Customer Engagement Analytics & Shared Services Manager

No Relocation Assistance Offered
Job Number #175571 - Sao Bernardo do Campo, Sao Paulo, Brazil

Who We Are

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!

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.

 

Customer Engagement Analytics & Shared Services Manager

Site: IMIGRANTES

Reports to: Director, Customer Services Brazil

 

Objective:

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. 

 

Responsibilities:

Strategic Area Leadership & Vision

• Leadership & People Management: 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 
• 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). 
• Service Center Governance: Design, implement, and monitor internal Service Level Agreements (SLAs) with key cross-functional partners to ensure clear accountability, predictable execution, and smooth handoffs.
• Establish formal operational governance to track SLA adherence and develop immediate action plans when service levels deviate.
• End-to-End Intelligence & Analytics: Establish robust Data Governance standards within the area, ensuring data consistency, accuracy and single-source-of-truth reporting across customer orders, service levels and master data. 
• 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. 
• Strategic Partnership: Work in close collaboration with Customer Engagement Managers , customers and other Colgate's areas, ensuring we have the data, dashboards, and reports required for business reviews and efficiency committees (internal or external).
• Automation & Efficiency: 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 
• Financial and strategic business support: Drive specific efficiency and cost-saving projects directly contributing to Colgate's Funding the Growth program.
• Play an active role in key business rituals, including preparation for Performance Meetings, Mid-Year Reviews, Cost of Sales reviews, and commercial planning forums.

Requirements & Experience:

• Bachelor’s Degree completed (Engineering, Business Administration, Supply Chain, Logistics, or related fields).
• Leadership Experience: Proven experience leading, mentoring, and developing a team.
• Language: Advanced / Fluent English is essential for global connections, regional collaboration, and corporate reporting. Intermediate/Advanced Spanish is a plus.
• Core Competencies: Excellent communication and strategic influencing skills, high adaptability, analytical rigor, and resilience under pressure.
• Supply Chain & Customer Operations Background: Solid experience across End-to-End Supply Chain operations, Order-to-Cash (O2C), Customer Service/Engagement B2B and Logistics.
• Process & Results Driven: Proven background in process mapping, continuous improvement (Lean / Six Sigma principles), and governance frameworks.
• Data & Analytics Expertise: 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).
• Project Management: Demonstrated ability to lead cross-functional transformation projects, drive change management, and align conflicting stakeholder priorities.

 

Preferred Qualification:

• Advanced degrees or MBAs are a plus.

Our Commitment to Inclusion
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.

Equal Opportunity Employer
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.

Reasonable accommodation during the application process is available for persons with disabilities. Please complete this request form should you require accommodation.

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