Consumer Service Operations Manager
4 days ago
We are seeking an experienced Consumer Service Operations Manager to oversee the management of consumer cases, including complaints, inquiries, and escalations across our portfolio.
This role involves managing the end-to-end consumer contact process, ensuring timely, empathetic, and accurate responses to all interactions.
- Manage product complaints and adverse event reporting in collaboration with internal teams.
- Evaluate and escalate high-risk complaints and adverse events as required.
- Administer consumer remediation processes, including refunds, replacements, or service vouchers.
Responsibilities
- Manage inventory of replacement stock and ensure timely replenishment.
- Analyze trends in consumer feedback to identify issues or opportunities for improvement.
- Prepare regular reports and dashboards for senior leadership.
Requirements
- A minimum 5 years' experience in consumer affairs, complaints management, or customer service leadership.
- Experience within the FMCG, cosmetics, or therapeutic goods sectors is ideal.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
About Us
We are a collaborative and diverse global team where good ideas can thrive. We prohibit discrimination based on age, colour, disability, marital status, national origin, race, religion, sex, sexual orientation, gender identity, veteran status, or any other legally protected status.
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