Consumer Affairs Lead

2 days ago

Macquarie Park New South Wales, Australia Wilkinson Sword LTD Full time $104,000 - $160,000 per year

Description

Let's Talk About You

You're ambitious, but you want a career with purpose—we love that. You're up for a challenge and ready to write the next chapter of your career story with a great group of encouraging colleagues. You want to make your mark and let your personality shine.

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 (Banana Boat, Schick, Hawaiian Tropic, Bulldog Skincare for Men, Billie and recently acquired Cremo Grooming… 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 including complaints, inquiries and escalations across our total portfolio in Oceania.

If there's one thing, you'll get here at Edgewell, it's a collaborative group full of likeable, diverse and nurturing colleagues. They're an inspiring bunch.

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


•Manage the end-to-end consumer contact process, including enquiries, feedback, and complaints, across multiple channels (Consumer CRM, phone, email, social media)


•Ensure all responses are timely, accurate and aligned with legal, regulatory, and company standards


•Manage product complaints and adverse event reporting


•Analyse trends in consumer feedback to identify issues, emerging risks, or opportunities for product and service enhancement


• Develop and deliver quarterly business presentations, providing detailed analysis of consumer contact volumes, trend data, and key reporting metrics to inform strategic decision-making.


•Lead the Consumer Affairs team fostering a high-performance and consumer-centric culture ensuring cases are managed appropriately, escalations occur when required, and all processes are documented and followed


•Ensure systems and tools are optimally managed to support efficient and compliant case management.


•Design and deliver ongoing training programs covering global processes, regulatory updates, post-market requirements, and legal obligations to maintain team capability and compliance.


•Maintain comprehensive, up-to-date product knowledge across all brands

Profile

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:


•Minimum 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.


•Flexibility to participate in after-hours meetings when required

Desirable


•Background in medical science, health or regulatory affairs


•Experience in team leadership


•Familiarity with cosmetic and TGA regulations

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