Job Description

Purpose of role:

The purpose of the Blackmores Group Naturopathic Advisory team is to provide trusted and reliable support for the public, retail partners, internal stakeholders and healthcare professionals in relation to our portfolio of products. The Advisory Manager’s role is to manage and lead the Advisory Team in all aspects of their function by having strong product knowledge, naturopathic expertise and customer understanding.

This is a 12 months mat leave cover; full-time position which suits someone with demonstrated people leadership experience to coach and build capabilities of qualified naturopaths. This role is based in NSW, with a requirement to work in either Warriewood or Surry Hills.

Responsibilities include:

• Lead Advisory team to deliver world class service through a high level of product knowledge, naturopathic expertise, and customer understanding.

• Lead continuous improvements across the team to ensure efficient and effective customer service and data capture, including but not limited to new processes and new technologies.

• Respond to and support team members in managing customer complaints that need escalation to a more senior team member.

• Manage the Advisory Team roster on a daily and weekly basis to keep daily duties organised and phone coverage optimised.

• Ensure Advisory Team members have clarity on key projects and priorities day-to-day.

• Support Advisory team members to ensure they have the information and resources to complete set tasks and projects on time, and to a high standard.

• Assist the Advisory team in overcoming obstacles, managing inefficiencies, and streamlining processes.

• Compensation management / high-risk complaints: support high-risk customer complaints, including assessing case eligibility, preparing recommendations, and coordinating with internal stakeholders such as Legal, Product Safety, Quality, and Executive teams to ensure consistent, and compliant outcomes and to manage reputational risk.

• Crisis Management Support: supporting crisis situations, such as managing media enquiries, suspected adverse reactions and product recall processes, and liaising with Legal, Regulatory, Product Safety, Corporate Communications, and Executive teams to ensure accurate and consistent messaging to front line teams.

• Lead continuous improvements across the team to ensure efficient and effective customer service, including but not limited to new processes, compliance and new technologies.

• Mentor and create development plans to enhance Advisory Naturopath knowledge, skills, and capabilities

Who are you?

• Degree qualification in relevant field (i.e.: Naturopathy, Nutritional Medicine)

• Accreditation with recognised professional association

• Advanced complementary medicine knowledge

• Understanding of Pharmacist, Practitioner, and Consumer information needs

• Ability to research, source, and critically evaluate technical information

• Ability to help train and support team members

• Previous clinical experience and retail experience in Health Food Store or Pharmacy

• Experience in quality complaint management and/or pharmacovigilance

What we offer:

• Great benefits to support your health and wellbeing, including access to free and discounted products and additional leave for your wellbeing

• Mental health support for you and your family through our Sonder assistance program

• Opportunities to support your local community through paid community leave