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Customer Experience Director

2 months ago

Berkeley Vale, New South Wales, Australia Sanitarium Full time
About the Role

As a Consumer Response Centre Manager at Sanitarium, you'll lead a team of Consumer Engagement Specialists, championing our brand's voice and values in every interaction. Your leadership will ensure consumers feel valued and heard across all communication channels.

Key Responsibilities:
  • Consumer-Centric Leadership: Champion consumer needs within the business and communicate brand values authentically to consumers.
  • Team Development: Lead, coach, and empower your team to deliver exceptional consumer engagement and best practices.
  • Engagement & Support: Oversee consumer interactions across multiple platforms, ensuring high service standards for internal and external stakeholders.
  • Process & Compliance: Develop, implement, and maintain training materials, processes, and procedures to meet compliance standards in complaints handling and provide data insights for informed decision making.
  • Product Knowledge: Build an in-depth understanding of Sanitarium's technical product information to support informed consumer interactions.
  • Handle Escalations: Manage sensitive escalations with care, ensuring resolution aligns with Sanitarium's values.
Requirements:
  • Experience: 5-7+ years in customer service or consumer engagement, with a proven track record in leadership or management.
  • Consumer Focus: Strong empathy and a customer-centric mindset dedicated to delivering excellence.
  • Escalation Expertise: Skilled in managing complex customer scenarios and escalation cases with professionalism.
  • Inspirational Leadership: Exceptional ability to coach, motivate, and develop a high-performing, collaborative team.
  • Effective Communication: Strong interpersonal, communication, and problem-solving skills, with the ability to engage effectively across functions and levels.
  • 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 role at Sanitarium means being part of a supportive workplace where people can experience long and rewarding careers. You'll contribute to expanding iconic household brands while pioneering innovation for our collective future.

We offer exciting professional development opportunities, enticing benefits, and a constructive workplace culture that fosters continuous learning and personal growth.