No Relocation Assistance Offered
Job Number175629 : Warsaw, Mazovia, Poland
Who We Are
Colgate:Palmolive Company is a global consumer products company operating in over 200 countries specialising in Oral Care, Personal Care, Home Care, Skin Care, and Pet Nutrition. Our products are trusted in more households than any other brand in the world, making us a household name
Join Colgate:Palmolive, a caring, innovative growth company reimagining a healthier future for people, their pets, and our planet. Guided by our core values-Caring, Inclusive, and Courageous-we foster a culture that inspires our people to achieve common goals. Together, lets build a brighter, healthier future for all.
1. Position Purpose and Summary
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Reporting directly to the Consumer Affairs Transformation Manager, EMEA, the Operational Excellence Specialist drives process simplification, technology automation, AI integration, and customer:centric operational improvements across the EMEA Consumer Affairs ecosystem.
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This position directly supports the Transformation Manager in closing gaps to deliver a seamless consumer experience, equipping EMEA contact centers and regional hubs with robust Knowledge Management, delivering effective training programs, collaborating with Local Consumer Affairs Specialists (LCAs), and enhancing consumer retention to protect trust in our brands.
2. Key Responsibilities and Core Accountabilities
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AI:Driven Knowledge Management and Content Architecture:
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Knowledge Base and AI Integration: Lead the ongoing curation, enrichment, and maintenance of the regional Knowledge Management system (GSites / Emplifi Knowledge Base). Actively integrate Artificial Intelligence (AI) and GenAI tools into knowledge workflows to enhance searchability, automated content summarization, and agent assistance.
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Knowledge Retention Strategy: Implement structured knowledge retention practices to preserve institutional expertise, streamline onboarding, and prevent information loss across evolving teams.
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Commercial and Cross:Functional Alignment: Partner closely with Brand Marketing, Commercial, Legal, and Regulatory teams to gather key information regarding new product launches, commercial campaigns, promotional activities, and product availability across various EMEA markets, ensuring contact centers and internal teams are fully prepared.
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Process Simplification, Automation and Continuous Improvement:
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Process Simplification and Seamless Experience: Identify operational bottlenecks and eliminate unnecessary steps in consumer contact workflows across all channels to drive a seamless consumer experience.
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Automation, AI and Digital Integration: Partner with IT and vendor technical teams to execute process automation opportunities.
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Omnichannel Operational Support: Assist in refining operational workflows and guidelines across consumer contact channels, ensuring consistent brand voice, quality engagement, and awareness of digital/social media channel dynamics.
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Continuous Improvement: Drive continuous improvement initiatives aimed at improving First Contact Resolution (FCR), lowering handling complexity, and elevating consumer satisfaction (CSAT) scores.
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Training Program Development and LCA Collaboration:
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Training Strategy and Delivery: Design, update, and deliver comprehensive training modules on new tools, AI technologies, system SOPs, product launches, and soft:skills/consumer empathy for contact center reps and internal staff.
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LCA Operational Partnership: Serve as the primary operational partner to Local Consumer Affairs Specialists (LCAs) across EMEA hubs; provide ongoing guidance, standard SOP templates, tool access support, and operational alignment.
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Onboarding and Competency Fitness: Manage onboarding plans and curriculum compliance for new LCAs and outsourced vendor teams to ensure compliance and operational readiness.
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Consumer Experience, Retention and Transformation Sup
Salary: Competitive
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