Vet & Consumer Experience Manager ANZ

Vet & Consumer Experience Team Manager, Hill's ANZ

Job Summary

Hill's Pet Nutrition is seeking a passionate and strategic leader to join our team as the Manager of our Veterinary & Consumer Experience for Australia & New Zealand. In this pivotal role, you will lead our Hill's Helpline - a dedicated team of nutritional consultants who are the frontline voice of the Hill's brand in ANZ. You will be responsible for delivering a best-in-class customer experience for both veterinary professionals and pet parents across all touchpoints.

This position involves not only leading and developing a high-performing team but also shaping the strategic direction of our pet parent engagement, driving operational excellence, and spearheading our digital transformation initiatives. If you are a dynamic leader with a passion for people, pets, and innovation, we encourage you to apply.

Key Responsibilities

1. Team Leadership & High-Performance Culture (50%)

• Lead & Develop: Lead, mentor, and inspire the ANZ Veterinary & Consumer Experience Team, fostering a high-performance culture dedicated to providing exceptional technical and product support across phone, email, digital, and social channels.
• Performance & Development: Oversee all training, communication, and professional development for the V&CE team, including the creation of comprehensive induction materials for new hires. Empower your direct reports to grow & develop within the business.
• Operational Management: Ensure adequate team coverage and resource allocation to manage all inbound and outbound communications effectively.
• Compliance & Escalation: Act as the primary point of contact for complex escalations. Liaise directly with Regulatory, Legal, and PVA teams to manage complaints and adverse events, including managing the PetFAST process.
• Service Coordination: Oversee key veterinary programs, including the Minnesota Urolith Service, the Hill's Veterinary Consultation Service (VCS), and support for Hospital and Healthcare Team feeding programs.
• Culture Champion: Embody and promote Hill's values culture within the ANZ business, championing Diversity, Equity & Inclusion initiatives.

2. Strategic Planning & Operational Excellence (30%)

• Customer Experience (CX) Strategy: Develop, implement, and evaluate the overarching CX strategy for the ANZ region, ensuring it aligns with business objectives and evolving customer needs.
• Process Improvement: Utilise data insights and industry best practices to continuously refine and improve processes, response guides, and performance metrics, driving a superior brand experience.
• Cross-Functional Communication & Collaboration: Serve as the key liaison between the Vet & Consumer Experience Team and other departments (e.g., Marketing, Sales, Digital), ensuring consumer feedback is effectively integrated into broader commercial strategies & shared throughout the organisation.
• Knowledge Management: Oversee the creation and maintenance of all knowledge management resources, including approved technical responses, brand tone of voice guides, and crisis communication protocols.

3. Digital Transformation & Engagement (20%)

• Digital Expertise: Act as the subject matter expert for all digital engagement tools (CRM, AI-driven tools, automation), championing their use to enhance team efficiency and customer engagement.
• Technology Implementation: Lead the implementation of new digital service channels, such as live chat and virtual veterinary consultations, to enhance service quality and accessibility.
• Data-Driven Engagement: Develop and implement protocols to capture first-party (1P) data during pet parent interactions, creating opportunities for deeper engagement and a more personalised consumer journey.
• Loyalty & Advocacy: Work cross-functionally with the Digital Engagement Team to develop follow-up processes that generate pet parent testimonials, build brand loyalty, and increase pet parent satisfaction.