Senior Consumer & Customer Experience Lead (Hybrid)

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

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