Consumer Relations Specialist Netherlands

Job Description

Auto req ID: 198875BR

Job Description

The role of a NL Consumer Relations Specialist plays in important role in supporting an effective risk mitigation and consumer care claims programme. The role plays a critical part in raising business awareness to potential trends, issues and incidents liaising with key business stakeholders as well as the consumer to maintain an effective early warning process. The role will manage alleged injury, illness and property damage claims including allergy and foreign item plant investigations, liaison with Legal team to ensure a fair and satisfactory conclusion. Working as part of a team, play an active part in the delivery of consumer service excellence, providing effective weekday cover to meet the needs of our consumers and the business through: Highly efficient with the capability to correctly prioritise workloads, ensuring delivery includes an attention to detail and builds consumer engagement

  • Effectively self-manage and prioritise daily workloads whilst working as part of a team to deliver service levels for the centre as a whole by managing consumer contacts across all PepsiCo brands primarily through Email, Phone and postal channels.

  • Be accountable for the effective management of alleged foreign object, injury, sickness and property damage claims from consumer and customer interactions across our PepsiCo brands, ensuring capability to manage across multi-channels including digital and traditional contact routes.

  • Instigate complaint investigations across ESSA PepsiCo and Third Party manufacturing sites to conclusion to enable effective complaint resolution and protect brand reputation.

  • Act as an early warning’ to key business stakeholders through rapid notification and trend reports of potential hot topics, issues and incidents in order to protect PepsiCo business and its brands.

  • Provide support to the Consumer Relations Incident Task Force that ensures effective contribution to the successful outcome and management of brand or corporate incidents or crises.

  • Support Consumer Rel. team by delivering against individual and team KPIs and SLAs as workloads require.(f.e. gathering Marketing updates and updating dietary information)

  • Act as Primary contact point to support national account and grey import consumer complaints by liaising with relevant key stakeholders to facilitate the timely investigation and feedback to both account and consumer, where appropriate.

  • Act as Subject Matter Expert for ESSA CR Colleagues to enable effective resolution of consumer issues by sharing experience, best practice learnings, protocols and tool kits.

  • Support corporate and Performance with Purpose core messaging through proactive and positive story telling, identifying and delivering opportunities to engage consumers and drive advocacy and loyalty.

Demonstrate strong communication, negotiation and empathy skills, adopting appropriate tone of voice and creating and adapting responses that deliver effective resolution and enables the capture of effective

Without Reference:

  • Effectively resolve/respond to all consumer interactions primarily via email, phone and post providing appropriate and considered information in via private messaging within agreed protocols/processes using the appropriate reimbursement (or alternative equivalent such as replacement product) to a maximum level of €25.

  • Authorise appropriate route of return for any complaints, including Freepost, Recorded or Special delivery to ensure effective resolution.

  • Respond to written consumer interactions using and adapting approved letters and paragraphs within set protocols.

  • Initiate and manage investigations in line with CR protocol.

  • Initiate business alerts in line with CR Protocol

  • Advising Social Media team in responding to consumer complaints.

With Reference:

  • Deviating away from business agreed and approved responses to meet consumer needs in line with business key messaging, seeking alternative response in accordance with Legal Team, Director Corporate Communications and Line Manager.

Effectively resolve consumer interactions with reimbursement levels above €25. Work outside of functional guidelines and seek agreement from Corp. Comms Director where value will exceed €25 as appropriate.

  • Ability to navigate in a digital work environment’

About PepsiCo

PepsiCo products are enjoyed by consumers more than one billion times a day in more than 200 countries and territories around the world. PepsiCo generated more than $64 billion in net revenue in 2018, driven by a complementary food and beverage portfolio that includes Frito-Lay, Gatorade, Pepsi-Cola, Quaker and Tropicana. PepsiCo's product portfolio includes a wide range of enjoyable foods and beverages, including 22 brands that generate more than $1 billion each in estimated annual retail sales.

Guiding PepsiCo is our vision to Be the Global Leader in Convenient Foods and Beverages by Winning with Purpose. “Winning with Purpose” reflects our ambition to win sustainably in the marketplace and embed purpose into all aspects of the business. For more information, visit


Able to operate effectively during periods of adverse circumstances and challenging situations.
Fosters a culture of diversity and inclusion.
Passion for delivering against stretch targets
Clearly demonstrates team ethos, recognizing and supporting peers through periods of high volume, complexity or challenging projects/promotions
Ability to positively influence others to drive results.
Ability to develop and maintain robust multi-level cross functional relationships
Ability to work without direct reference.
Ability to adapt working hours/days and location on occasion to meet business needs

  • Essential

  • Service Orientated: Experience and passion for managing consumer complaints demonstrating ability to connect with consumers to provide a valued service.

  • Negotiation and Influencing skills: Ability to positively influence consumers and business partners to ensure satisfactory and timely resolution to key issues and incidents.

  • Systems capable: capable of using Excel, Word & PowerPoint, CEM.

Clear Communicator: Strong communications in the Dutch language – supporting both formal & informal written and verbal communications., able to adapt style and tone to fit the situation (consumers and internal/ external key stakeholders).

  • Attention to Detail: Able to accurately capture information and identify relevant insights that support pertinent and robust data capture to manage potential issue and incident trending to protect business and brand reputation.

  • Priority Focused: Able to flex and adapt, delivering against competing priorities, projects and timelines ensure key functional and individual accountabilities are met

  • Level of basic knowledge relating to legal aspects of managing claims – eg GDPR.

  • You have excellent written and verbal communication skills in English and Dutch


  • Business Savvy: Robust understanding of BNL PepsiCo Brands

  • Demonstrated capability of working with cross functional teams
  • Knowledge regarding Food, Allergens, Quality Assurance
  • Managing Risk: Experience in managing serious and sensitive consumer issues


Relocation Eligible: Not Applicable
Job Type: Regular