RRP Retention & Consumer Care Manager

About the role

This role is responsible for designing, owning and continuously evolving the RRP consumer‑care approach, ensuring a consumer‑centric, high‑quality service experience that supports retention and long‑term engagement across all channels.

Key responsibilities

• Own and continuously improve the RRP Consumer Care strategy, ensuring a consumer‑centric approach across all touchpoints.
• Define and govern service standards, escalation frameworks and hyper‑care processes.
• Oversee end‑to‑end consumer care operations across all channels, maintaining compliance and high‑quality service.
• Manage complex consumer cases and drive cross‑functional resolution of critical issues.
• Analyze consumer feedback and service data to identify trends, root causes and improvement opportunities.
• Partner with CJM, Product and Brand teams to enhance consumer experience, retention and loyalty.
• Prepare performance reports and provide actionable recommendations for business improvement.
• Develop and maintain service guidelines, knowledge bases and training materials.

Required profile

• University degree in Business, Marketing or Economics (international degree a plus).
• 5+ years experience in consumer care, customer experience or service operations within FMCG or consumer goods.
• Proven experience designing and evolving consumer care or service models.
• Hands‑on experience managing complex consumer cases, escalations and hyper‑care scenarios.
• Strong background in consumer complaints management, quality incidents and service governance.
• Experience working cross‑functionally with Brand, Product, Consumer Journey and external partners.
• Fluent in English and Russian; Kazakh is a plus.

Required skills

• Advanced Excel
• PowerPoint