Consumer & Shopper Engagement Manager

Job Description

• Lead a team of professional level specialists within the Consumer & Shopper Engagement department

• Take full ownership of escalations, providing support and coaching the team through to full resolution. Work with government authorities and partner contact center team if needed to solve consumer complaints.

• Work with other areas in CSE to provide timely updates to the Leadership Team on high profile escalations and MBRs.

• Develop the specialists to be able to handle higher-level cases, be an additional safety layer for the escalated cases and analyze trends in our reporting to share with stakeholders.

• Lead ad-hoc departmental projects that improve consumer experience and efficiency. Proactively drive the system and process localization to meet compliance regulations.

• Utilize data and a continuous improvement mindset to discover ways to develop the Level 2 Support team's efficiency and solve root cause drivers of our workload.

• Work with Continuous Improvement to look for ways to improve processes.

• Influence and collaborate with key stakeholders on improvement initiatives that positively impact the consumer.

Play your part in our team succeeding

Our mission in Consumer and Shopper Engagement (CSE) is to be the champions of consumers and guardians of the LEGO Group’s Play Promise. Our vision is to innovate the future of service, deepen consumer engagement and be a reason why people choose the LEGO Brand.

We are a global team with contact centres in the UK, Germany, USA,  Singapore and Shanghai, supporting over 4 million customer engagements per year across multiple channels.

Do you have what it takes?

• At least 8-10 working experience with 2+ years management experience in team management (ideally in a contact centre environment).

• Broad experience of working with support teams.

• Knowledge of contact centre systems.

• Ability to build strong relationship with stakeholders inside and outside of Consumer and Shopper Engagement (CSE)

• Excellent communication skills to handle ambiguous situations and articulate well to manage expectations.

• Ability to work in high pressured, high profile situations with all levels of stakeholders and consumers.

• Strong collaboration capability.

• Native Mandarin and advanced English language skills.

Nice to have:

• Experience working as part of a global team e.g. across EMEA, US and APAC.

• Experience in working closely alongside Continuous Improvement teams.

• Ability to analyse complex data to drive performance improvements

• Willing to work on shift rotation, e.g. weekend shift

#LI-JY2

Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you're interested in this role we encourage you to apply as soon as possible.

What’s in it for you?

Here is what you can expect:

Family Care Leave - We offer enhanced paid leave options for those important times.

Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.

Wellbeing - We want our people to feel well and thrive. We offer resources and benefits to nurture physical and mental wellbeing along with opportunities to build community and inspire creativity.

Colleague Discount – We know you'll love to build, so from day 1 you will qualify for our generous colleague discount.

Bonus - We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme.

Workplace - When you join the team you'll be assigned a primary workplace location i.e. one of our Offices, stores or factories. Our hybrid work policy means an average of 3 days per week in the office. The hiring team will discuss the policy and role eligibility with you during the recruitment process.

Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.

The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age and religion) to apply for roles in our team.

The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.

Thank you for sharing our global commitment to Children’s Rights.

Just imagine building your dream career.

Then make it real.

Join the LEGO® team today.