Consumer Affairs Lead

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.
Consumer Affairs Lead
- Fixed Term Contract
Sydney
Hybrid Working
Attractive salary & benefits
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. Well, if you're interested in our Consumer Affairs Lead role for Edgewell Custom Brands, this might be your next step
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 (Wilkinson Sword, Schick, Hawaiian Tropic, Carefree, Bulldog Skincare for Men, Jack Black and recently acquired Cremo Groomingjust 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**:
Consumer Engagement & Complaints Management
- Ensure all responses are timely, empathetic, accurate, and aligned with legal, regulatory, and company standards.
- Manage product complaints and adverse event reporting in collaboration with Post Market Survelliance, Legal, and Quality teams.
- Escalate high-risk complaints and adverse events as required, in line with internal SOPs and regulatory guidelines.
- Administer consumer remediation processes, including the provision of refunds, replacement products, or service vouchers, ensuring all resolutions are delivered in line with company policy, regulatory requirements, and service quality standards.
- Coordinate the retrieval and documentation of consumer product samples, escalating quality related complaints to the appropriate manufacturers or Quality Assurance teams, and supporting the preparation of investigation reports and root cause analyses.
- Manage inventory of consumer replacement stock and ensuring timely replenishment to support efficient resolution of consumer cases.

Insights & Continuous Improvement
- Analyse trends in consumer feedback to identify issues, emerging risks, or opportunities for product and service enhancement.
- Prepare regular reports and dashboards for senior leadership, highlighting KPIs and key insights.
- Collaborate with cross-functional teams to drive corrective and preventive actions
- Drive continuous improvement in consumer service delivery and escalation processes.
- Develop and deliver quarterly business presentations, providing detailed analysis of consumer contact volumes, trend data, and key reporting metrics to inform strategic decision-making.
- Review daily and weekly reports to confirm all cases are addressed, ensuring accuracy and no issues are overlooked.

Process Development & Team Leadership
- Work with brand teams to create scripts, FAQs, and training materials related to consumer interaction by facilitating structured weekly meetings with leadership team, Marketing team and Oceania consumer Affairs team to priortise resolution of key high priority issues.
- Collaborate cross-functionally to ensure alignment between brand messaging, regulatory constraints, and consumer expectations and escalations.
- 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
- Mentor and coach team members to ensure high-quality, compliant, and empathetic consumer interactions
- Ensure systems and tools are optimally managed to support efficient and compliant case management.
- Participate in PMSA team calls and monthly global Consumer Affairs forums, including sessions outside standard business hours, to ensure regional alignment with global processes.
- Lead daily communication with Commercial Eyes teams and PMS/Medical Affairs to coordinate the management of high-priority, sensitive, or escalated cases.
- Establish and maintain CRM integrations across brand websites in partnership with local and global teams, ensuring seamless data capture and case management functionality.
- Oversee external agency processes and social media moderation policies