Consumer and Customer Experience Manager

Consumer and Customer Experience Manager

Job Description

Join Arbex and help support trusted brands including Kleenex®, Scott®, Viva® and WypAll® through strong customer and consumer service leadership.

You’ll work in a collaborative environment focused on performance, sustainability, inclusion, wellbeing and career development.

About You

You will lead and improve customer and consumer service operations across both the Consumer and Professional businesses, combining external agency management, stakeholder engagement, reporting and hands-on team leadership.

This is a hands-on leadership role.

While you will lead and develop a small team, you'll also remain actively involved in day-to-day operations, supporting complex customer and consumer enquiries, resolving issues, reviewing service performance and driving continuous improvement initiatives.

Success in this role requires a willingness to balance people leadership with hands-on operational involvement.

Key responsibilities include:


* Manage the external consumer services agency, including issue escalation, performance tracking, scope of work and budget oversight.


* Partner with brand, commercial and marketing teams to share timely product, brand and initiative updates that support effective consumer service delivery.


* Oversee consumer enquiries, complaints and service issues to ensure consistent, efficient handling in line with business expectations.


* Monitor service performance, prepare monthly reporting and recommend improvements to ways of working.


* Lead two Customer Liaison and Loyalty Managers supporting KCP distributors and end-user customers.


* Manage customer and distributor enquiries, including information requests, spare parts, samples, product support and complaints.


* Ensure approximately 2,400 annual enquiries, spare parts requests, sample orders and complaints are handled within service targets and company policy.


* Coach the team on Arbex ways of working and optimise spare parts ordering through Tactics warehousing processes.

Experience, Skills and Qualifications


* 7–10+ years’ experience in customer or consumer experience, service operations or service management.


* 3+ years’ experience leading teams, customer service operations or service transformation.


* Strong capability across agency/vendor management, issue resolution, service reporting, process improvement and stakeholder engagement.


* Proficiency using Salesforce and customer service reporting tools.


* Ability to communicate clearly across commercial, marketing, supply chain and service teams.


* Experience supporting distributors, end-user customers or consumer-facing service channels would be highly regarded.

Total Benefits

We believe that our employees are our greatest asset, and we're committed to providing them with the resources they need to be successful.

If you're looking for a rewarding career with a company that car...