Consumer Response Centre Manager

Berkeley Vale NSW, Australia

• Iconic brand with over 120 years of history in producing healthy, nutritious foods.
• Programs and initiatives supporting employee health and wellness.
• Active in community support and charitable activities.

Who are we?
Sanitarium Health Food Company is an Australian-owned FMCG company with iconic household brands, a rich history and an unwavering commitment to make a positive health impact.

What sets us apart?  

We combine the dynamic pace of a fast-moving consumer goods business with over 125 years of serving goodness by delivering affordable nutritious products, promoting health and caring for our communities. The heart of our workplace are our people and their passion is the driving force behind our success. Anchored by our shared values, we work together to achieve our purpose of changing lives every day through whole person health. At Sanitarium you’ll find a genuine connection between our team and the impact they make in our workplace and in our communities. 

About the Role

As the Consumer Response Centre Manager, you’ll be at the helm of a team of Consumer Engagement Specialists who represent Sanitarium’s voice to consumers and champion our brands in every interaction. Your leadership will ensure our consumers feel valued and heard across all communication channels, including phone, email, and social media. You’ll coach, inspire, and guide your team to consistently deliver top-tier service, helping us build and maintain meaningful consumer relationships.

Key Responsibilities.

• Consumer-Centric Leadership: Champion the voice of the consumer within the business and communicate our brand values with authenticity to consumers.
• Team Development: Lead, coach, and empower a team of Consumer Engagement Specialists, fostering excellence in consumer engagement and best practise processes.
• Engagement & Support: Oversee consumer interactions across multiple platforms to ensure high service standards for internal and external stakeholders.
• Process & Compliance: Develop, implement, and maintain training materials, processes, and procedures to meet compliance standards in complaints handling and provide data insights for informed decision making
• Product Knowledge: Build an in-depth understanding of Sanitarium’s technical product information to support informed consumer interactions.
• Handle Escalations: Manage sensitive escalations with care, ensuring resolution aligns with Sanitarium’s values.

What You’ll Bring

• Experience: 5-7+ years in customer service or consumer engagement, with a proven track record in leadership or management.
• Consumer Focus: Strong empathy and a customer-centric mindset dedicated to delivering excellence.
• Escalation Expertise: Skilled in managing complex customer scenarios and escalation cases with professionalism.
• Inspirational Leadership: Exceptional ability to coach, motivate, and develop a high-performing, collaborative team.
• Effective Communication: Strong interpersonal, communication, and problem-solving skills, with the ability to engage effectively across functions and levels.
• Social Media Savvy: Proficient with social media platforms and engagement strategies.
• Technical Proficiency: Experience with CRM systems, databases, and Microsoft Office suite.
• Analytical Skills: Ability to interpret data and implement service improvements.
• Organisational Excellence: Strong organisational and time-management skills to meet dynamic demands.

What do we offer?

A role at Sanitarium means more than simply taking a job; it’s an invitation to a supportive workplace where our people can experience long and rewarding careers.  As valued members of our purpose-driven team, you’ll contribute to the expansion of our iconic, trusted household brands while pioneering innovation for our collective future.

We offer exciting professional development opportunities, enticing benefits and a constructive workplace culture that fosters continuous learning and personal growth.  Here, you’re not just another employee; you’re an integral part of our team and your contributions matter. 

How to Apply?

To apply, please submit your resume and cover letter addressing your suitability using the apply link. The selection process will involve interviews, a case study, background checks and personality profiling.  The commencement date for this role will be discussed at interview. If you have any further questions, please contact our Talent Acquisition Team at [email protected].