Jobs
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Senior Product Developer
You will be part of a team that are at the forefront of innovation. As a Senior Product Developer you will be part of the New Product Development team and report into the Head of Product Development. You will manage the product development process for a given product category and/or number of sub-categories throughout the lifecycle. A key part in providing Proper Food for Pets (freshly prepared meat, no artificial additives or fillers, lots of healthy fruit & veg and healthy herbs & botanicals).
How will I make a difference?
You will be part of a team that are at the forefront of innovation. As a Senior Product Developer you will be part of the New Product Development team and report into the Head of Product Development. You will manage the product development process for a given product category and/or number of sub-categories throughout the lifecycle. A key part in providing Proper Food for Pets (freshly prepared meat, no artificial additives or fillers, lots of healthy fruit & veg and healthy herbs & botanicals).
You will:
- Manage the critical path for key suppliers and in collaboration with internal and external stakeholders. Manage this with minimal input from senior members of the team, deliver the NPD programme for a number of specific product categories on time and on budget.
- Develop specialist knowledge in the product development areas you run.
- Really own the projects you are responsible for. Have full accountability and be fully self-sufficient, only checking in with senior management as and when you require.
- Develop and maintain effective working relationships with external suppliers to maintain Lily’s Kitchen’s position at the forefront of innovation.
- Visit factories under your management on a regular basis as and when you require. Set up and manage weekly conference calls, collating into action points and communicating back to your line manager only when necessary.
- Establish, develop and maintain effective working relationships with the design, technical, commercial, sales, marketing and CRM teams.
- Communicate effectively with internal stakeholders to ensure products are brought to market efficiently and speed to market is optimised. Specifically to ensure the NPD programme and changes to it are clearly communicated, bringing issues to the attention of line manager swiftly, and everyone involved is kept up to date at all times.
- Confidently take full responsibility for the NPD process end to end ensuring all new product and packaging concepts are available for review by the senior team in a timely manner.
- Collaborate with the design, technical and purchasing teams to ensure samples are available and costings fully prepared, take full responsibility for overseeing your own projects as well as offering support for more junior team members.
- Build your seniority within the team, aiming for more junior team members to be reporting directly into you.
- Undertake regular reviews (benchmarking) of the market maintaining accurate records of the ranges, pricing structure, messaging used by the competitor set.
- Keep abreast of the market bringing new product launches to the attention of the team in a timely manner.
- Keep abreast of developments in sustainable packaging materials to ensure Lily’s Kitchen has access to the latest materials in a timely manner
- Deputise for senior management in meetings etc as and when required
How will I be successful?
- Relevant degree with a minimum of 2 years’ experience in FMCG product development.
- Confident in a creative and entrepreneurial environment
- Strong Relationship Management skills, and excellent interpersonal skills
- Ability to manage the bigger picture whilst holding and attending to the detail
- Expertise in working with PLM systems.
- Results driven
- Passion for Lily’s Kitchen brand, product and philosophy
- It goes without saying that you need to have a PFP (passion for pets)
- It’s fast paced here at Lily’s Kitchen so you will need to have worked in a similar environment
- You will be comfortable with using Microsoft Office and in particular Excel (intermediate/advance level)
- First class communication skills, with the ability to communicate clearly, effectively and appropriately with other Lily’s Kitchen employees, external suppliers and others at all levels.
- Fantastic planning and organisation skills to support the work schedule
- The ability to use your initiative – being a self-starter with a positive ‘can do’ attitude and the desire to learn and grow.
Join the family
To apply send your CV and cover letter to: workwithlily@lilyskitchen.co.uk
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Customer Care Operations Executive
We love our customers and we want to make sure they receive the right care and attention they deserve.
As a Customer Care Operations Executive you will act as an ambassador for Lily’s Kitchen and deliver exceptional customer service to our customers. This will shine through in everything you do from supporting and managing customer enquiries (via telephone, email and – soon enough – web chat), ensuring we offer the best customer experience, nutritional advice, product information and emotional support at all times. From an operational perspective you will be the key point of contact for our delivery partner, warehouse, supply chain and quality control teams.
How will I make a difference?
You will:
- Deliver award winning customer service and act as an ambassador for Lily’s Kitchen, ensuring an excellent and supportive customer experience reflective of the Lily’s Kitchen brand and vision
- Answer customer enquiries promptly and effectively (telephone, email)
- Perform regular audits to ensure content accuracy, product optimisation and efficiency in customer journey
- Provide pet dietary and nutrition advice. Advise on pet health, food content and product information, Lily’s Kitchen products, features and benefits, promotions and promotional product
- Provide emotional and moral support to Lily’s Kitchen customers as required
- Manage and support the order and delivery process, through retail systems including Salesforce, Zendesk, CMS & NETSUITE
- Point of liaison between customer, warehouse and couriers to ensure the customer receives on time, correct, quality deliveries
- Act on, and feedback customer insights to correct departments for ongoing development and improvements
- Provide basic bug fixing, troubleshooting and website support for the business
- Gather feedback and customer insights to help and improve customer service and the product range
- Report on and identify trends within delivery partner issues, quality control and warehouse feedback, and feeding them back to the relevant business stakeholders
- Be the point of contact within the Customer Care team for our delivery partner – liaising with our account manager to ensure any repeated issues are addressed, and recommend process changes where necessary
- Work closely with our Quality Control Manager to ensure all our communications and information are regularly updated and accurate, and reporting trends and insights from QC contacts within Customer Care
- Work with the Supply Chain team to stay up to date with all stock and warehouse information, as well as reporting any trends or issues to them in real time, and analyzing customer impact through contacts
- Manage any quality issues and report to Line Manager and NPD
- Review and manage/respond to Feefo feedback and handle customer complaints, including quality and damage issues efficiently
- As required, manage customers’ refunds and returns process
- Liaise with warehouse team and couriers, where necessary
- Accurate completion of department administration duties
- Support the Senior Customer Care Manager, sourcing and managing charitable requests and donations
- Support other teams (including Trade sales and customer care) and company events (including Trade shows) as required
How will I be successful?
- A passion for pets is important, and for this role in particular you need a background in dealing with our four-legged friends
- An expert when it comes to working in a customer facing role, you will know what it takes to deliver first class customer service
- High energy, adaptability, and the ability to present solutions with passion - we’re after someone who wants to change the world!
- Social media guru with experience of using instant and social messaging
- You’re proficient in Microsoft Office programs – in particular Excel, Word and Powerpoint
- Ideal though not essential experience in using Zendesk and Ecommerce Cloud
- Top notch written communication and grammar skills - you know the difference between the brought and bought and your and you’re
- A European language is a plus
- You’re known for your relationship building and being empathetic
- You love to collaborate on ideas and are always an active member in any team
- Lily’s Kitchen values will shine through in everything you do
- At Lily’s Kitchen, it’s a fast paced, dynamic environment – so you need to be highly adaptable, and comfortable in an ever-changing company
- You’ll have impeccable communication skills, and will be able to multitask between multiple channels
- You’ll be well practiced at using your initiative, have a can-do attitude and will be keen to learn and grow
- You will have an exceptional level of planning, organisation and prioritising
Join the family
To apply send your CV and cover letter to: workwithlily@lilyskitchen.co.uk