About Deliciously Ella
Deliciously Ella’s mission is to help people eat real food again, with more plants, more of the time. We are growing fast and we’re looking for talented, passionate, purpose-led people who share in our mission to help us get there.
Every day, we work to cultivate positive change, sharing delicious, natural, plant-based recipes and food products with the aim of building the world’s leading plant-based platform. Starting from a recipe website, the business has evolved into a restaurant, a range of plant-based food products, an app, a collection of bestselling recipe books and a growing social media community that sits at the heart of what we do.
We launched our first food products in 2016 and have since launched a wide range of products across different categories. We work with all the major grocers and OOH retailers across the UK. We also have a growing international business in the US and Europe.
Take a look at our website to read more about our story.
Working at Deliciously Ella
We have around 75 team members across two sites. Our factory site near Milton Keynes produces some of our best-loved products like our energy balls, caramel cups, nut butter bites and dipped nuts. Our Head Office is based in the heart of central London, on Tottenham Court Road, and this is where our Leadership Team work, alongside our Commercial, Finance, Supply Chain, Marketing and People teams.
What are we looking for?
We are looking for someone who will lead the strategy, development and ongoing optimisation of the brand’s digital platforms and app experience, driving member acquisition, engagement and retention through a seamless blend of technology, content, CRM and app community.
This is a collaborative role and internally you will interact regularly with Marketing, Sales, Ecommerce and Technical teams, specifically the Consumer Care Team. External partners will include Technical, Digital and Creative.
Key responsibilities of the role:
Digital Experience & Platform Leadership (circa 20% of role)
* Own and lead the digital experience roadmap for the DE app and associated platforms, ensuring they are optimised, scalable, future-proofed and aligned to business objectives – both within the UK market and International roll out markets
* Define and evolve UX/UI standards to deliver intuitive, engaging and high-performing user journeys.
* Identify, assess and implement new technologies and platform enhancements, building business cases for investment (including CAPEX where appropriate).
* Act as the key bridge between marketing, content, technology and external partners to ensure joined-up delivery.
Content, Engagement & Community (circa 10% of role)
* Develop and deliver integrated content and engagement plans that support the brand’s storytelling, user acquisition, retention and long-term loyalty.
* Oversee the planning, creation and execution of content within the app, ensuring it aligns with the DE brand strategy, commercial goals and community feedback.
* Lead the development of interactive experiences, campaigns and targeted promotions that drive active usage and member value.
* Champion the voice of the customer by embedding community insight, feedback and behavioural data into platform and content decisions.
CRM & Member Lifecycle Management (circa 10% of role)
* Own the CRM and member lifecycle strategy, driving acquisition, onboarding, engagement, retention and re-engagement through data-led, personalised communications.
* Define and optimise segmentation, journeys and triggers to improve member experience and commercial performance.
* Monitor and report on performance across the funnel, using insight to continuously improve effectiveness.
Customer Care Management (circa 40% of role)
* Managing all app and e commerce customer support, five days per week, ensuring queries are handled promptly.
* Providing outstanding customer service, resolving queries directly where possible and maintaining a consistent, brand aligned tone of voice.
* Escalating issues to the appropriate teams across the business (technical, content, supply chain, or consumer care) when additional expertise or action is required.
* Collaborating with the Consumer Care team on product related enquiries, ensuring accurate and timely responses for questions about ingredients, nutrition, allergens, and product usage.
* Tracking and assessing recurring customer issues, identifying product, app or e commerce pain points that require fixes or improved functionality.
* Feeding customer insights into product and platform roadmaps, ensuring user needs shape prioritisation and decision making.
* Supporting communication loops, updating Consumer Care and other teams once issues are resolved or improvements are released.
* Monitoring customer messages escalated from social inboxes when they relate specifically to app behaviour, account issues or digital experience.
Delivery, Governance & Stakeholder Management (circa 15% of role)
* Lead cross-functional delivery of digital and content initiatives, ensuring projects are delivered on time, on budget and to a high standard.
* Manage budgets, forecasts and supplier relationships related to platforms, content and CRM.
* Set clear priorities, governance and ways of working to ensure focus, transparency and accountability.
* Act as a senior stakeholder and advisor across the business on digital experience, engagement and member strategy.
Leadership & Continuous Improvement (circa 5% of role)
* Build a culture of innovation, customer-centricity and continuous improvement within the digital and marketing ecosystem.
* Stay informed on market trends, emerging technologies and best practices across digital experience, CRM, content and community.
* Proactively identify opportunities to improve efficiency, impact and customer value.
Values and Sustainability
* You will have a clear understanding of Hero UK&I sustainability policies, plans and practices and communicate these with stakeholders, as well as support the delivery of initiatives on the DE digital channels.
* We have strong values: Create Wow, Everyone Hero, Nourish Others, Take Responsibility. It is a standard of performance to work to these values as part of your role.
Your team
The role reports to Maria Vargas, Digital Marketing Manager and it is a full- time permanent role at 37.5 hours per week. Deliciously Ella is part of Hero Group, and this role will be part of Hero UK&I (Organix, Goodies and Deliciously Ella). The role is office-based and we operate a hybrid working model of 2 days per week in the office. You can be based either in London or Bournemouth.
What you will bring (skills and experience)
* Degree level or equivalent
* Proven experience leading digital platforms, app experiences or customer-facing digital products, ideally within a marketing, CRM or engagement-led environment.
* Strong understanding of UX/UI, customer journeys and platform optimisation, with the ability to translate user needs and business goals into effective digital experiences.
* Demonstrable experience in CRM, lifecycle marketing, community or member engagement, including acquisition, retention and personalisation strategies.
* Experience developing and delivering content and engagement strategies that support brand storytelling and commercial objectives.
* Strong project and stakeholder management skills, with experience working cross-functionally and managing external partners or agencies.
* Commercially minded, with experience managing budgets, building business cases and measuring performance and ROI.
* Experience within an FMCG or consumer brand environment, with an understanding of fast-paced, high-volume customer and campaign cycles.
* Experience in customer care will be desirable
* Organised, pro-active and curious
* Energy, tenacity and enthusiasm
* An ambitious, team-playing attitude