Consumer Engagement Director
2 weeks ago
Sanitarium Health Food Company is a pioneering FMCG business with over 125 years of experience in delivering nutritious and affordable products to consumers. With a strong commitment to making a positive health impact, we strive to be the trusted household brand for healthy living.
Role OverviewWe are seeking an experienced Consumer Response Centre Manager to lead our team of Consumer Engagement Specialists. As the champion of consumer voice within the business, you will ensure that our consumers feel valued and heard across all communication channels.
This role involves coaching, inspiring, and guiding your team to deliver top-tier service and build meaningful consumer relationships. You will also oversee consumer interactions, develop processes and procedures, and provide data insights for informed decision-making.
Key Responsibilities- Champion the voice of the consumer within the business and communicate brand values authentically to consumers.
- Lead, coach, and empower a team of Consumer Engagement Specialists to foster excellence in consumer engagement and best practice processes.
- Oversee consumer interactions across multiple platforms to ensure high service standards for internal and external stakeholders.
- Develop, implement, and maintain training materials, processes, and procedures to meet compliance standards in complaints handling.
- Build an in-depth understanding of Sanitarium's technical product information to support informed consumer interactions.
- Manage sensitive escalations with care, ensuring resolution aligns with Sanitarium's values.
We offer exciting professional development opportunities, enticing benefits, and a constructive workplace culture that fosters continuous learning and personal growth. Our purpose-driven team is committed to changing lives every day through whole person health.
The estimated annual salary for this role is $**AU$120,000 - AU$150,000** depending on experience and qualifications. If you have a proven track record in customer service or consumer engagement, strong empathy, and exceptional leadership skills, we encourage you to apply.
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