Jobs
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Customer Care Executive
We love our customers and we want to make sure they receive the right care and attention they deserve.
As a Customer Service 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 social media), ensuring we offer the best customer service experience, nutritional advice, product information and emotional support at all times.
How will I make a difference?
- 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)
- 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 (Service Cloud and Commerce Cloud) CMS & NETSUITE
- Liase with customers through social media platforms and instant messaging
- 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 department for ongoing development and improvements
- Review and manage/respond to Feefo feedback and handle customer complaints, including quality and damage issues efficiently
- Pro-actively review, manage and support social media commentary and feedback
- As required manage customers’ refunds and returns process
- Liaise with warehouse team and couriers where necessary
- Accurate completion of department administration duties
- Support the Customer Service 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?
- As far as business-jargon goes, our best practice learnings signal a need for a PFP (passion for pets) and this role imparticular you need a background in dealing with pooches and moggies
- 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!
- A background in delivering exceptional customer service
- Social media guru with experience of using instant and social messaging
- Ideal though not essential experience in using (Service Cloud and Commerce Cloud) our CRM
- Top notch written communication and grammar skills. You know the difference between the brought and bought and your and you’re
- 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
- A European language is a plus
- You’re known for your relationship building and be 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
- It’s faster paced than a team of huskies here at Lily’s Kitchen. You’ll need to be comfortable with sitting on that fast moving sleigh
- You’ll have an endearingly affinity for Microsoft Office and all it quirks
- You’ll be better at communication than postman Pat with 12 phones and a carrier pigeon
- A Puss-in-Boots-level planner and organisational skills to rival Monica Geller
- You’ll be well practiced at using your initiative, have a can-do attitude and will be peachy keen to learn and grow
Join the family
To apply send your CV and cover letter to: workwithlily@lilyskitchen.co.uk
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International Sales Manager
You will be responsible for driving our performance in key European markets and customers, and for identifying and securing new customers for us to work with.
How will I make a difference?
Your experience in Sales, especially in International Sales will be invaluable as you nurture and grow existing relationships to drive our business performance and as you assess the market to identify new growth opportunities. Equally adept at trading and at brand building, you will be instrumental in bringing proper food to cats and dogs across Europe.
You will:
- Own and deliver the P+L for selected countries and customers, exceeding revenue targets and meeting profitbality targets (key country responsibilities include France, Spain, Netherlands and a number of other European markets)
- Manage and develop strong relationships with each of your customers, leading to Lily’s Kitchen executing audacious plans that other brands haven’t even thought of let alone been allowed to execute
- Seek out and deliver new distribution opportunities in selected countries, minimising the cost to serve and maximising our profitability. This will come from a strategic assessment of the market and the competition
- Commercial performance management is second nature to you. Promotional plans, performance marketing, CRM, data analysis, reporting, managing spend etc.
- Be responsible for accurately forecasting demand and investment for each of your customers
- Be highly au fait with data analysis and reporting, you will ensure that the correct KPIs are in place and are being tracked and reported
- Be responsible for developing and then implementing annual JBPs for your customers
- You will work closely with Supply Chain, Marketing and NPD to ensure that the business runs smoothly
- You will keep a close eye on the competition to ensure that Lily’s Kitchen is always competitive and at the cutting edge
How will I be successful?
- Proven sales experience within a fast-growing FMCG business, including international experience
- You are a numbers person with strong attention to detail and commercial acumen – an entrepreneur in the making
- Strong ability to multitask in a high-pressure entrepreneurial, international environment and the tenacity to make things happen
- Ability to travel to our customers wherever they are and whenever they need you
- Can speak a european language. French and Spanish would be ideal
- Proven history managing great relationships with customers
- Track record of delivery in cross functional teams (Marketing, Supply Chain, R&D)
- Strong interpersonal skills, with the ability to deliver through relationships at all levels
- An appetite for a challenge, with a hard working, tenacious attitude, ability to prioritize and the passion, drive and desire to win
- Proven history managing great relationships with customers
- Track record of delivery in cross functional teams (Marketing, Supply Chain, R&D)
- Strong interpersonal skills, with the ability to deliver through relationships at all levels
- An appetite for a challenge, with a hard working, tenacious attitude, ability to prioritize and the passion, drive and desire to win
- And it goes without saying, you should have a real passion for pets!
Join the family
To apply send your CV and cover letter to: workwithlily@lilyskitchen.co.uk
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SNAM Amazon and eCommerce
As an out and out Amazon specialist, you will lead the fastest growth area of our business, Amazon and 3rd party eCommerce (such as Ocado and pet specialist eCommerce sites). Your role covers both here in the UK and across Europe.
How will I make a difference?
You will develop and deliver the acceleration of our eCommerce performance in the UK and across Europe. Your extensive expertise in driving commercial performance, merchandising, pricing and promotional strategy, performance marketing and using data to provide insight will give Lily’s Kitchen a huge competitive advantage and make for an unheard of rate of growth. You will work closely with the Sales Team, Marketing and our own in-house D2C eCommerce channel team.
You will:
- Own and deliver the P+L for Amazon and 3rd party eCommerce in the UK and Europe, exceeding revenue targets and meeting profitbality targets
- Manage and develop strong relationships with each of your customers, leading to Lily’s Kitchen executing audacious plans that other brands haven’t even thought of let alone been allowed to execute
- Seek out and deliver new eCommerce distribution opportunities, most notably Amazon Seller and FBA opportunities in Europe
- Commercial performance management is second nature to you. Promotional plans, performance marketing, CRM, data analysis, reporting, managing spend etc.
- Be responsible for accurately forecasting demand and investment for each of your customers
- Be highly au fait with data analysis and reporting, you will ensure that the correct KPIs are in place and are being tracked and reported
- Be responsible for developing and then implementing annual JBPs for your customers
- Where opportunities exist, you will work with the NPD team to develop new product offerings that are perfectly suited to the needs of your channel
- You will work closely with Supply Chain, Marketing and NPD to ensure that the business runs smoothly
- You will also work closely with our in-house D2C eCommerce channel, sharing learnings and experience, and aligning promotional plans to ensure that all channels succeed
- You will keep a close eye on the competition to ensure that Lily’s Kitchen is always competitive and at the cutting edge
How will I be successful?
- Proven leadership experience within a brand-led eCommerce trading environment
- Track record of leading an online business through a period of significant growth and the delivery of both revenue and profit targets
- You will have extensive experience of all aspects of the Amazon platform, as well as having worked with other marketplaces, Pure Plays and grocery.com customers in the past
- Experience of growing an international business, launching into new markets
- Project management (preferably in digital / ecommerce space) as well as Business planning and implementation experience
- Solid understanding of data analytics including Google Analytics
- You are a numbers person with strong attention to detail
- Strong ability to multitask in a high-pressure entrepreneurial, international environment
- Relevant brand marketing and performane marketing experience
- Proven history managing great relationships with customers
- Track record of delivery in cross functional teams (Marketing, Supply Chain, R&D)
- Strong interpersonal skills, with the ability to deliver through relationships at all levels
- An appetite for a challenge, with a hard working, tenacious attitude, ability to prioritize and the passion, drive and desire to win
- And it goes without saying, you should have a real passion for pets!
Join the family
To apply send your CV and cover letter to: workwithlily@lilyskitchen.co.uk