Head of Customer Happiness

4 weeks ago

London, United Kingdom Affinity Petcare Full time

**Head of Customer Happiness & Innovation**:
Our Head of Customer Happiness & Innovation is at the forefront of transforming our customer support and member experience, ensuring we deliver world-class service to our subscribers. This is a leadership role in our Direct-to-Consumer (D2C) team.

This is a permanent, full-time role in a hybrid working team. London based, with some travel to our Head Office in Norfolk.

**We are Nature’s Menu**:
We are Nature’s Menu, a rapidly growing raw pet food and wellbeing brand. With a legacy spanning 40 years, we’re the UK’s leading supplier and expert in raw and natural pet food. We’re on a mission to improve pet wellbeing, starting with providing nutritious meal plans.

We are passionate pioneers on an exhilarating journey to revolutionise the Direct-to-Consumer pet food industry, with backing from the international pet food business Affinity Petcare. We innovate by:
- Setting high benchmarks in pet nutrition - our products are crafted by our in house veterinary team- Redefining customer experience for pet owners and their pets - our Customer Happiness team are winners of the Feefo Platinum Trusted Service Award

Our business is growing, with more people trusting Nature’s Menu with their pet’s diet every week. To reach a diverse community of pets and pet owners, we have created an innovative Direct-to-Consumer (D2C) team to focus on bringing our products and expertise in pet wellbeing online.

Our Team

We’re building a squad to create a world class digital experience for our customers. Our team is leading a groundbreaking D2C subscription business to shake up the pet food industry. We have big ambitions. When you join our team you have the opportunity to make an impact from your first 30 days. You’ll be working with, and learning from, commercially-experienced D2C experts and our international Affinity Petcare community.

The Role

Reporting directly to the Chief Marketing Officer, you will be at the forefront of evolving our Customer Support team into a centre of excellence for subscriber experience. This role extends far beyond team management; it's about championing our company's mission to cultivate a genuinely customer-centric culture. By amplifying the voice of the customer throughout our organisation, spearheading customer insight initiatives, and delivering unparalleled customer support alongside an unmatched member experience, you will significantly influence subscriber lifetime value. Your role will be pivotal in reshaping our customer service, creating memorable and positive experiences for our customers and their pets.

**In This Role, You Will**:
- Develop and implement a strategic vision for the Customer Support function, aligning with company objectives to enhance member experience, retention, and satisfaction.- Oversee all aspects of call centre operations, ensuring efficiency, effectiveness, and the highest quality of customer support.- Lead the innovation in customer service practices, embedding cutting-edge technologies and processes, including AI tools, chatbots, and automation, to elevate our operations and enrich service delivery.- Drive continuous improvement in customer support workflows and processes, pioneering new standards for excellence in customer service.- Collaborate closely with the Head of Retention to launch initiatives aimed at improving subscriber retention, reducing churn, and increasing lifetime value.- Champion the development and implementation of a robust performance metrics and reporting framework to meticulously track and report on the effectiveness of customer support and team performance.- Mentor and develop a team of dedicated professionals, fostering a culture of excellence, accountability, and continuous improvement.- Be the voice of the customer within the company, ensuring customer insights and feedback directly inform product development, service enhancements, and strategic decisions.
- Gather and present comprehensive customer insights, managing customer research, surveys, and an engaged customer panel for beta testing, product reviews, and advocacy.

**About You**:
- You have significant experience in leading customer support or call centre operations, preferably in a fast-paced, tech-driven environment.- You are technically savvy, with a deep understanding of customer support technologies and a proven track record of implementing innovative solutions to enhance customer experience.- You possess a strong analytical mindset, capable of leveraging data to drive decisions, improve service delivery, and enhance customer satisfaction.- You are a visionary leader, capable of inspiring a team towards achieving excellence in customer support and member happiness.- Your expertise includes a successful track record in customer service innovation, with a flair for introducing new technologies and methodologies to transform customer engagement.- You are passionate about improving the customer experience, with

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