Customer Engagement Analytics & Shared Services Manager (Sao Bernardo do Campo, SP, BR)

<style type="text/css"> </style> <p><span style="font-family:Arial, Helvetica, sans-serif">No Relocation Assistance Offered<br>Job Number #175571 - Sao Bernardo do Campo, Sao Paulo, Brazil<br><br><strong>Who We Are</strong><br><br>Colgate-Palmolive Company is a global consumer products company operating in over 200 countries specializing in Oral Care, Personal Care, Home Care, Skin Care, and Pet Nutrition. Our products are trusted in more households than any other brand in the world, making us a household name!<br><br>Join Colgate-Palmolive, a caring, innovative growth company reimagining a healthier future for people, their pets, and our planet. Guided by our core values—Caring, Inclusive, and Courageous—we foster a culture that inspires our people to achieve common goals. Together, let's build a brighter, healthier future for all.</span><br> </p><p style="line-height:1.2;text-align:justify;margin-top:0.0pt;margin-bottom:0.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><strong>Customer Engagement Analytics &amp; Shared Services Manager   </strong></span></p> <p style="line-height:1.2;text-align:justify;margin-top:0.0pt;margin-bottom:0.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><strong>Site: IMIGRANTES       </strong></span></p> <p style="line-height:1.2;text-align:justify;margin-top:0.0pt;margin-bottom:0.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><strong>Reports to: Director, Customer Services Brazil</strong></span></p> <p style="line-height:1.2;text-align:justify;margin-top:0.0pt;margin-bottom:0.0pt"> </p> <p style="line-height:1.2;text-align:justify;margin-top:0.0pt;margin-bottom:0.0pt"><span style="font-size:12.0pt"><strong><em><span style="font-family:Arial, sans-serif">Objective:</span></em></strong></span></p> <p style="line-height:1.2;text-align:justify;margin-top:0.0pt;margin-bottom:0.0pt"><span style="font-size:12.0pt;font-family:Verdana, sans-serif"> </span></p> <p style="line-height:1.2;text-align:justify;margin-top:0.0pt;margin-bottom:0.0pt"><span style="font-size:12.0pt;font-family:Arial, sans-serif">To build, lead, and scale a centralized Customer Engagement Service Center aiming to transform decentralized tasks into a standardized, automated, and highly efficient operation. Operating as a strategic partner to Customer Engagement Managers and Customer Development, this position drives operational excellence, enforces data governance, optimizes our processes, and drives efficiencies. </span></p> <p> </p> <p style="line-height:1.2;text-align:justify;margin-top:0.0pt;margin-bottom:0.0pt"><span style="font-size:12.0pt"><strong><span style="font-family:Arial, sans-serif">Responsibilities:</span></strong></span></p> <h4 style="line-height:1.2;margin-left:-0.1pt;text-indent:-0.1pt;text-align:justify;margin-top:12.0pt;margin-bottom:2.0pt;padding-left:0.1pt"><span style="font-size:12.0pt"><strong><em><span style="font-family:Arial, sans-serif">Strategic Area Leadership &amp; Vision</span></em></strong></span></h4> <ul> <li style="line-height:1.2;text-align:justify"><span style="font-size:12.0pt"><strong><span style="font-family:Arial, sans-serif">Leadership &amp; People Management:</span></strong><span style="font-family:Arial, sans-serif"> Lead, develop, and empower the Customer Engagement analyst team by embedding Colgate’s Leadership Principles (LIFT) as our cultural foundation. Foster an inclusive, high-performance environment that prioritizes growing together' provides clarity on objectives, and champions 'courageous change' to drive continuous improvement </span></span></li> <li style="line-height:1.2;text-align:justify"><span style="font-size:12.0pt;font-family:Arial, sans-serif">Build a structured training and onboarding curriculum to continuously upskill the team in Supply Chain end-to-end processes, data analytics, systems, and soft skills (negotiation, stakeholder management). </span></li> <li style="line-height:1.2;text-align:justify"><span style="font-size:12.0pt"><strong><span style="font-family:Arial, sans-serif">Service Center Governance:</span></strong><span style="font-family:Arial, sans-serif"> Design, implement, and monitor internal </span><strong><span style="font-family:Arial, sans-serif">Service Level Agreements (SLAs)</span></strong><span style="font-family:Arial, sans-serif"> with key cross-functional partners to ensure clear accountability, predictable execution, and smooth handoffs.</span></span></li> <li style="line-height:1.2;text-align:justify"><span style="font-size:12.0pt;font-family:Arial, sans-serif">Establish formal operational governance to track SLA adherence and develop immediate action plans when service levels deviate.</span></li> <li style="line-height:1.2;text-align:justify"><span style="font-size:12.0pt"><strong><span style="font-family:Arial, sans-serif">End-to-End Intelligence &amp; Analytics:</span></strong><span style="font-family:Arial, sans-serif"> Establish robust </span><strong><span style="font-family:Arial, sans-serif">Data Governance</span></strong><span style="font-family:Arial, sans-serif"> standards within the area, ensuring data consistency, accuracy and single-source-of-truth reporting across customer orders, service levels and master data. </span></span></li> <li style="line-height:1.2;text-align:justify"><span style="font-size:12.0pt;font-family:Arial, sans-serif">Deliver deep, predictive, and root-cause analyses on key indicators (e.g., On time, Fill Rate OOS, Order-to-Cash cycles), transforming raw data into actionable, preventive business solutions. </span></li> <li style="line-height:1.2;text-align:justify"><span style="font-size:12.0pt"><strong><span style="font-family:Arial, sans-serif">Strategic Partnership:</span></strong><span style="font-family:Arial, sans-serif"> Work in close collaboration with </span><em><span style="font-family:Arial, sans-serif">Customer Engagement Managers</span></em><span style="font-family:Arial, sans-serif">, customers and other Colgate's areas, ensuring we have the data, dashboards, and reports required for business reviews and efficiency committees (internal or external).</span></span></li> <li style="line-height:1.2;text-align:justify"><span style="font-size:12.0pt"><strong><span style="font-family:Arial, sans-serif">Automation &amp; Efficiency: </span></strong><span style="font-family:Arial, sans-serif">Drive end-to-end process optimization and digitalization across the Service Center. Identify operational bottlenecks, streamline manual workflows, and leverage automation/low-code solutions to maximize efficiency and shift the team's capacity toward high-value predictive analytics </span></span></li> <li style="line-height:1.2;text-align:justify"><span style="font-size:12.0pt"><strong><span style="font-family:Arial, sans-serif">Financial and strategic business support:</span></strong><span style="font-family:Arial, sans-serif">Drive specific efficiency and cost-saving projects directly contributing to Colgate's Funding the Growth program.</span></span></li> <li style="line-height:1.2;text-align:justify"><span style="font-size:12.0pt;font-family:Arial, sans-serif">Play an active role in key business rituals, including preparation for Performance Meetings, Mid-Year Reviews, Cost of Sales reviews, and commercial planning forums.</span></li> </ul> <p><br><br></p> <p style="line-height:1.2;margin-left:-0.1pt;text-indent:-0.1pt;text-align:justify;margin-top:12.0pt;margin-bottom:2.0pt;padding-left:0.1pt"><span style="font-size:12.0pt"><strong><span style="font-family:Arial, sans-serif">Requirements &amp; Experience:</span></strong></span></p> <ul> <li style="font-size:12.0pt;font-family:&#39;Times New Roman&#39;, serif"><span style="font-size:12.0pt;font-family:Arial, sans-serif"><span style="font-size:11.0pt">Bachelor’s Degree completed (Engineering, Business Administration, Supply Chain, Logistics, or related fields).</span></span></li> <li style="line-height:1.2"><span style="font-size:12.0pt;font-family:Arial, sans-serif">Leadership Experience: Proven experience leading, mentoring, and developing a team.</span></li> <li style="line-height:1.2"><span style="font-size:12.0pt"><strong>Language:</strong> Advanced / Fluent English is essential for global connections, regional collaboration, and corporate reporting. Intermediate/Advanced Spanish is a plus.</span></li> <li style="line-height:1.2"><span style="font-size:12.0pt"><strong>Core Competencies:</strong> Excellent communication and strategic influencing skills, high adaptability, analytical rigor, and resilience under pressure.</span></li> <li style="line-height:1.2"><span style="font-size:12.0pt"><strong><span style="font-family:Arial, sans-serif">Supply Chain &amp; Customer Operations Background:</span></strong><span style="font-family:Arial, sans-serif"> Solid experience across End-to-End Supply Chain operations, Order-to-Cash (O2C), Customer Service/Engagement B2B and Logistics.</span></span></li> <li style="line-height:1.2"><span style="font-size:12.0pt"><strong>Process &amp; Results Driven:</strong> Proven background in process mapping, continuous improvement (Lean / Six Sigma principles), and governance frameworks.</span></li> <li style="line-height:1.2"><span style="font-size:12.0pt"><strong>Data &amp; Analytics Expertise:</strong> Strong experience with Data Visualization tools, SAP (or major ERPs), process automation, data structuring, and basic coding/scripting logic (e.g., Python, SQL, VBA, or RPA tools).</span></li> <li style="line-height:1.2"><span style="font-size:12.0pt"><strong>Project Management:</strong> Demonstrated ability to lead cross-functional transformation projects, drive change management, and align conflicting stakeholder priorities.</span></li> </ul> <p style="line-height:1.2;margin-top:12.0pt;margin-bottom:2.0pt"> </p> <p style="line-height:1.2;margin-top:12.0pt;margin-bottom:2.0pt"><strong><span style="font-size:11.0pt;font-family:Arial, sans-serif">Preferred Qualification:</span></strong></p> <ul> <li style="line-height:1.2;font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif"> Advanced degrees or MBAs are a plus.</span></li> </ul><p><br><span style="font-family:Arial, Helvetica, sans-serif"><strong>Our Commitment to Inclusion</strong><br>Our journey begins with our people—developing strong talent with diverse backgrounds and perspectives  to best serve our consumers around the world and fostering an inclusive environment where everyone feels a true sense of belonging. We are dedicated to ensuring that each individual can be their authentic self, is treated with respect, and is empowered by leadership to contribute meaningfully to our business.</span><br><br><br><span style="font-family:Arial, Helvetica, sans-serif"><strong>Equal Opportunity Employer</strong><br>Colgate is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status (United States positions), or any other characteristic protected by law.<br><br>Reasonable accommodation during the application process is available for persons with disabilities. Please complete this<a href="https://docs.google.com/forms/d/e/1FAIpQLSdaxk_eF4utznQoVHlxmL9jVFJbOkM4Oe5CAdKOg-h9EPdLfg/viewform" target="_blank" rel="noopener"> <span style="color:#0000ff">request form</span></a> should you require accommodation.<br><br><span style="color:#000000">#LI-Hybrid</span></span></p>