Manager, Consumer Response

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:

• 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.
  
  

Who You’ll Work With:

• Internal Stakeholders: Operations, QESH, CIC, BU Management, and site teams across Benelux and Nordics.
• External Partners: Co-fillers, customers, and consumers via CIC channels.
  
  

What You’ll Bring:

• 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.
  
  

What We Value:

• 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.
  
  

Growth & Development Opportunities:

• Deepen expertise in consumer response and quality systems.