Location:
Remote (UK-based)
Hours:
Full-time
Salary:
Up to £30,000 depending on experience
Reports to:
Head of Marketing
We're James & Ella, 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 - including Sainsburys, Waitrose, Ocado and a growing number of independent retailers. We're looking for a motivated, people-focused professional to join our team as
Community & Customer Care Manager
. This role combines customer engagement, technical know-how with CRM systems, 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.
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 expand 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.