Senior Consumer & Customer Experience Leader

Arbex; North Sydney Council; Hybrid; AUD 120,000 - 170,000; Full time

Benefits offered by this job

Flexible work model

Remote-friendly

Career development opportunities

Job summary

Arbex is seeking a Consumer and Customer Experience Manager to lead and improve consumer service operations across both Consumer and Professional businesses, combining external agency management, stakeholder engagement, reporting and hands-on team leadership. This hands-on role requires 7–10+ years in customer or consumer service, 3+ years leading teams, and proficiency with Salesforce.

You will mentor two managers and partner with brand, commercial and marketing teams to improve service

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 experience leadership

Team leadership

Agency/vendor management

Service operations

Service reporting

Salesforce

Cross-functional collaboration

Stakeholder engagement

Tools

Salesforce

Job description

Arbex is seeking a Consumer and Customer Experience Manager to lead and improve consumer service operations across both Consumer and Professional businesses, combining external agency management, stakeholder engagement, reporting and hands-on team leadership. This hands-on role requires 7–10+ years in customer or consumer service, 3+ years leading teams, and proficiency with Salesforce.

You will mentor two managers and partner with brand, commercial and marketing teams to improve service