_{23rd May, 2025}

About DBG Health & IPA:
DBG Health is a leading independent health, wellness, and beauty company headquartered in Melbourne. With a team of over 1,000 dedicated professionals, we are committed to delivering affordable and innovative solutions that enhance the well-being of our customers. Independent Pharmacies of Australia (formerly The Platform Alliance Group) is one of Australia's largest pharmacy networks, supporting independent pharmacies for over 20 years. We're building the strongest network by offering diverse services and evolving the customer focus of each pharmacy. This creates a win-win for consumers, members, and suppliers.
 
About the role:
 
We are seeking a motivated Brand Customer Experience Lead to join our Merchandise team at Independent Pharmacies of Australia. Based in Cremorne, this hybrid role blends customer service and account management to deliver exceptional support across retail and online channels. You will be the first point of contact for inquiries, manage orders and returns, and ensure all interactions reflect our brand values. Working closely with internal teams, you’ll also support sales growth, maintain account accuracy, and uphold a consistent, high-quality customer experience.
 
Role & Responsibilities:

• Respond to customer inquiries via phone, email, and social media, maintaining brand tone and professionalism.
• Troubleshoot order and payment issues and ensure timely, effective resolutions.
• Manage and monitor returns, customer feedback, and Okendo reviews; provide insights to internal teams.
• Act as the day-to-day contact for key retail and e-commerce accounts, ensuring strong client relationships.
• Support sales initiatives by delivering promotional calendars and contributing to pricing and range reviews.
• Accurately process and track customer orders from entry through to delivery.
• Work closely with the warehouse to meet shipping timelines and customer specifications.
• Maintain accurate and brand-consistent customer account details.
• Monitor brand social media platforms and engage with customers in line with brand guidelines.
• Collaborate with consultants and internal stakeholders to ensure brand standards and account performance are met.

Skills & Experience:

• 1-3 years' experience in customer service, account management or a related field.
• Strong communication and interpersonal skills with a customer-first mindset.
• Proficiency with e-commerce platforms, order systems and social media tools.
• Excellent organizational skills and attention to detail.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Proven experience resolving customer issues effectively and professionally.
• Comfortable using data to generate insights and inform decisions.
• Knowledge of the health, wellness or retail pharmacy sectors is highly regarded.
• Familiarity with platforms such as Shopify or similar tools is an advantage.
• Team-oriented with a proactive and solutions-focused attitude.

 
Benefits & perks:
At DBG Health, we offer more than just a job – we offer a dynamic and supportive work environment where you can make a real impact. As part of our team, you'll have the opportunity to work alongside industry leaders, drive meaningful change, and grow both personally and professionally.

• Exclusive discounts on our consumer health, wellness and beauty products - including MCo Beauty, E.L.F Cosmetics, Nude by Nature. Chemists Own and many more
• Free membership to 28 by Sam Wood - 28 by Sam Wood is an online program designed to help Aussies get fit at home and live happier, healthier lives. From guided workouts and expert-created meal plans to motivational resources, it’s designed for people of all fitness levels.
• 12 weeks paid parental leave
• Access discounted private health insurance through Australian Unity, AIA Health of NIB
• We are a values-driven business fostering a supportive and friendly team culture
• Enjoy the ability to work autonomously, empowering you to drive your own success.
• Convenient head office location close to public transport, cafes and restaurants
• Opportunity to grow your career across all divisions within DBG Health - Arrotex Pharmaceuticals, VidaCorp Consumer Goods, Independent Pharmacies of Australia Group and Axe Health Services.
• Ability to purchase additional leave to provide opportunity for employees to spend more precious time with family, travelling or even study
• Explore the option of paying for your vehicle costs through novated leasing

DBG Health is committed to fostering a workplace culture that is safe and accessible for all. We are an equal- opportunity employer and encourage applications regardless of cultural background, gender identity, sexual orientation, disability or neurodiversity. We strive to build a collaborative, inclusive workplace that is representative of the communities we work and live in.
 

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