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For Companies At a Glance
- Tasks: Engage with customers and provide expert canine nutrition advice while managing community relationships.
- Company: Join James & Ella, a passionate dog wellbeing company founded by James Middleton.
- Benefits: Enjoy a competitive salary, 25 days leave, and discounts on dog food.
- Other info: Work remotely in a supportive team with opportunities for personal growth.
- Why this job: Make a real impact in a growing company that loves dogs as much as you do.
- Qualifications: Experience in customer service and a genuine passion for canine nutrition required.
The predicted salary is between 24000 - 36000 £ per year.
Overview
Community & Customer Care Manager (with Canine Nutrition Expertise) – Remote (UK-based), Full-time. Salary up to £30,000 depending on experience. Reports to: Head of Marketing. James & Ella is a happiness and wellbeing company for dogs, founded by James Middleton. Since launching as a D2C premium dog food brand in 2019, we’ve expanded into national retailers across the UK and are looking for a motivated, people-focused professional to join our team. This role combines customer engagement, technical CRM knowledge, and a passion for canine nutrition to deliver outstanding experiences for our community.
Key Responsibilities
- Customer Relationship Management
- Manage and update customer records in Laravel CRM.
- Build and send email campaigns and newsletters via Klaviyo.
- Customer Support
- Respond to enquiries via Intercom live chat and email.
- Handle comments, messages, and engagement through Meta Business Suite (Facebook & Instagram).
- Provide first-class support for trialists, including follow-up phone calls.
- Canine Nutrition Guidance
- Advise customers on canine nutrition queries with confidence and empathy.
- Offer phone-based consultations to ensure customers choose the best options for their dogs.
- Community Engagement
- Support and nurture our online community, building relationships that foster loyalty and trust.
- Work closely with marketing to provide customer insights and feedback.
What We’re Looking For
- Experience in customer service and/or community management.
- Familiarity with CRM systems (Laravel, Klaviyo, Intercom, or similar).
- Strong communication skills across phone, email, and social media.
- A genuine passion for dogs and proven knowledge of canine nutrition (qualification or demonstrable experience).
- Proactive, organised, and able to work independently in a fast-paced environment.
Nice to Have
- Experience managing newsletters and email automations.
- Previous experience in a pet food, veterinary, or animal care environment.
- Strong storytelling and copywriting abilities.
- Ability to turn customer conversations into valuable insights for the team.
- Enthusiasm for social media platforms.
What We Offer
- The chance to make a real impact in a growing company that cares deeply about dogs and their families.
- Supportive, collaborative team environment.
- Opportunities to grow within the role, expanding both community management and nutrition expertise.
- Competitive salary.
- 25 days pro rata annual leave entitlement + bank holidays.
- Discounted dog food and treats.
- Occasional team days in London.
#J-18808-Ljbffr
Community & Customer Care Manager (with Canine Nutrition Expertise) James & Ella A happiness & [...] employer: petfederation
Contact Detail:
petfederation Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Community & Customer Care Manager (with Canine Nutrition Expertise) James & Ella A happiness & [...]
✨Tip Number 1
Get to know the company inside out! Research James & Ella, their values, and their products. This way, when you chat with them, you can show off your passion for canine nutrition and how you fit into their mission.
✨Tip Number 2
Practice your communication skills! Whether it’s through phone calls or social media, being able to engage confidently and empathetically is key. Try role-playing with a friend to nail down your responses to common customer queries.
✨Tip Number 3
Show off your CRM knowledge! Familiarise yourself with systems like Laravel and Klaviyo. If you can demonstrate your ability to manage customer relationships effectively, you’ll stand out as a candidate who can hit the ground running.
✨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 and making a difference in the lives of dogs and their families.
We think you need these skills to ace Community & Customer Care Manager (with Canine Nutrition Expertise) James & Ella A happiness & [...]
Some tips for your application 🫡
Show Your Passion for Dogs: When you're writing your application, let your love for dogs shine through! Share any personal experiences or stories that highlight your passion for canine nutrition and how it connects to the role.
Tailor Your Experience: Make sure to customise your application to reflect your experience in customer service and community management. Highlight specific examples of how you've engaged with customers and built relationships in previous roles.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon, so we can easily see how your skills match what we're looking for. Remember, less is often more!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity with James & Ella!
How to prepare for a job interview at petfederation
✨Know Your Canine Nutrition
Brush up on your knowledge of canine nutrition before the interview. Be ready to discuss specific dietary needs for different breeds and any recent trends in dog food. This will show your genuine passion for dogs and help you connect with the interviewers.
✨Familiarise Yourself with CRM Tools
Since the role involves using CRM systems like Laravel and Klaviyo, make sure you understand how these platforms work. If you have experience with similar tools, be prepared to share examples of how you've used them to enhance customer engagement.
✨Engage with Their Community
Take some time to explore James & Ella's social media channels and online community. Familiarise yourself with their tone and the types of interactions they have with customers. This will help you demonstrate your understanding of their brand and how you can contribute to building relationships.
✨Prepare for Customer Scenarios
Think of potential customer queries related to canine nutrition and customer support. Prepare thoughtful responses that showcase your empathy and problem-solving skills. This will highlight your ability to provide first-class support and engage effectively with their community.