Manager, Consumer Response

Job Description

Are you looking for new challenges and personal growth within Coca-Cola Europacific Partners? Then we have a great opportunity for you!
Do you have a personality with the power to influence and connect?
Can you sustain the pace to keep on growing?
Will you make an impact with your desire to win?

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.

• 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.

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

• 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.

• 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.

• Deepen expertise in consumer response and quality systems.

Application

If this role is of interest to you please upload a recent copy of your CV and a member of the Talent Acquisition team will be in touch.

We believe that equal opportunities means inclusion, diversity and fair treatment for all.

We aim to make our recruitment process as comfortable and accessible as possible and would appreciate it if you would advise us of any particular requirements, adjustments or requests you may have to help us ensure that your experience is enjoyable.

Job Information:
Hiring Manager: Wilhelmina Schellekens
Recruiter: Tegan McColl
Grade: G3
Location: Pan EU : Belgium:Brussels/Bruxelles : Anderlecht(HQ) || Pan EU : Bulgaria:Sofia : Sofia City || Pan EU : France:Ile-de-France : Paris || Pan EU : Germany:Berlin : Head office national:10245 || Pan EU : Iceland:Reykjavik : Reykjavik || Pan EU : Norway:Akershus : Norway HQ- Lorenskog || Pan EU : Portugal:Lisboa e Vale Do Tejo : Lisboa || Pan EU : Spain:Cataluna : Barcelona || Pan EU : Spain:Madrid : Madrid || Pan EU : Sweden:Svealand : Stockholm - HQ || Pan EU : The Netherlands:Zuid Holland : Rotterdam(Hoofdkantoor) || Pan EU : United Kingdom:CCEP Site Locations : Uxbridge