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- 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 ÂŁ 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 employer: Joseph Joseph
Contact Detail:
Joseph Joseph Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Consumer Care
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their consumer care philosophy and think about how your experience aligns with their goals. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Share specific examples of how you've improved customer experiences or resolved issues in the past. This will demonstrate your ability to lead a consumer-centric function effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at Joseph Joseph.
We think you need these skills to ace Head of Consumer Care
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 need to lead and inspire a team. Share examples of how you've successfully managed teams in the past, focusing on your ability to foster a culture of accountability and continuous learning.
Highlight Data-Driven Insights: We love a data-driven mindset! Include specific examples of how you've used analytics to improve customer journeys or service delivery. This will show us that you understand the importance of insights in shaping consumer care strategies.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity at Joseph Joseph.
How to prepare for a job interview at Joseph Joseph
✨Know the Consumer Journey
Familiarise yourself with the end-to-end 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 focused on customer satisfaction.
✨Emphasise Continuous Improvement
Be ready to talk about specific instances where you've identified pain points in a consumer journey and implemented solutions. Discuss your approach to driving innovation through technology and process optimisation, as this is crucial for the role.
✨Data-Driven Mindset
Demonstrate your experience with analytics and reporting. Share how you've used data to identify trends and opportunities in consumer care, and be prepared to discuss how you would leverage insights to drive continuous improvement at Joseph Joseph.