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For Companies At a Glance
- Tasks: Lead a consumer care team to create exceptional customer experiences and drive innovation.
- Company: Join Joseph Joseph, a leading houseware brand transforming everyday living with intelligent design.
- Benefits: Enjoy competitive salary, hybrid working, exclusive discounts, and comprehensive wellbeing support.
- Why this job: Shape the future of consumer care and make a real impact on customer satisfaction.
- Qualifications: Proven leadership in consumer care, strong communication skills, and data-driven mindset.
- Other info: Flexible working hours and a culture of continuous learning and development.
The predicted salary is between 36000 - 60000 ÂŁ per year.
At Joseph Joseph, we are driven by a simple yet powerful belief – that intelligent design has the ability to transform everyday living. We create distinctive, thoughtfully engineered products that not only solve real-world problems but also bring joy, beauty, and functionality to daily life. Headquartered in London, we have grown into one of the world’s most admired houseware brands, with a presence in over 100 countries and partnerships with leading department stores, independent retailers, and a rapidly expanding e-commerce business.
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 minimize 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.
What You Will Be Doing
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- Recruit, train and develop high‑performing consumer care teams.
- Foster a culture of accountability, empathy and continuous learning.
- Monitor and analyse consumer care data to identify trends and opportunities.
- Provide regular reports and insights to senior leadership.
What we need from you
- 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.
What You Will Get From Us
- Competitive salary and holiday allowance.
- Company performance‑related bonus.
- A pension contribution.
- 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.
Life at Joseph Joseph
- Flexible working.
- Mental wellbeing support.
- Holiday trading.
- Additional holiday for length of service.
- Company bonus scheme.
- Generous discounts for you and friends and family.
- Season ticket loan and cycle‑to‑work scheme.
- Even more discounts with Perkbox.
Head of Consumer employer: Pacific Coast Marine Windshields
Contact Detail:
Pacific Coast Marine Windshields Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Consumer
✨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 products and customer care philosophy. This will help you tailor your responses and show that you're genuinely interested in joining the team.
✨Tip Number 3
Practice your interview skills with a friend or in front of a mirror. Focus on articulating your experience and how it aligns with the role of Head of Consumer Care. Confidence is key!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Head of Consumer
Some tips for your application 🫡
Show Your Passion for Consumer Care: When writing your application, let your enthusiasm for consumer care shine through. We want to see how you can bring joy and functionality to the customer journey, just like our products do!
Tailor Your Experience: Make sure to highlight your relevant experience in leading consumer care functions. We’re looking for someone who understands the end-to-end customer journey, so connect your past roles to what we do at Joseph Joseph.
Be Data-Driven: We love a good data story! Share examples of how you've used insights to drive improvements in customer experience. This will show us that you have the analytical mindset we value at StudySmarter.
Apply Through Our Website: Don’t forget to apply 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 Pacific Coast Marine Windshields
✨Know the Brand Inside Out
Before your interview, dive deep into Joseph Joseph's products and values. Understand their design philosophy and how they enhance everyday living. This knowledge will help you connect your experience in consumer care to their mission of delivering exceptional customer experiences.
✨Showcase Your Leadership Skills
Be ready to discuss your previous leadership experiences, especially in consumer care. Prepare examples of how you've inspired teams, set KPIs, and driven operational excellence. Highlight your ability to foster a culture of accountability and continuous learning within your team.
✨Emphasise Proactive Engagement Strategies
Since the role focuses on anticipating consumer needs, come prepared with ideas on how to implement proactive engagement strategies. Think about educational content or self-service tools that could enhance the customer journey and be ready to share these insights during the interview.
✨Data-Driven Decision Making
Joseph Joseph values a data-driven mindset, so be prepared to discuss how you've used analytics to identify trends and improve service delivery. Bring examples of how you've monitored consumer care data to drive continuous improvement and how this aligns with their goals.
