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Manager, Consumer Response

Manager, Consumer Response

Coca-Cola Europacific PartnersGrimstad, Agder, Norge
2 days ago
Job description

Overview

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.

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