quality Trade and others Be the owner of the consumer satisfaction and be responsible for building reputation for the Organization by acting as a conscious keeper between consumers customers and the organization Develop Consumer Relations Strategies for a robust function with clear processes and strict timelines Building Capabilities To ensure that both internal and external teams are regularly trained on team processes and refreshers It also includes CR processes company and product information validity quality processes sales processes consumer contest FAQs and CR software trainings To train both Beverages Franchise quality teams on consumer relations mandates and soft skills To train Foods PSRs and CEs on processes and product handling and storage mandates Reporting and Analytics To provide consistent and insightful reports to internal stakeholders Be sensitive to gauge the sensitivity of issues take corrective action and escalate to right stakeholders like legal SRA R D and Comms teams It is not only about product quality or food safety issues but also about feedback on new product launches or formulation change Regular connect with sales and quality teams of both foods and beverages including plant locations on food safety and serious quality issues being reported from them External Partners Close connect with external stakeholders to ensure 100 processes to be followed by them and meeting all turnaround times Work with them on bringing better efficiencies in the ways of working Since the sensitivity of escalations have gone multifold due to consumer awareness and social media it is important to be extremely vigil in gauging the sensitivity and dealing with such escalations Others Work closely with global Consumer Experience teams to understand new innovations like systems processes approved statements etc and bring the best practices for India team To share India Consumer Relations best practices with the three India countries - Nepal Sri Lanka and Bangladesh and help them create Consumer Relations Function to ensure regionalization of Consumer Experience across the region Qualifications Strong experience in leading Consumer Relations Customer Experience or Quality Regulatory interface roles Prior experience in FMCG Consumer Goods Retail or Food Beverage sectors is essential Demonstrated experience managing external vendors and internal cross-functional stakeholders

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