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Customer Service Leadership Manager

1 month ago

Berkeley Vale, New South Wales, Australia Sanitarium Full time

We are seeking a Customer Service Leadership Manager to join our team at Sanitarium.

About the Role

This is an exceptional opportunity to lead a team of Consumer Engagement Specialists and champion our brands in every interaction with consumers. As a key member of our organization, you will be responsible for ensuring our consumers feel valued and heard across all communication channels, including phone, email, and social media.

The successful candidate will have 5-7+ years of experience in customer service or consumer engagement, with a proven track record in leadership or management. They will possess strong empathy and a customer-centric mindset dedicated to delivering excellence.

Key Responsibilities:

  • Consumer-Centric Leadership: Champion the voice of the consumer within the business and communicate our brand values with authenticity to consumers.
  • Team Development: Lead, coach, and empower a team of Consumer Engagement Specialists, fostering excellence in consumer engagement and best-practice processes.
  • Engagement & Support: Oversee consumer interactions across multiple platforms 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 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.

In this role, you will have the opportunity to work with a dynamic team and contribute to the expansion of our iconic, trusted 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. The estimated salary for this role is around $80,000-$120,000 per annum, depending on experience and location.

To be considered for this role, please submit your resume and cover letter addressing your suitability. The selection process will involve interviews, a case study, background checks, and personality profiling. If you have any further questions, please contact our Talent Acquisition Team.