Job Location

SEOUL THREE IFC OFFICE

Job Description

Role Summary

The Consumer Relations Manager in the Client Service Delivery team is responsible for managing, protecting, and improving our brand-category reputation. This role oversees consumer case management and operational service delivery to ensure our Global Consumer Relations services consistently meet Key Performance Indicators (such as SLA, CX, NPS) for assigned categories and clients across all consumer contact channels online and offline.

You will be responsible for managing internal/external stakeholders, guiding vendor performance, leading process improvements, and ensuring vendors have the correct product knowledge, all while driving continuous improvement and protecting the brand.

Key Responsibilities:

Service Delivery Operations

• Execute and oversee daily service delivery to meet operational Key Performance Inidcators and Service Level Agreements.
• Lead escalated consumer case management and ensure timely, quality resolutions.
• Enable vendors with the right processes, training, and knowledge to prevent escalations.
• Partner with cross‑functional teams to ensure seamless end‑to‑end delivery.

Initiative & Knowledge Management

• Own advisor and consumer facing knowledge for assigned categories.
• Lead deployment of product, promotion, and process updates.
• Drive article optimization, usage tracking, and post‑initiative learnings.

People Management & Team Leadership

• Lead and develop specialists and delivery teams.
• Foster a strong sense of belonging, accountability, and performance excellence.
• Apply “Great Manager” tools to support growth and engagement.

Process Improvement & Optimization

• Identify and implement efficiency and quality improvements.
• Lead work process optimization initiatives & projects.
• Support project delivery and change management.

Data, Analytics, Stewardship & Compliance

• Monitor consumer feedback, trends, and performance insights.
• Maintain accurate scorecards and reporting for monthly and quarterly reviews.
• Ensure compliance with stewardship, audit, and regulatory requirements.

Brand Protection & Issue Management

• Closely partner with internal & external stakeholders to protect brand reputation.

Job Qualifications

Qualifications

• A minimum of a bachelor’s degree from an accredited university, any major
• Minimum 1 year of full-time work experience
• Language proficiency: Native level of Korean, and professional level of English.
• Communication: Clear, effective communication with strong learning agility.
• Problem Solving: Applies consumer understanding to operational decision‑making.
• Execution: Delivers results through disciplined process ownership.
• Digital & Technical Proficiency: Uses tools to drive simplification and efficiency.
• Leadership & People Management: Accountable for team performance and development.
• Project Management: Supports continuous improvement initiatives.

About us

We produce globally recognized brands, and we grow the best business leaders in the industry. With a portfolio of trusted brands as diverse as ours, it is paramount our leaders are able to lead with courage the vast array of brands, categories and functions. We serve consumers around the world with one of the strongest portfolios of trusted, quality, leadership brands, including Always®, Ariel®, Gillette®, Head & Shoulders®, Herbal Essences®, Oral-B®, Pampers®, Pantene®, Tampax® and more. Our community includes operations in approximately 70 countries worldwide.

Visit http://www.pg.com to know more.

Our consumers are diverse and our talents - internally - mirror this diversity to best serve it. That is why we’re committed to building a winning culture based on Inclusion and our ideal candidate is passionate about the same principle: you will join our daily effort of being “in touch” so we craft brands and products to improve the lives of the world’s consumers now and in the future. We want you to inspire us with your unrivaled ideas.

We are committed to providing equal opportunities in employment. We do not discriminate against individuals on the basis of race, color, gender, age, national origin, religion, sexual orientation, gender identity or expression, marital status, citizenship, disability, veteran status, HIV/AIDS status, or any other legally protected factor.

Job Schedule

Full time

Job Number

R000153235

Job Segmentation

Entry Level