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- Tasks: Support the Customer Experience Manager in delivering exceptional service and building brand love.
- Company: Join Ella's Kitchen, a values-driven company promoting healthy eating for babies and young children.
- Benefits: Enjoy flexible working hours, a supportive team culture, and opportunities for personal growth.
- Why this job: Be part of a mission-driven brand that values creativity and community engagement.
- Qualifications: Experience in customer-facing roles and a passion for social media engagement are essential.
- Other info: This role involves mentoring new team members and managing consumer feedback.
The predicted salary is between 36000 - 60000 £ per year.
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Ella’s Kitchen was set up by Paul Lindley to promote healthy eating amongst babies and young children. We’re a highly entrepreneurial and values driven company which has achieved impressive growth to over £90m turnover, with a team of 100 employees based at Ella’s Barn near Henley.Our baby and toddler food pouches can be found in key retailers across the UK as well across Scandinavia and BeNeLux, in a handful of other European and Middle Eastern markets and the Far East. We are a brand recognised for its high quality ingredients and ethical credentials which are visible throughout our supply chain and in our social and charity work. Ella’s is part of the Hain Celestial group and we are very proud to be an accredited B’Corp.
Supporting the Customer Experience Manager (Senior Makes Friends with Families) in the management of Ella’s Kitchen Customer Experience in the UK and around the world. Driving the delivery of the Makes Friends with Families strategy, providing excellent customer experiences across all touchpoints to deepen relationships with parents + carers.
Responsibilities
- Oversee and support the team in responding to all enquiries and complaints that are directed through to the team via the website, phone, email and social media.
- Drive the strategy of building brand love to deepen relationships with parents + carers so they truly value Ella’s Kitchen as a partner in their parenting journey.
- On a rota basis support the team to manage all out of hours contacts during weekends from home.
- Works with the Customer Experience Manager to ensure the team strategies of service and social engagement are being delivered and, meets the needs of the day to day activity as well as planning future activity.
- Recommend and drive the implementation of changes in the ways of working/processes within the MFF team.
- Work collaboratively within the making friends (marketing) team to ensure a seamless and creative experience on all social media channels. Sharing and aligning strategies to support building brand love and deepening relationships with consumers.
- Support with identifying and collating consumer insight and feeding this back into the relevant internal stakeholders.
- Liaise with other Ella’s teams to seek answers to queries when needed and encourage the rest of the team to build links with other teams internally.
- Work towards set KPIs to ensure that we are consistently achieving high standards of service and engagement.
- Support the Customer Experience Manager with reporting on team activity and the performance of the team.
- Support the Customer Experience Manager with monthly reporting when required.
- Manage day to day relationships with our distributor partners.
- Manage the day to day relationship with our social media management system account manager to drive efficiency and continuous improvement.
- Responsible for handling a level of escalation of consumer complaints.
- Drive conversations on shared KPIs and support with team projects.
- Proactively informs the wider Ella’s team of your function\’s activity + successes through internal comms forums + engages in cross functional discussions.
- Act as a trainer and mentor to new members of the team and ensure they have the right tools and processes.
- Act as TILT (crisis management) principal for the Makes Friends with Families team, ensuring that the team, and the voice of the consumer is represented.
- Involvement in wider team projects as required.
You will need:
- Experience in a customer facing role
- A real passion for customer experience and wanting to help inspire and make families smile
- Knowledge of and ability to engage on social media channels including Facebook, Twitter and Instagram
- Passion for building brand love and build social communities
- Experience of building relationships
- Confidence to challenge and be the voice of the consumer when working with other teams within Ella’s
- Fantastic ability to communicate both written and verbal
- Ability to keep calm under pressure
- Good keyboard skills and be able to capture data accurately
- Excellent attention to detail and organisation skills
- Ability to prioritise workload
- Able to think creatively as well as differently
- Ability to be flexible and work to a shift pattern covering evenings and weekends
- Demonstrate the ability to live and breathe our values: Own it, Win Together, Foster Inclusion, Be Curious + Be Childlike
Please apply via this link: https://ellaskitchen.peoplehr.net/Pages/JobBoard/Opening.aspx?v=1cabd2ec-fdb6-4e2f-83bb-303d8ad18ae3
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Business Development and Sales
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Industries
Food and Beverage Services
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Senior Customer Experience Executive employer: Ella's Kitchen
Contact Detail:
Ella's Kitchen Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Experience Executive
✨Tip Number 1
Familiarise yourself with Ella's Kitchen's brand values and mission. Understanding their commitment to healthy eating and ethical practices will help you align your responses during interviews, showcasing your passion for customer experience in a way that resonates with their ethos.
✨Tip Number 2
Engage with Ella's Kitchen on social media platforms. By actively participating in their online community, you can demonstrate your knowledge of their products and customer interactions, which will be beneficial when discussing your experience and ideas during the interview.
✨Tip Number 3
Prepare examples of how you've successfully handled customer complaints or enhanced customer experiences in previous roles. Being able to share specific instances will illustrate your capability and confidence in managing customer relationships effectively.
✨Tip Number 4
Research current trends in customer experience, especially within the food and beverage industry. Being knowledgeable about innovative strategies and tools can set you apart as a candidate who is not only passionate but also proactive in improving customer engagement.
We think you need these skills to ace Senior Customer Experience Executive
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer-facing roles. Emphasise your passion for customer experience and any specific achievements that demonstrate your ability to build relationships with parents and carers.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for Ella's Kitchen and its mission. Mention how your values align with theirs and provide examples of how you've successfully driven customer engagement in previous roles.
Showcase Social Media Skills: Since the role involves engaging on social media, include any relevant experience you have with platforms like Facebook, Twitter, and Instagram. Highlight campaigns or strategies you've implemented that built brand love or community engagement.
Demonstrate Problem-Solving Abilities: Provide examples in your application of how you've handled customer complaints or escalations effectively. This will show your ability to keep calm under pressure and your commitment to excellent customer service.
How to prepare for a job interview at Ella's Kitchen
✨Show Your Passion for Customer Experience
Make sure to express your genuine enthusiasm for customer experience during the interview. Share specific examples of how you've gone above and beyond to help customers in previous roles, as this aligns perfectly with Ella's Kitchen's values.
✨Demonstrate Your Social Media Savvy
Since the role involves engaging on social media channels, be prepared to discuss your experience with platforms like Facebook, Twitter, and Instagram. Highlight any successful campaigns or strategies you've implemented that helped build brand love.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to handle customer complaints and challenging situations. Think of specific scenarios from your past experiences where you successfully resolved issues and maintained a positive customer relationship.
✨Emphasise Team Collaboration Skills
Ella's Kitchen values teamwork, so be ready to talk about how you've worked collaboratively with other teams in the past. Share examples of how you’ve built relationships across departments to enhance customer experience and drive results.
