Hands-On Customer Experience Leader — Consumer & Brand Ops

Kimberly-Clark Corporation; Sydney; Hybrid; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Flexible work model

Job summary

ARBEX is seeking a hands-on Senior Customer Service Leader to head and improve operations across Consumer and Professional businesses. You’ll manage an external consumer services agency, lead a small team and stay involved in day-to-day enquiries, escalation and performance reviews.

You’ll partner with brand, commercial and marketing teams, deliver monthly reports, drive continuous improvement, coach two managers, and ensure about 2,400 annual inquiries are resolved within targets.

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 service leadership

Agency management

Stakeholder engagement

Salesforce proficiency

Reporting & analytics

Team leadership

Budget oversight

Tools

Salesforce

Job description

ARBEX is seeking a hands-on Senior Customer Service Leader to head and improve operations across Consumer and Professional businesses. You’ll manage an external consumer services agency, lead a small team and stay involved in day-to-day enquiries, escalation and performance reviews.

You’ll partner with brand, commercial and marketing teams, deliver monthly reports, drive continuous improvement, coach two managers, and ensure about 2,400 annual inquiries are resolved within targets.