Consumer and Customer Experience Manager

Arbex; North Sydney Council; Hybrid; AUD 120,000 - 170,000; Full time

Benefits offered by this job

Flexible work model

Remote-friendly

Career development opportunities

Job summary

Arbex is seeking a Consumer and Customer Experience Manager to lead and improve consumer service operations across both Consumer and Professional businesses, combining external agency management, stakeholder engagement, reporting and hands-on team leadership. This hands-on role requires 7–10+ years in customer or consumer service, 3+ years leading teams, and proficiency with Salesforce.

You will mentor two managers and partner with brand, commercial and marketing teams to improve service

Qualifications

• 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.

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.

Skills

Customer experience leadership

Team leadership

Agency/vendor management

Service operations

Service reporting

Salesforce

Cross-functional collaboration

Stakeholder engagement

Tools

Salesforce

Job description

Consumer and Customer Experience Manager

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.

About You

You will 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. While you will lead and develop a small team, you’ll also remain actively involved in day‑to‑day operations, supporting complex customer and consumer enquiries, resolving issues, reviewing service performance and driving continuous improvement initiatives. Success in this role requires a willingness to balance people leadership with hands‑on operational involvement.

Key responsibilities include:

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.

Experience, Skills and Qualifications

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.

We believe that our employees are our greatest asset, and we're committed to providing them with the resources they need to be successful. If you're looking for a rewarding career with a company that cares about its employees, then Arbex is the place for you.

Flex That Works at ARBEX

We believe great work happens when people come together with purpose. That's why we offer a flexible work model that blends remote work with intentional in-person collaboration, helping you connect, grow, and innovate while maintaining the balance you value.

And finally, the fine print...

For ARBEX to grow and prosper, we must be an inclusive organisation that applies the diverse experiences and passions of its team members to brands that shape the future of tissue and hygiene, which is why we seek to build a workforce that encompasses the experiences of our consumers. When you bring your original thinking to ARBEX, you fuel the continued success of our enterprise. 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.

The statements above are intended to describe the general nature and level of work performed by employees assigned to this classification. Statements are not intended to be construed as an exhaustive list of all duties, responsibilities and skills required for this position.

Employment is subject to verification of local policies.

This role is available for local candidates already authorised to work in the role’s country only. ARBEX will not provide relocation support for this role.