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About the Role
Lead and improve customer and consumer service operations across both the Consumer and Professional businesses, combining external agency management, stakeholder engagement, reporting, and hands-on team leadership. This is a hands-on leadership role where you will lead and develop a small team while remaining actively involved in day-to-day operations.
Responsibilities
- Manage the external consumer services agency, including issue escalation, performance tracking, scope of work and budget oversight.
- Partner with brand, commercial and marketing teams to share timely product, brand and initiative updates that support effective consumer service delivery.
- Oversee consumer enquiries, complaints and service issues to ensure consistent, efficient handling in line with business expectations.
- Monitor service performance, prepare monthly reporting and recommend improvements to ways of working.
- Lead two Customer Liaison and Loyalty Managers supporting KCP distributors and end-user customers.
- Manage customer and distributor enquiries, including information requests, spare parts, samples, product support and complaints.
- Ensure approximately 2,400 annual enquiries, spare parts requests, sample orders and complaints are handled within service targets and company policy.
- Coach the team on Arbex ways of working and optimise spare parts ordering through Tactics warehousing processes.
Requirements
- 7–10+ years’ experience in customer or consumer experience, service operations or service management.
- 3+ years’ experience leading teams, customer service operations or service transformation.
- Strong capability across agency/vendor management, issue resolution, service reporting, process improvement and stakeholder engagement.
- Proficiency using Salesforce and customer service reporting tools.
- Ability to communicate clearly across commercial, marketing, supply chain and service teams.
- Experience supporting distributors, end-user customers or consumer-facing service channels would be highly regarded.
Skills
- Salesforce
- Customer service reporting tools
Location
- North Sydney Office
Work Type
- Hybrid
- Employee
- Regular
- Full time
Experience Level
- 7-10+ years
- 3+ years
Benefits
- Flexible work model that blends remote work with intentional in-person collaboration
About the Company
- Join Arbex and help support trusted brands including Kleenex®, Scott®, Viva® and WypAll® through strong customer and consumer service leadership.
- You’ll work in a collaborative environment focused on performance, sustainability, inclusion, wellbeing and career development.
Equal Opportunity
- We are a committed equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, age, pregnancy, genetic information, citizenship status, or any other characteristic protected by law.