Consumer And Customer Experience Team Lead

Kimberly-Clark Corporation; Sydney; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible working arrangements

Additional leave and wellbeing

Career development and mentoring

Employee benefits and discounts

Inclusive, collaborative culture

Job summary

ARBEX is seeking a Consumer and Customer Experience Team Lead to oversee day-to-day service delivery across consumer and professional channels, handle escalations, and drive continuous improvement. You will partner with Sales, Marketing and Supply Chain to ensure timely product updates and consistent customer experiences.

The role leads a small team of two Customer Liaison and Loyalty Managers, manages workloads and stakeholder expectations, and aims to handle about 2,400 annual enquiries within

Qualifications

• 5+ years in customer service, consumer services, or related operations.
• Experience leading a small customer service team with coaching and escalations.
• Experience in service reporting, process improvement, and stakeholder engagement.

Responsibilities

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

Skills

CRM systems

Salesforce

Stakeholder management

Communication across teams

Tools

CRM software

Job description

Consumer and Customer Experience Team Lead Job Description 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

• 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.

Total Benefits

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.

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.

#LI-Hybrid Primary Location North Sydney Office Additional Locations Worker Type Employee Worker Sub-Type Regular Time Type Full time