Consumer and Customer Experience Manager

About the role

Join Arbex to lead and improve customer and consumer service operations for trusted brands such as Kleenex®, Scott®, Viva® and WypAll®. This hands‑on leadership role combines team management with day‑to‑day operational involvement.

Key responsibilities

• Manage the external consumer services agency, overseeing issue escalation, performance tracking, scope of work and budget.
• Partner with brand, commercial and marketing teams to share product and initiative updates that support effective consumer service delivery.
• Oversee consumer enquiries, complaints and service issues, ensuring consistent, efficient handling.
• Monitor service performance, prepare monthly reporting and recommend improvements.
• Lead two Customer Liaison and Loyalty Managers supporting distributors and end‑user customers.
• Handle approximately 2,400 annual enquiries, spare parts requests, sample orders and complaints within service targets.

Required profile

• 7–10+ years of experience in customer or consumer experience, service operations or service management.
• 3+ years of experience leading teams, customer service operations or service transformation.
• Strong capability in agency/vendor management, issue resolution, service reporting, process improvement and stakeholder engagement.

Required skills

• Proficiency using Salesforce and customer service reporting tools.

What we offer

• Flexible work model blending remote work with intentional in‑person collaboration (hybrid).
• Commitment to inclusion, wellbeing and career development.