Manager, Consumer Response
Coca-Cola Europacific PartnersNorway2 days ago
Full-timeSupply Chain
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Manager, Consumer Response (6 month fixed-term contract):
Are you passionate about ensuring product quality and delivering exceptional customer experiences? Coca-Cola Europacific Partners (CCEP) is looking for a detail-driven and collaborative Manager, Consumer Response to lead the end-to-end handling of product quality contacts across our Benelux and Nordics Business Unit.
This is a high-impact role where you’ll drive operational excellence, support compliance, and strengthen our consumer trust through data, systems, and cross-functional teamwork. This is a 6 month fixed term contract.
What You’ll Do:
Are you passionate about ensuring product quality and delivering exceptional customer experiences? Coca-Cola Europacific Partners (CCEP) is looking for a detail-driven and collaborative Manager, Consumer Response to lead the end-to-end handling of product quality contacts across our Benelux and Nordics Business Unit.
This is a high-impact role where you’ll drive operational excellence, support compliance, and strengthen our consumer trust through data, systems, and cross-functional teamwork. This is a 6 month fixed term contract.
What You’ll Do:
- Lead & Coordinate:Manage the receipt and handling of quality complaints from customers and consumers, ensuring timely and accurate resolution.
- System & Data Ownership:Deploy and implement complaint handling tools, maintain data integrity, and oversee compliance reporting across the BU.
- Stakeholder Engagement: Act as the key contact for the CIC and operations teams, supporting complaint analysis and feedback loops.
- Risk Management: Score complaints for risk (red flags to high potentials) and analyse trends to inform decision-making.
- Reporting & Analysis: Lead reporting activities, update complaint handling software, and generate specific reports on request.
- Support Traceability: Assist in traceability exercises and real-case investigations to ensure product accountability.
- Training & Enablement: Train users on IT tools and act as Super User to maintain and enhance system tools in line with BU needs and CCEP standards.
- Collaboration & Communication: Work closely with operations and BU management to escalate major complaint issues and drive effective action plans.
- Internal Stakeholders: Operations, QESH, CIC, BU Management, and site teams across Benelux and Nordics.
- External Partners: Co-fillers, customers, and consumers via CIC channels.
- Strong administrative and IT/document control skills.
- Experience with complaint handling systems; Nexus knowledge is a plus.
- Meticulous attention to detail and pragmatic problem-solving.
- Fluency in English to communicate across regions.
- Ability to support cross-functional teams and drive continuous improvement.
- A customer-first mindset and responsiveness to feedback.
- Commitment to data accuracy and compliance.
- Ability to work independently and collaboratively.
- Passion for quality and operational excellence.
- Deepen expertise in consumer response and quality systems.
Key Skills
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