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. 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 **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 \#INT Edgewell is an equal opportunity employer. We do all we can to create a collaborative and diverse global team, where good ideas can thrive, and our colleagues can learn and lead. We prohibit discrimination based on age, color, disability, marital or parental status, national origin, race, religion, sex, sexual orientation, gender identity, veteran status or any legally protected status in accordance with applicable federal, state and local laws. We listen deeply and speak directly to create an environment that’s open to difference. We aim to bring joy to not only the products we create and the people we serve, but our colleagues across the globe too.