Customer Engagement Manager

6 days ago


Berkeley Vale, New South Wales, Australia Sanitarium Full time

About Sanitarium

Sanitarium is an iconic Australian-owned FMCG company with a rich history of producing healthy, nutritious foods. Our commitment to making a positive health impact drives our success.

A Role at Sanitarium Means...

We're more than just a workplace – we're a community that values our people and their passion for creating a healthier future. As a valued member of our team, you'll contribute to the expansion of our trusted household brands while pioneering innovation for our collective growth.

Job Description:

The Consumer Response Centre Manager will lead a team of Consumer Engagement Specialists who represent Sanitarium's voice to consumers. You'll champion our brand values, ensuring our consumers feel valued and heard across all communication channels. Your leadership will focus on delivering top-tier service, building meaningful consumer relationships, and driving business growth.

Key Responsibilities:

  • Consumer-Centric Leadership: Develop and implement strategies that champion the voice of the consumer within the business.
  • Team Development: Lead, coach, and empower a team of Consumer Engagement Specialists to deliver excellence in consumer engagement.
  • Engagement & Support: Oversee consumer interactions across multiple platforms to ensure high service standards.
  • Process & Compliance: Develop, implement, and maintain training materials, processes, and procedures to meet compliance standards.
  • 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:

  • 5-7+ years 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.
  • Skilled in managing complex customer scenarios and escalation cases.
  • Exceptional ability to coach, motivate, and develop a high-performing, collaborative team.
  • Strong interpersonal, communication, and problem-solving skills.
  • Proficient with social media platforms and engagement strategies.
  • Experience with CRM systems, databases, and Microsoft Office suite.
  • Ability to interpret data and implement service improvements.

What We Offer:

As a valued member of our team, you'll enjoy exciting professional development opportunities, enticing benefits, and a constructive workplace culture that fosters continuous learning and personal growth. We offer a competitive salary of $120,000 - $150,000 per annum, depending on experience.



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