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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
* Industries
Food and Beverage Services
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