Hybrid Customer Experience Leader (Consumer & Brand Support)

Arbex; Sydney; Hybrid; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Flexible work model

Job summary

Arbex in Sydney is seeking a hands-on Customer Experience Leader to drive service operations across both the Consumer and Professional businesses, balancing strategic oversight with day‑to‑day involvement. You will manage external agencies, lead a small team and partner with brand, commercial and marketing teams to deliver exceptional service.

The role requires 7–10+ years in customer service operations and 3+ years of leadership, with strong Salesforce proficiency and a track record of

Qualifications

• 7–10+ years in customer or consumer service operations or service management.
• 3+ years 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.

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 leadership

Team leadership

Agency management

Stakeholder engagement

Service reporting

Cross-functional communication

Tools

Salesforce

Job description

Arbex in Sydney is seeking a hands-on Customer Experience Leader to drive service operations across both the Consumer and Professional businesses, balancing strategic oversight with day‑to‑day involvement. You will manage external agencies, lead a small team and partner with brand, commercial and marketing teams to deliver exceptional service.

The role requires 7–10+ years in customer service operations and 3+ years of leadership, with strong Salesforce proficiency and a track record of