Head of Customer Experience

5 months ago


Merthyr Tydfil, United Kingdom ThePetFoodPeople Full time

**Hours**: Full-Time

**Contract Type**: Employed, Permanent

**Location**: Merthyr Industrial Park, Pentrebach, Merthyr Tydfil, CF48 4DR

**Company Overview**

At ThePetFoodPeople®, we're on a transformative mission to become The World’s Most Caring PetCare Company. By dreaming, developing, manufacturing, and distributing award-winning pet food, supplements and nutraceuticals, we're changing the face of pet care, by holding hands and paws, for life. We’re driven by a relentless pursuit of excellence; we care about radical transparency and fearless tenacity. We are not for everyone, and that’s by design.

We serve the Queen Bee Role (QBR) by delivering a Seamless Customer Experience, ensuring our promise to improve the lives of pets and their owners worldwide is not just met, but exceeded. If you’re ready to be challenged, to grow beyond measure, and make an undeniable impact, welcome to your next calling.

**Role Purpose**

As the Head of Customer Experience, you will stand at the helm of our company’s most crucial division, embodying and executing our mission to provide unmatched care to our customers. This role is a broad mix of operations and service excellence. You will oversee the integration and performance of our Make, Deliver, and Support teams. Your leadership will be the cornerstone of our promise to deliver the world’s most caring customer experience, directly influencing our company's legacy and the health of pets globally.

**Responsibilities**
- Lead & Optimise the Operational Functions: Guide the strategic direction and operational execution of the Make, Deliver, and Support Teams, ensuring they collectively support and defend the QBR - the unmatched customer experience.
- Develop Team & Culture: Foster a culture of excellence and transparency within and across teams. Spot gaps and balance the team, provide training and development, manage performance through 1:1s and team-wide initiatives. Manage hiring within your functions.
- Support & Protect the CEO: Serve as a gatekeeper to the CEO, effectively managing upwards to ensure the CEO’s time is optimised for leadership and future focus, not bogged down by operational bottlenecks.
- Make Team: Oversee the development and production of our award-winning pet food, supplements and nutraceuticals, ensuring products meet our rigorous standards for quality and care.
- Deliver Team: Ensure efficient and timely despatch function. Oversight on demand planning, warehouse operations, international logistics and final-mile delivery of our products to customers, maintaining our reputation as a company that goes above and beyond.
- Support Team: Lead a world-class customer care function that not only resolves issues but anticipates customer needs, setting new industry standards for care and responsiveness.
- This is a very broad role - far from one-dimensional, and you’ll need to quickly get up to speed with a wide array of components. In the morning, you might be strategising our next move, and by the afternoon, you could be on the warehouse floor, sleeves rolled up, ensuring orders are packed and ready to make their way to our customers.
- This position is for those who find excitement in the unpredictable, who take pride in not just leading from the front but also stepping into the shoes of their team members to support the Make, Deliver, and Support roles directly. Your willingness to dive into the details and participate in the granular aspects of our operation—whether that means formulating the next breakthrough supplement or personally responding to a customer’s concern—demonstrates your commitment to our collective mission.
- As we grow, your role will evolve, but your impact on shaping the future of pet care starts with your readiness to engage deeply with all aspects of our business, no matter how big or small the task.
- A customer-centric leader with a track record of delivering exceptional outcomes.
- You have a proven ability to manage many moving parts, and are able to see products and services from start to finish. Operations and supply chain experience could prove advantageous.
- Fuelled by challenges, unyielding in the face of obstacles, and unwavering in your pursuit of excellence.
- Dedicated and hardworking. You’re happy to get your hands dirty (even if that occasionally means you’re packing pet food).
- Committed to caring about radical transparency, relentless innovation, and extreme ownership.
- Inspired by the possibility of transformation - for yourself, the company, and the pets we serve. You have the chance to shape your future and develop your role with our growth.
- The chance to be part of a tight-knit tribe, united in our mission and unmatched in our drive.
- A role that’s not just a job, but a journey of personal and professional transformation.
- Impact that resonates through countless lives, transforming the health and happiness of pets and their owners worldwide.
- An environment where growt


  • Store Manager

    2 weeks ago


    Merthyr Tydfil, Merthyr Tydfil, United Kingdom Flannels Full time

    Key Responsibilities:Drive sales growth and exceed targets by maximising turnover and identifying opportunities for improvement.Lead and motivate the team to achieve sales targets and deliver exceptional customer service.Be a strong presence on the shop floor to drive sales and promote a positive customer experience.Ensure all team members have the tools and...


  • Merthyr Tydfil, United Kingdom University of South Wales Full time

    Job description The College Merthyr Tydfil wishes to appoint a Work Experience Placement Officer to support the organisation, health and safety vetting and successful delivery of work experience placements, trips, events and visits for college learners. Working as part of the college’s Health and Safety team, the successful post holder would be...

  • Head of Patient Flow

    3 weeks ago


    Merthyr Tydfil, Merthyr Tydfil, United Kingdom Cwm Taf Morgannwg University Health Board Full time

    Job Title: Head of Patient FlowThe Head of Patient Flow will be a visible, authoritative, and professional clinical leader responsible for patient flow and lead on all day-to-day and forward operational planning and decision making on the acute hospital site. This role will involve liaising with multi-professional colleagues throughout Prince Charles...

  • Head of Patient Flow

    3 weeks ago


    Merthyr Tydfil, Merthyr Tydfil, United Kingdom Cwm Taf Morgannwg University Health Board Full time

    Job Title: Head of Patient FlowThe Head of Patient Flow will be a visible, authoritative, and professional clinical leader responsible for patient flow and lead on all day-to-day and forward operational planning and decision making on the acute hospital site. This role will involve liaising with multi-professional colleagues throughout Prince Charles...


  • Merthyr Tydfil, Merthyr Tydfil, United Kingdom NHS Full time

    About the RoleThe Head of Patient Flow will be a visible, authoritative and professional clinical leader with responsibility for patient flow and lead on all day-to-day and forward operational planning and decision making on the acute hospital site, liaising with multi-professional colleagues throughout Prince Charles Hospital and Cwm Taf Morgannwg...

  • Head of Patient Flow

    4 weeks ago


    Merthyr Tydfil, Merthyr Tydfil, United Kingdom Cwm Taf Morgannwg University Health Board Full time

    Job Title: Head of Patient FlowThe Head of Patient Flow will be a visible, authoritative, and professional clinical leader responsible for patient flow and lead on all day-to-day and forward operational planning and decision making on the acute hospital site. This role will involve liaising with multi-professional colleagues throughout Prince Charles...

  • Head of Patient Flow

    4 weeks ago


    Merthyr Tydfil, Merthyr Tydfil, United Kingdom Cwm Taf Morgannwg University Health Board Full time

    Job Title: Head of Patient FlowThe Head of Patient Flow will be a visible, authoritative, and professional clinical leader responsible for patient flow and lead on all day-to-day and forward operational planning and decision making on the acute hospital site. This role will involve liaising with multi-professional colleagues throughout Prince Charles...

  • Head of Patient Flow

    3 weeks ago


    Merthyr Tydfil, Merthyr Tydfil, United Kingdom NHS Full time

    About the RoleWe are seeking a highly skilled and experienced professional to join our team as the Head of Patient Flow. This is a key leadership role that requires a strong clinical background, excellent communication skills, and the ability to work effectively with multi-disciplinary teams.Main ResponsibilitiesLead the development and implementation of...

  • Head of Patient Flow

    3 weeks ago


    Merthyr Tydfil, Merthyr Tydfil, United Kingdom NHS Full time

    About the RoleWe are seeking a highly skilled and experienced professional to join our team as the Head of Patient Flow. This is a key leadership role that requires a strong clinical background, excellent communication skills, and the ability to work effectively with multi-disciplinary teams.Main ResponsibilitiesLead the development and implementation of...


  • Merthyr Tydfil, Merthyr Tydfil, United Kingdom Everlast Gyms Full time

    Membership Experience HostEverlast Gyms is seeking a highly motivated and customer-focused Membership Experience Host to join our team. As a key member of our team, you will be responsible for delivering exceptional customer service, ensuring a positive experience for our members, and contributing to the overall success of our club.Main...


  • Merthyr Tydfil, Merthyr Tydfil, United Kingdom Everlast Gyms Full time

    Membership Experience HostEverlast Gyms is seeking a highly motivated and customer-focused Membership Experience Host to join our team. As a key member of our team, you will be responsible for delivering exceptional customer service, ensuring a positive experience for our members, and contributing to the overall success of our club.Main...


  • Merthyr Tydfil, Merthyr Tydfil, United Kingdom Everlast Gyms Full time

    Membership Experience HostEverlast Gyms is seeking a highly motivated and enthusiastic Membership Experience Host to join our team. As a key member of our team, you will be responsible for delivering exceptional customer service and creating a welcoming environment for our members.Main Responsibilities:Maximize every member and guest's experience in our...


  • Merthyr Tydfil, Merthyr Tydfil, United Kingdom Everlast Gyms Full time

    Membership Experience HostEverlast Gyms is seeking a highly motivated and enthusiastic Membership Experience Host to join our team. As a key member of our team, you will be responsible for delivering exceptional customer service and creating a welcoming environment for our members.Main Responsibilities:Maximize every member and guest's experience in our...


  • Merthyr Tydfil, Merthyr Tydfil, United Kingdom Everlast Gyms Full time

    Main Responsibilities:As a key member of the Everlast Gyms team, you will be responsible for delivering exceptional customer experiences, driving sales and retention, and maintaining the highest standards of cleanliness and hygiene in our club.Key Duties:To maximize every member and guest's experience in our club, ensuring a positive and engaging...


  • Merthyr Tydfil, Merthyr Tydfil, United Kingdom Everlast Gyms Full time

    Membership Experience HostAt Everlast Gyms, we're passionate about delivering exceptional experiences for our members. As a Membership Experience Host, you'll play a key role in ensuring every guest feels welcome and valued.Main Responsibilities:Maximise member and guest satisfaction through exceptional customer service.Support sales and retention efforts by...


  • Merthyr Tydfil, Merthyr Tydfil, United Kingdom Everlast Gyms Full time

    Membership Experience HostAt Everlast Gyms, we're looking for a highly motivated and enthusiastic individual to join our team as a Membership Experience Host. This role is perfect for someone who is passionate about fitness, customer service, and administration.Main Responsibilities:To deliver exceptional customer service to our members and guests, ensuring...


  • Merthyr Tydfil, Merthyr Tydfil, United Kingdom Everlast Gyms Full time

    Main Responsibilities:As a key member of the Everlast Gyms team, you will be responsible for delivering exceptional customer experiences and driving membership sales and retention.Key duties include:Maximising every member and guest's experience in the clubSupporting the sales and retention of memberships through excellent customer serviceMaintaining high...


  • Merthyr Tydfil, Merthyr Tydfil, United Kingdom Everlast Gyms Full time

    Membership Experience HostAt Everlast Gyms, we're passionate about delivering exceptional experiences for our members. As a Membership Experience Host, you'll play a key role in making this happen.Main ResponsibilitiesTo provide an outstanding experience for every member and guest in our club.To support the sales and retention of memberships through...


  • Merthyr Tydfil, Merthyr Tydfil, United Kingdom Everlast Gyms Full time

    Membership Experience HostAt Everlast Gyms, we're passionate about delivering exceptional experiences for our members. As a Membership Experience Host, you'll play a key role in ensuring every guest feels welcome and valued.Main Responsibilities:Maximise member and guest satisfaction through exceptional customer service.Support sales and retention efforts by...

  • Head of Patient Flow

    3 weeks ago


    Merthyr Tydfil, Merthyr Tydfil, United Kingdom NHS Full time

    About the RoleWe are seeking a highly skilled and experienced professional to join our team as the Head of Patient Flow. This is a key leadership role that requires a strong clinical background, excellent communication skills, and the ability to work effectively with multi-disciplinary teams.Main ResponsibilitiesLead the development and implementation of...