Consumer Experience Leader

1 week ago

Central Coast, Australia beBeeLeadership Full time $90,000 - $110,000
Job Description

We are seeking an experienced Consumer Response Centre Manager to champion the voice of the consumer within our business and communicate our brand values with authenticity to consumers.

This role requires you to lead, coach and empower a team of Consumer Engagement Specialists, fostering excellence in consumer engagement and best practice processes.

You will oversee consumer interactions across multiple platforms to ensure high service standards for internal and external stakeholders.

Additionally, you will develop, implement and maintain training materials, processes and procedures to meet compliance standards in complaints handling and provide data insights for informed decision making.

Your primary goal will be to build an in-depth understanding of our technical product information to support informed consumer interactions.

Required Skills and Qualifications
  • A minimum of 5-7 years experience in customer service or consumer engagement, with a proven track record in leadership or management.
  • Strong empathy and a customer-centric mindset dedicated to delivering excellence.
  • Skill in managing complex customer scenarios and escalation cases with professionalism.
What We Offer

A supportive workplace culture that fosters continuous learning and personal growth, with exciting professional development opportunities and enticing benefits.

This is a fantastic opportunity to join a purpose-driven team where your contributions matter and contribute to the expansion of our iconic household brands while pioneering innovation for our collective future.

Key Responsibilities
  1. Lead and empower a team of Consumer Engagement Specialists.
  2. Oversee consumer interactions across multiple platforms.
  3. Develop and implement training materials and processes.
  4. Build an in-depth understanding of our technical product information.

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