At a Glance
- Tasks: Lead a consumer care team to create exceptional customer experiences and drive innovation.
- Company: Join Joseph Joseph, a brand dedicated to consumer-centric excellence.
- Benefits: Enjoy competitive salary, hybrid working, wellness support, and generous discounts.
- Other info: Dynamic environment with opportunities for personal growth and team development.
- Why this job: Shape the future of consumer care and make a real impact on customer satisfaction.
- Qualifications: Proven leadership in consumer care with a data-driven mindset and excellent communication skills.
The predicted salary is between 60000 - 80000 € per year.
We are looking for an experienced Head of Consumer Care to join the team at Joseph Joseph. The Head of Consumer Care is responsible for shaping and leading a consumer‑centric function that delivers exceptional experiences across every stage of the customer journey. This role goes beyond responding to enquiries – it focuses on anticipating consumer needs, designing processes that minimise friction, and ensuring the end‑to‑end journey consistently meets or exceeds expectations. Strategic leadership, operational excellence, and a commitment to innovation are key to creating a seamless, positive experience that strengthens consumer trust and loyalty.
Responsibilities
- Consumer Experience Strategy: Develop and implement a consumer care strategy that prioritises proactive engagement and anticipates customer needs. Ensure the end‑to‑end journey from product discovery to post‑purchase support meets or exceeds consumer expectations.
- Operational Leadership: Lead and inspire the Consumer Care team to deliver exceptional service across all touchpoints. Establish clear KPIs focused on customer satisfaction, first‑contact resolution, and proactive issue prevention.
- Operational Management: Oversee day‑to‑day operations of consumer care teams across multiple channels (phone, email, chat, social media). Ensure compliance with regulatory requirements and company policies. Manage budgets, resources, and vendor relationships for consumer care services. Implement feedback loops to identify pain points and improve service delivery.
- Continuous Improvement: Identify pain points in the consumer journey and implement solutions to reduce friction and prevent repeat issues. Drive innovation in service delivery through technology, automation, and process optimisation.
- Proactive Engagement: Develop programmes that engage consumers before problems arise, such as educational content, self‑service tools, and predictive support. Collaborate with Marketing, Product, and Supply Chain teams to ensure consumer insights inform business decisions.
- Consumer Advocacy: Act as the voice of the consumer within the organisation, ensuring feedback drives product and service improvements. Monitor trends and emerging needs to keep the brand ahead of consumer expectations.
- Team Development: Recruit, train, and develop high‑performing consumer care teams. Foster a culture of accountability, empathy, and continuous learning.
- Analytics & Reporting: Monitor and analyse consumer care data to identify trends and opportunities. Provide regular reports and insights to senior leadership.
Qualifications
- Proven experience in leading consumer care or customer experience functions at a strategic and operational level.
- Strong understanding of end‑to‑end customer journey design and proactive engagement strategies.
- Excellent leadership and team development skills.
- Data‑driven mindset with experience in using insights to drive continuous improvement.
- Ability to influence cross‑functional teams and senior stakeholders.
- Expert user of Zendesk.
- Strong knowledge of digital tools and customer experience best practices.
- Excellent communication, problem‑solving, and stakeholder management skills.
- Able to mentor and develop a team.
Benefits
- Competitive salary and holiday allowance
- Company performance‑related bonus
- A pension contribution
- An exclusive staff discount
- 24/7 healthcare appointment support
- Hybrid working – 3 days in office & 2 days from home and flex start/finish times
- External private employee wellbeing support
- Access to Perkbox
- Volunteer days
- Team Recognition scheme
- Training and Development
- Holiday carry‑over scheme
- Season‑ticket travel loan
- Cycle to work scheme
- Parental Leave support
- Holiday trading (buy/sell) and extra holiday days for long service
- Flexible working
- Mental wellbeing support
- Additional holiday for length of service
- Company bonus scheme
- Generous discounts for you and friends and family
- Even more discounts with Perkbox
Head of Consumer Care in City of Westminster employer: Joseph Joseph
At Joseph Joseph, we pride ourselves on being an exceptional employer that values innovation and consumer-centricity. Our collaborative work culture fosters continuous improvement and professional growth, offering a range of benefits including hybrid working options, comprehensive wellbeing support, and generous discounts. Join us in shaping remarkable consumer experiences while enjoying a supportive environment that champions your development and work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Consumer Care in City of Westminster
✨Tip Number 1
Get to know the company inside out! Research Joseph Joseph's values, products, and consumer care approach. This will help you tailor your conversations and show that you're genuinely interested in making a difference.
✨Tip Number 2
Network like a pro! Connect with current or former employees on LinkedIn. Ask them about their experiences and insights into the consumer care team. This can give you an edge and might even lead to a referral!
✨Tip Number 3
Prepare for the interview by thinking about how you can enhance the consumer journey. Bring ideas on proactive engagement strategies and operational improvements. Show us that you're ready to lead and innovate!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the team at Joseph Joseph.
We think you need these skills to ace Head of Consumer Care in City of Westminster
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in consumer care. We want to see how your skills align with our focus on exceptional customer experiences and proactive engagement.
Showcase Your Leadership Skills:As a Head of Consumer Care, you'll be leading a team. Use your application to demonstrate your leadership style and any successful strategies you've implemented in the past. We love seeing examples of how you've inspired teams!
Highlight Data-Driven Decisions:We’re all about using data to improve consumer experiences. Share specific instances where you’ve used analytics to drive improvements or innovations in service delivery. This will show us you have the right mindset for the role.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. We can’t wait to hear from you!
How to prepare for a job interview at Joseph Joseph
✨Know the Consumer Journey
Familiarise yourself with the entire customer journey, from product discovery to post-purchase support. Be ready to discuss how you would enhance each stage and anticipate consumer needs, as this role is all about creating exceptional experiences.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams in the past, particularly in consumer care or customer experience. Highlight your ability to inspire and develop high-performing teams, as well as how you've established KPIs to drive customer satisfaction.
✨Emphasise Continuous Improvement
Be prepared to talk about specific instances where you've identified pain points in a consumer journey and implemented solutions. Discuss your approach to using data and feedback loops to drive innovation and improve service delivery.
✨Demonstrate Cross-Functional Collaboration
This role requires working closely with various teams like Marketing and Product. Share examples of how you've successfully collaborated with different departments to ensure consumer insights inform business decisions and enhance overall strategy.
