Job Description:

Job Purpose:

The Consumer Care Assistant Manager is responsible for ensuring a great consumer experience for Pet Nutrition China. This role partner cross-functionally to improve consumer experience in PN China. drives continuous improvement of consumer satisfaction, loyalty and retention.

Key Responsibilities:

• Operation Management

Oversee the daily operations of consumer care, including outsourced hotline call centers, training and vendor management.

• Complaint & Escalation Handling

Manage complex consumer complaints and escalations, ensuring timely resolution and root cause analysis.

• Performance Monitoring

Track KPIs such as CPM, hotline performance, analyze trends and implement corrective actions.

• Cross-functional Collaboration

Work closely with marketing, sales, R&D, and quality teams to align consumer feedback with business improvements. Also join the risk assessment with cross function to deliver consumer feedback.

Reporting & Insights:

Regularly prepare and present reports to senior management on consumer care performance and initiatives.

Qualifications:

• 5+ years of experience in consumer/customer service management, pet industry experience is preferred.
• Experience managing call centers or service vendors is highly desirable.
• Strong analytical and communication skills.
• Capacity to adapt and be resourceful in unanticipated situations.