Manager, Consumer Response Lisboa

Overview

Manager, Consumer Response (6 month
- term contract): Are you passionate about ensuring product quality and delivering exceptional customer experiences? Coca-Cola Europacific Partners (CCEP) is looking for a
- driven and collaborative Manager, Consumer Response to lead the
-
- end handling of product quality contacts across our Benelux and Nordics Business Unit.

This is a
- impact role where you’ll drive operational excellence, support compliance, and strengthen our consumer trust through data, systems, and
- 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
  - making.
• Reporting & Analysis: Lead reporting activities, update complaint handling software, and generate specific reports on request.
• Support Traceability: Assist in traceability exercises and
  - 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
  - solving.
• Fluency in English to communicate across regions.
• Ability to support
  - functional teams and drive continuous improvement.

What We Value

• A
  - 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.