Vet & Consumer Experience Manager ANZ

No Relocation Assistance Offered

Job Number #169280 - Sydney, New South Wales, Australia

Overview

Hill's Pet Nutrition is seeking a passionate and strategic leader to join our team as the Manager of our Veterinary & Consumer Experience for Australia & New Zealand. In this pivotal role, you will lead our Hill’s Helpline - a dedicated team of nutritional consultants who are the frontline voice of the Hill's brand in ANZ. You will be responsible for delivering a best-in-class customer experience for both veterinary professionals and pet parents across all touchpoints.

This position involves not only leading and developing a high-performing team but also shaping the strategic direction of our pet parent engagement, driving operational excellence, and spearheading our digital transformation initiatives. If you are a dynamic leader with a passion for people, pets, and innovation, we encourage you to apply.

Key Responsibilities

1. 1. Team Leadership & High-Performance Culture (50%)

- Lead & Develop: Lead, mentor, and inspire the ANZ Veterinary & Consumer Experience Team, fostering a high-performance culture dedicated to providing exceptional technical and product support across phone, email, digital, and social channels.

- Performance & Development: Oversee all training, communication, and professional development for the V&CE team, including the creation of comprehensive induction materials for new hires. Empower your direct reports to grow & develop within the business.

- Operational Management: Ensure adequate team coverage and resource allocation to manage all inbound and outbound communications effectively.

- Compliance & Escalation: Act as the primary point of contact for complex escalations. Liaise directly with Regulatory, Legal, and PVA teams to manage complaints and adverse events, including managing the PetFAST process.

- Service Coordination: Oversee key veterinary programs, including the Minnesota Urolith Service, the Hill’s Veterinary Consultation Service (VCS), and support for Hospital and Healthcare Team feeding programs.

- Culture Champion: Embody and promote Hill's values culture within the ANZ business, championing Diversity, Equity & Inclusion initiatives.

2. 2. Strategic Planning & Operational Excellence (30%)

- Customer Experience (CX) Strategy: Develop, implement, and evaluate the overarching CX strategy for the ANZ region, ensuring it aligns with business objectives and evolving customer needs.

- Process Improvement: Utilise data insights and industry best practices to continuously refine and improve processes, response guides, and performance metrics, driving a superior brand experience.

- Cross-Functional Communication & Collaboration: Serve as the key liaison between the Vet & Consumer Experience Team and other departments (e.g., Marketing, Sales, Digital), ensuring consumer feedback is effectively integrated into broader commercial strategies & shared throughout the organisation.

- Knowledge Management: Oversee the creation and maintenance of all knowledge management resources, including approved technical responses, brand tone of voice guides, and crisis communication protocols.

3. 3. Digital Transformation & Engagement (20%)

- Digital Expertise: Act as the subject matter expert for all digital engagement tools (CRM, AI-driven tools, automation), championing their use to enhance team efficiency and customer engagement.

- Technology Implementation: Lead the implementation of new digital service channels, such as live chat and virtual veterinary consultations, to enhance service quality and accessibility.

- Data-Driven Engagement: Develop and implement protocols to capture first-party (1P) data during pet parent interactions, creating opportunities for deeper engagement and a more personalised consumer journey.

- Loyalty & Advocacy: Work cross-functionally with the Digital Engagement Team to develop follow-up processes that generate pet parent testimonials, build brand loyalty, and increase pet parent satisfaction.

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Our Commitment to Inclusion

Our journey begins with our people—developing strong talent with diverse backgrounds and perspectives to best serve our consumers around the world and fostering an inclusive environment where everyone feels a true sense of belonging. We are dedicated to ensuring that each individual can be their authentic self, is treated with respect, and is empowered by leadership to contribute meaningfully to our business.

Equal Opportunity Employer

Colgate is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status (United States positions), or any other characteristic protected by law.

Reasonable accommodation during the application process is available for persons with disabilities. Please complete this request form (https://docs.google.com/forms/d/e/1FAIpQLSdaxk_eF4utznQoVHlxmL9jVFJbOkM4Oe5CAdKOg-h9EPdLfg/viewform) should you require accommodation.

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