Consumer and Customer Experience Team Lead

Arbex; North Sydney; Hybrid; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Flexible working arrangements

Leave & wellbeing initiatives

Career development & mentoring

Employee benefits through app

Inclusive, collaborative culture

Job summary

Arbex is seeking a Consumer and Customer Experience Team Lead to drive day-to-day service delivery and continuous improvement across Consumer and Professional channels. You will manage escalations, monitor performance, and collaborate with Sales, Marketing, and Supply Chain to optimise customer interactions.

A practical, hands-on leader who thrives in a fast-paced environment will excel. You will lead two Customer Liaison and Loyalty Managers, ensuring timely responses to ~2,400 annual

Qualifications

• 5+ years in customer service or operations leadership.
• Experience leading a small customer service team with coaching and escalations.
• Experience with service reporting, process improvement and stakeholder engagement.
• Experience using CRM systems; Salesforce experience is a plus.

Responsibilities

• Support day-to-day relationship with external consumer services agency, including escalations, service performance, scope and cost monitoring.
• Partner with brand, commercial and marketing teams to share product updates that support effective consumer service delivery.
• Oversee consumer enquiries, complaints and service issues to ensure consistent, efficient handling.
• Monitor service performance, prepare monthly reporting and recommend improvements to processes.
• Lead and support a small team of two Customer Liaison and Loyalty Managers while remaining involved in day-to-day inquiries.
• Manage customer and distributor enquiries, including information requests, spare parts, samples and complaints.
• Ensure circa 2,400 annual enquiries and requests are handled within targets and policy.
• Coach the team on Arbex ways of working and optimise spare parts ordering through warehousing processes.

Skills

Customer service leadership

Team coaching

Escalation management

CRM systems

Stakeholder engagement

Salesforce experience

Tools

Salesforce

Job description

Consumer and Customer Experience Team Lead

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’ll play a key role in supporting customer and consumer service operations across both our Consumer and Professional businesses, with a strong focus on day-to-day service delivery, problem-solving and continuous improvement.

You’ll be actively involved in the operation, stepping into complex customer and consumer enquiries, escalations and service issues, reviewing performance and helping resolve problems through to completion.

You’ll work closely with Sales, Marketing, Supply Chain and our external consumer services partner to ensure enquiries are handled effectively, service levels are maintained and opportunities to improve processes and customer experience are identified and implemented.

We’re looking for someone who enjoys being close to the day-to-day operation, can manage competing priorities and brings a practical, solutions-focused approach to customer service.

Key responsibilities include:

Support the day-to-day relationship with our external consumer services agency, including escalations, service performance, agreed scope and cost monitoring.

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 and support a small team of two Customer Liaison and Loyalty Managers, while remaining actively involved in day-to-day customer enquiries, escalations and operational issues.

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

5+ years’ experience in customer service, consumer services, service operations or a similar operational environment.

Experience supporting or leading a small customer service team, including coaching, workload management and handling escalations.

Experience across customer issue resolution, service reporting, process improvement and stakeholder engagement. Exposure to external agency or vendor management would be advantageous.

Experience using CRM/customer service systems and reporting tools. Salesforce experience would be advantageous.

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 our people are our greatest asset, and we’re committed to supporting your wellbeing, development and career. At Arbex, you’ll have access to benefits designed to help you thrive both professionally and personally, including:

• Flexible working arrangements to support balance and purposeful collaboration
• Additional leave and wellbeing initiatives, including Recharge Days and paid Volunteer Leave
• Career development and progression opportunities, with access to learning, development and mentoring
• Employee benefits and discounts through the Flare app, alongside wellbeing and mental health support
• An inclusive, collaborative and supportive culture where you can learn, grow and build your career

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.