▷ 15h Left Consumer Affairs Lead

Overview

Edgewell is not just a company, but a vibrant global community of 6,800 visionaries, doers, and makers. Our family of over 25 personal care brands serves people in more than 50 countries. We are dedicated to infusing joyfulness into every aspect of our work. Our pledge goes beyond our products, with our fundamental value of People First guiding us to foster a diverse, inclusive, and respectful environment where every team member can flourish and celebrate our shared achievements.

Sydney Hybrid Working

Attractive salary & benefits

Let/'s Talk About You

We are looking for an experienced Professional on fixed term contract to join Edgewell Personal Care – a global consumer goods business with a portfolio of over 25 brands (Wilkinson Sword, Schick, Hawaiian Tropic, Carefree, Bulldog Skincare for Men, Jack Black and recently acquired Cremo Grooming… just to name a few).

Now, Let/'s Get Down to Business

Reporting to the Senior Marketing Manager, you will be responsible for overseeing the intake, management and resolution of all consumer cases including complaints, inquiries and escalations across our total portfolio in Oceania.

If there/'s one thing, you/'ll get here at Edgewell, it/'s a collaborative group full of likeable, diverse and nurturing colleagues. They/'re an inspiring bunch.

Here’s a sample of what you’ll get up to:

- Manage the end-to-end consumer contact process, including enquiries, feedback, and complaints, across multiple channels (Consumer CRM, phone, email, social media, etc.)
- Ensure all responses are timely, empathetic, accurate, and aligned with legal, regulatory, and company standards.
- Manage product complaints and adverse event reporting in collaboration with Post Market Surveillance, Legal, and Quality teams.
- Escalate high-risk complaints and adverse events as required, in line with internal SOPs and regulatory guidelines.
- Administer consumer remediation processes, including the provision of refunds, replacement products, or service vouchers, ensuring all resolutions are delivered in line with company policy, regulatory requirements, and service quality standards.
- Coordinate the retrieval and documentation of consumer product samples, escalating quality related complaints to the appropriate manufacturers or Quality Assurance teams, and supporting the preparation of investigation reports and root cause analyses.
- Manage inventory of consumer replacement stock and ensuring timely replenishment to support efficient resolution of consumer cases.
- Insights & Continuous Improvement
- Analyse trends in consumer feedback to identify issues, emerging risks, or opportunities for product and service enhancement.
- Prepare regular reports and dashboards for senior leadership, highlighting KPIs and key insights.
- Collaborate with cross-functional teams to drive corrective and preventive actions
- Drive continuous improvement in consumer service delivery and escalation processes.
- Develop and deliver quarterly business presentations, providing detailed analysis of consumer contact volumes, trend data, and key reporting metrics to inform strategic decision-making.
- Review daily and weekly reports to confirm all cases are addressed, ensuring accuracy and no issues are overlooked.
- Process Development & Team Leadership
- Work with brand teams to create scripts, FAQs, and training materials related to consumer interaction by facilitating structured weekly meetings with leadership team, Marketing team and Oceania consumer Affairs team to priortise resolution of key high priority issues.
- Collaborate cross-functionally to ensure alignment between brand messaging, regulatory constraints, and consumer expectations and escalations.
- Lead the Consumer Affairs team fostering a high-performance and consumer-centric culture ensuring cases are managed appropriately, escalations occur when required, and all processes are documented and followed
- Mentor and coach team members to ensure high-quality, compliant, and empathetic consumer interactions
- Ensure systems and tools are optimally managed to support efficient and compliant case management.
- Participate in PMSA team calls and monthly global Consumer Affairs forums, including sessions outside standard business hours, to ensure regional alignment with global processes.
- Lead daily communication with Commercial Eyes teams and PMS/Medical Affairs to coordinate the management of high-priority, sensitive, or escalated cases.
- Establish and maintain CRM integrations across brand websites in partnership with local and global teams, ensuring seamless data capture and case management functionality.
- Oversee external agency processes and social media moderation policies in collaboration with media partners to ensure adherence to brand, regulatory, and service standards.
- Design and deliver ongoing training programs covering global processes, regulatory updates, post-market requirements, and legal obligations to maintain team capability and compliance.
- Maintain comprehensive, up-to-date product knowledge across all brands, including new product developments (NPDs), ensuring accurate system entries, consumer contact pages, and product listings

Are You Ready to Show Us What You’ve Got?

While your experience is of course important, we’re all about making useful things joyful, so we love when our prospective candidates are passionate about this too.

Here’s what we are looking for:

- Minimum 5 years/' experience in consumer affairs, complaints management, or customer service leadership, ideally within the FMCG, cosmetics, or therapeutic goods sectors.
- Proven ability to manage adverse events, complex complaints, and high-risk consumer interactions.
- Excellent written and verbal communication skills, with the ability to handle sensitive issues with professionalism and empathy.
- Demonstrated ability to manage stakeholders and work cross-functionally with Regulatory, Legal, Quality, and Marketing teams.
- Proficiency in CRM systems and data analytics tools (e.g. Agent, Power BI)
- Ability to manage multiple priorities in a fast-paced environment.
- Flexibility to participate in after-hours meetings for global alignment when required
- Background in medical science, health or regulatory affairs
- Experience in team leadership
- Familiarity with cosmetic and TGA regulations

Key Stakeholders

- Reports to Senior Marketing Manager
- Key relationships internally will include Leadership Team, Regional PMS, Quality, legal, MAPS and Global Consumer Affairs team.
- Internal cross-functional teams: Marketing, Sales, Customer Service team
- Tools include Microsoft office applications, Agent, PowerBI.

#INT

Edgewell is an equal opportunity employer. We do all we can to create a collaborative and diverse global team, where good ideas can thrive, and our colleagues can learn and lead. We prohibit discrimination based on age, color, disability, marital or parental status, national origin, race, religion, sex, sexual orientation, gender identity, veteran status or any legally protected status in accordance with applicable federal, state and local laws. We listen deeply and speak directly to create an environment that’s open to difference. We aim to bring joy to not only the products we create and the people we serve, but our colleagues across the globe too.

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