Consumer Service Manager

4 days ago

Macquarie Park New South Wales, Australia Edgewell Personal Care Full time $80,000 - $120,000 per year

Company intro

Edgewell is not just a company, but a vibrant global community of 6,800 visionaries, doers, and makers. Our family of over 25 personal care brands serves people in more than 50 countries. We are dedicated to infusing joyfulness into every aspect of our work. Our pledge goes beyond our products, with our fundamental value of People First guiding us to foster a diverse, inclusive, and respectful environment where every team member can flourish and celebrate our shared achievements.

Let's Talk About You

We are looking for an experienced professional on fixed term contract to join Edgewell Personal Care – a global consumer goods business with a portfolio of over 25 brands (Schick, Banana Boat, Hawaiian Tropic, Bulldog Skincare, and Billie… just to name a few).

Now, Let's Get Down to Business.

Reporting to the Senior Marketing Manager, you will be responsible for overseeing the intake, management and resolution of all consumer cases across our total portfolio in Australia & New Zealand.

Here's a sample of what you'll get up to:

  • Oversee all aspects of consumer contact, including enquiries, feedback, and complaints, across a variety of channels (phone, email, social media, and our consumer CRM).
  • Make sure all responses are timely, accurate, and meet legal, regulatory, and company standards.
  • Manage product complaints and adverse event reporting with care and attention to detail.
  • Analyse consumer feedback to identify patterns, risks, or opportunities to enhance our products and services.
  • Keep your product knowledge fresh and up to date across all our brands, helping the team provide the best possible support.

Are You Ready to Show Us What You've Got?

While your experience is of course important, we're all about making useful things joyful, so we love when our prospective candidates are passionate about this too.

Here's what we are looking for:

  • 3-5 years' experience in consumer affairs, complaints management, or customer service leadership, ideally within the FMCG, cosmetics, or therapeutic goods sectors
  • Proven ability to manage adverse events, complex complaints, and high-risk consumer interactions
  • Excellent written and verbal communication skills, with the ability to handle sensitive issues with professionalism and empathy
  • Demonstrated ability to manage stakeholders and work cross-functionally
  • Proficiency in CRM systems and data analytics tools (e.g. Agent, Power BI)
  • Ability to manage multiple priorities in a fast-paced environment.

Desirable

  • Background in medical science, health, regulatory affairs or customer service
  • Experience in team leadership
  • Familiarity with cosmetic and TGA regulations

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