Head of Consumer

Head of Consumer Care – Joseph JosephWant to apply Read all the information about this position below, then hit the apply button.Location: London, United KingdomJoseph Joseph is a leading houseware brand known for high‑quality, thoughtfully engineered products. We are looking for an experienced Head of Consumer Care to shape and lead a consumer‑centric function that delivers exceptional experiences across every stage of the customer journey. The role focuses on anticipating consumer needs, designing friction‑minimizing processes, and ensuring the end‑to‑end journey consistently meets or exceeds expectations. Strategic leadership, operational excellence, and innovation will drive seamless, positive experiences that strengthen consumer trust and loyalty.What You Will Be DoingConsumer Experience StrategyDevelop and implement a strategy that prioritizes proactive engagement and anticipates consumer needs, ensuring the journey from product discovery to post‑purchase support meets or exceeds expectations.Operational LeadershipLead and inspire the Consumer Care team to deliver exceptional service across all touchpoints, establishing clear KPIs focused on customer satisfaction, first‑contact resolution, and proactive issue prevention.Operational ManagementOversee day‑to‑day operations of consumer care teams across multiple channels (phone, email, chat, social media), ensuring compliance with regulatory requirements and company policies, managing budgets, resources, and vendor relationships, and implementing feedback loops to improve service delivery.Continuous ImprovementIdentify pain points in the consumer journey and implement solutions to reduce friction and prevent repeat issues, driving innovation through technology, automation, and process optimisation.Proactive EngagementDevelop programs that engage consumers before problems arise (educational content, self‑service tools, predictive support) and collaborate with Marketing, Product, and Supply Chain to embed consumer insights into business decisions.Consumer AdvocacyAct as the voice of the consumer within the organisation, ensuring feedback drives product and service improvements and monitoring trends to keep the brand ahead of consumer expectations.Team DevelopmentRecruit, train, and develop high‑performing consumer care teams, fostering a culture of accountability, empathy, and continuous learning.Analytics & ReportingMonitor and analyse consumer care data to identify trends and opportunities, providing regular reports and insights to senior leadership.What We Need From YouProven experience leading consumer care or customer experience functions at a strategic and operational level.Deep understanding of end‑to‑end customer journey design and proactive engagement strategies.Excellent leadership and team development skills.Data‑driven mindset with experience using insights to drive continuous improvement.Ability to influence cross‑functional teams and senior stakeholders.Expert user of Zendesk.Strong knowledge of digital tools and customer experience best practices.Excellent communication, problem‑solving, and stakeholder management skills.Able to mentor and develop a team.What You Will Get From UsCompetitive salary and holiday allowance.Company performance‑related bonus.A pension contribution.Hybrid working – 3 days in office and 2 days from home with flexible start/finish times.External private employee wellbeing support.Access to Perkbox.Volunteer days.Team recognition scheme.Training and development.Holiday carry‑over scheme.Season‑ticket travel loan.Cycle‑to‑work scheme.Parental leave support.Holiday trading (buy/sell) and extra holiday days for long service.Life at Joseph JosephFlexible working.Mental wellbeing support.Holiday trading.Additional holiday for length of service.Company bonus scheme.Generous discounts for you and friends and family.Season ticket loan and cycle‑to‑work scheme.Even more discounts with Perkbox. xpwpeyx Customer Service London Hybrid.