Chief Consumer Engagement Officer

2 weeks ago

Berkeley Vale, New South Wales, Australia Sanitarium Full time
Role Overview

Manage a team of Consumer Engagement Specialists to ensure exceptional consumer experiences across phone, email, and social media interactions. Develop and implement best practices, processes, and procedures to meet compliance standards and drive informed decision-making.

Key Responsibilities:

  • Consumer-Centric Leadership: Champion the consumer voice within the business and communicate brand values with authenticity.
  • Team Development: Lead, coach, and empower consumer engagement specialists to deliver top-tier service and foster meaningful consumer relationships.
  • Consumer Engagement & Support: Oversee consumer interactions to ensure high service standards for internal and external stakeholders.
  • Process & Compliance: Develop, implement, and maintain training materials, processes, and procedures to meet compliance standards.
  • Product Knowledge: Build in-depth understanding of Sanitarium's technical product information to support informed consumer interactions.
  • Escalation Management: Handle sensitive escalations with care, ensuring resolution aligns with Sanitarium's values.


Requirements:

  • Experience: 5-7+ years in customer service or consumer engagement with leadership experience.
  • Consumer Focus: Strong empathy and customer-centric mindset dedicated to delivering excellence.
  • Escalation Expertise: Skilled in managing complex customer scenarios and escalation cases.
  • Inspirational Leadership: Exceptional ability to coach, motivate, and develop a high-performing team.
  • Effective Communication: Strong interpersonal, communication, and problem-solving skills.
  • Social Media Savvy: Proficient with social media platforms and engagement strategies.
  • Technical Proficiency: Experience with CRM systems, databases, and Microsoft Office suite.
  • Analytical Skills: Ability to interpret data and implement service improvements.
  • Organisational Excellence: Strong organisational and time-management skills to meet dynamic demands.


What We Offer:
A supportive workplace where our people can experience long and rewarding careers. We offer exciting professional development opportunities, enticing benefits, and a constructive workplace culture that fosters continuous learning and personal growth.

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