Consumer Excellence Specialist

Overview

Karo Healthcare, a dynamic and growing personal-care retail company, is all about making smart choices for everyday healthcare. With a wide-ranging portfolio across seven categories including medical products, we own and sell over 80 brands in about 90 countries. Our portfolio includes such brands as E45, Pevaryl, Lamisil, Nutravita, Decubal and many others. Our core belief in empowering people to make intelligent health decisions drives our growth strategy, blending organic expansion and M&A. Join us at Karo Healthcare on our exciting journey. We're currently looking for a Consumer Excellence Specialist for our office in Maidenhed.

What's in it for you?

• A hands-on, consumer-facing role where your impact is visible every day
• Exposure to multiple established brands in a fast-moving, international environment
• Close collaboration with Quality, PV, Marketing, and Regulatory teams
• Strong opportunities to grow your expertise within consumer health and FMCG

What you'll be doing

Consumer Enquiries & Support

• Respond to consumer enquiries across email, social media, and third-party platforms with accuracy, empathy, and professionalism
• Act as a trusted point of contact for product and brand-related questions
• Ensure a consistent, high-quality tone of voice across all consumer touchpoints

Complaint Handling & Safety Reporting

• Log consumer complaints and feedback accurately in Veeva, in line with internal processes and regulatory requirements
• Identify and escalate adverse events and potential safety concerns to Pharmacovigilance and Quality teams in a timely manner
• Take ownership of complex cases, ensuring clear communication and end-to-end resolution

Collaboration & Continuous Improvement

• Work closely with cross-functional teams including Quality, PV, Marketing, and Regulatory Affairs to resolve consumer issues
• Support and collaborate with outsourced consumer service partners to ensure consistent service quality
• Share consumer insights and feedback to support product, process, and experience improvements

Brand & Portfolio Management

• Represent a portfolio of Established and Digestive Health brands, adapting communication style to each brand's tone and audience
• Maintain up-to-date product knowledge, including ingredients and regulatory guidelines, to confidently support consumers

Qualifications

• Experience in consumer support, customer care, or complaint handling, ideally within FMCG, consumer health, skincare, or regulated environments
• Strong written and verbal communication skills with a clear, empathetic, and professional approach
• High attention to detail and strong organisational skills, especially when handling complaints and safety-related information
• Comfortable working across multiple channels such as email, social media, and third-party platforms
• Collaborative mindset with experience working in cross-functional and outsourced team setups
• Understanding of Pharmacovigilance requirements and the importance of compliance in consumer-facing activities

Benefits Opportunities

• Opportunity to create, grow, and encourage
• Apart from a competitive salary pack, there are lots of growth opportunities to meet your personal ambitions
• Flexible schedule, hybrid model with the primary work place in the office, and life-work balance
• Responsibility for exciting and challenging projects that have a direct, visible impact on our customers and the industry
• Very positive work environment in a dynamic, international, and motivated team
• Start-up spirit while being a part of the large international organization with strong values

Karo Healthcare has a Diverse & Inclusive environment. We are looking for qualified candidates irrespective of gender, gender identity, sexual orientation, ethnicity, race, religion, national origin, disability or age.