Jobs
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Customer Care Executive
As a Customer Care Executive you will act as an ambassador for Lily’s Kitchen and deliver exceptional customer service to our customers.
Equality and Inclusiveness at Lily’s Kitchen:
At Lily’s Kitchen, we want to build and maintain a values-driven culture of trust and inclusion, one that empowers people safely and comfortably to express every characteristic of their personal identity and experience. We’re committed to supporting and encouraging a diverse and inclusive workforce. That means that whatever your ethnic origin, religion, gender, sexual orientation, gender identity, gender expression, age or status as an individual with a disability , you’ll get all the opportunities, respect and support you’d expect from a passionate business that cares about its people (as well as its pets).
We strongly encourage people of colour, lesbian, gay, bisexual, transgender, queer and non-binary people, veterans, parents, individuals with disabilities and/or other people from underrepresented groups to apply. Lily’s Kitchen is an equal opportunity employer and welcomes everyone to our team. If you need reasonable accommodation at any point in the application or interview process, please let us know.
In your application, please feel free to note which pronouns you use.
Location:
This is a hybrid role, with a mix between working 2 days a week (or more if you prefer) in our beautiful central London office (Goodge Street) and the rest of the time working from home (there is potentially flexibility on this for those working part time hours, if the needs of the business and role are still being met).
Your place at the Lily’s Kitchen Table
We love our customers and we want to make sure they receive the right care and attention they deserve.
As a Customer Care 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, social media and – soon enough – web chat), ensuring we offer the best customer experience, nutritional advice, product information and emotional support at all times. You will also liaise with all the other teams in the business to ensure we’re always aligned and giving up to date information, and therefore giving the best possible service.
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, social media, live chat)
- 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, Ordergroove & NETSUITE
- Be the point of liaison between the 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
- As required, manage customers’ refunds and returns process
- Liaise with the warehouse team and couriers where necessary
- Accurately compile department administration duties
- Support other teams as required
- Offer cover for our ‘Sales Executive – Independents’ where needed, providing support for our Independents, including placing orders and taking payments
- Take into consideration our social and environmental goals within every aspect of the role be that transparency on our ethical policies, procedures and products with customers, focus on recyclability within the office and champion internal B Corp initiatives
How will I be successful?
You can demonstrate:
- 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!
- A background in delivering exceptional customer service
- Ideal though not essential; experience in using Zendesk and Ecommerce Cloud
- Top notch written communication and grammar skills - you know the difference between 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
- Impeccable communication skills, and will be able to multitask between multiple channels
- Prolific in using Microsoft Office, and all its quirks
- Well practiced at using your initiative, have a can-do attitude and will be peachy keen to learn and grow
- Exceptional levels of planning, organisation and prioritising
Our Perks:
At Lily’s Kitchen we believe that everyone should enjoy their time at work. We reward the care our people put into their job, by caring for them in return. Our benefits are designed to make our people smile, save for the future, stay healthy and give back where they can and include:
- Dogs at work; what better way to put a smile on your face!
- Flexible Working: flexitime, working from home, part-time working, flexible support
- Save for the Future and Protect Loved ones: a pension plan that goes beyond, the option for salary exchange and an option of an ethical pension fund reflecting our team’s attitudes and needs. Plus, a life assurance scheme to look after those that depend on you.
- Staying healthy and well: Our team’s health and wellbeing is very important to us and we offer private medical, private dental, employee assistance programme, mental first aiders and a cycle to work scheme.
- Supporting our community: with a volunteering allowance we can give back to causes we are passionate about. Plus supporting and having fun together as a team.
- And more…
Join the family
To apply send your CV and cover letter to: workwithlily@lilyskitchen.co.uk
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Product Development Manager
As a Product Development Manager, you will lead the Product Development team of product developers to deliver the innovation pipeline and renovation.
Equality and Inclusiveness at Lily’s Kitchen:
At Lily’s Kitchen, we want to build and maintain a values-driven culture of trust and inclusion, one that empowers people safely and comfortably to express every characteristic of their personal identity and experience. We’re committed to supporting and encouraging a diverse and inclusive workforce. That means that whatever your ethnic origin, religion, gender, sexual orientation, gender identity, gender expression, age or status as an individual with a disability, you’ll get all the opportunities, respect and support you’d expect from a passionate business that cares about its people (as well as its pets).
We strongly encourage people of colour, lesbian, gay, bisexual, transgender, queer and non-binary people, veterans, parents, individuals with disabilities and/or other people from underrepresented groups to apply. Lily’s Kitchen is an equal opportunities employer and welcomes everyone to our team. If you need reasonable accommodation at any point in the application or interview process, please let us know.
In your application, please feel free to note which pronouns you use.
Location:
This is a hybrid role, with a mix between working approximately 1-2 days a week (or more if you prefer) in our beautiful central London office (Goodge Street) and working from home.
Your role at Lily’s Kitchen:
You will be part of a team involved innovation, reporting into the Head of Product Development. As a Product Development Manager, you will lead the Product Development team of product developers to deliver the innovation pipeline and renovation. A key part in providing Proper Food for Pets (freshly prepared meat and offal, lots of fruit & veg with botanicals).
How will I make a difference?
You will:
- Oversee the delivery of the product pipeline process, with full responsibility for delivering from concept brief to launch.
- Be responsible for the development of products ready to launch – bringing through the gate process on time and on budget.
- Communicate effectively with internal stakeholders to ensure products are brought to market efficiently and speed to market is optimised.
- Be involved in inputting new ideas into the innovation pipeline for products in line with Lily’s Kitchen’s goals and growth strategy.
- Work with legislation to ensure all products are complaint, claims substantiated and the sign off process is correctly followed.
- Managing a team of three direct full time reports:
- 2 x Senior Product Developer
- 1 x Product Developer
- Oversee involvement of the vet and ensuring all products have been approved
- Complete weekly 1-1 meetings with each direct report, checking in on critical path timings and key project updates. Supporting and empowering them to achieve their KPIs and personal growth goals.
- Report back all department progress in your weekly 1-1 meeting, ensuring any changes/ developments are clearly communicated, bringing issues to the attention of Head of Product swiftly.
- Support the Senior Product Developer to run the Gate process and the cross-functional taskforce, to ensure only products running through the process hit all hurdles and with successful product positioning.
- Oversee the full product renovation project – keep on time and update Senior management accordingly.
- Create PowerPoint presentations for internal and external requirements and present on a regular basis.
- Build and maintain effective working relationships with external suppliers to maintain Lily’s Kitchen’s position at the forefront of innovation.
- Attend supplier weekly meetings and supporting the team member responsible for the account management, to ensure the agenda is prepared, meeting documented and actions followed up.
- Oversee and deliver cost of goods working closely with the finance team
- Visit factories at key points during projects, supporting the team in the process as required.
- Establish, develop and maintain effective working relationships with the design, technical, commercial, sales, marketing and customer care.
- Oversee all new product development team procedures – testing, approvals, copy for pack etc, reviewing processes to ensure optimum efficiency.
- Taking responsibility for successful handover of launched products to Quality and Supply Chain teams, ensuring all required documentation is in place.
- Keep up to date on competitor activity and customer feedback, pulling together a quarterly report and organise relevant comparative trials as required.
- Keep abreast of developments in sustainable packaging materials to ensure Lily’s Kitchen has access to the latest materials in a timely manner.
How will I be successful?
- Ideally 10+ years’ experience in product development or equivalent role
- Have previous experience managing a team
- Capability to manage multiple projects and stakeholders
- Fantastic planning, organisation skills and detail oriented
- You will be comfortable with deadlines and pressure and organised at all times
- Have confident presentation skills
- Be flexible with working hours and be prepared to travel
- Confident in a creative and entrepreneurial environment
- Strong Relationship Management skills, and excellent interpersonal skills
- Ability to manage bigger picture thinking
- Results driven
- Passion for Lily’s Kitchen brand, product and philosophy
- Lily’s Kitchen values will shine through in everything you do
- 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) and PowerPoint
- 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
- It goes without saying that you need to have a PFP (passion for pets)
Our Perks:
At Lily’s Kitchen we believe that everyone should enjoy their time at work. We reward the care our people put into their job, by caring for them in return. Our benefits are designed to make our people smile, save for the future, stay healthy and give back where they can and include:
- Dogs at work; what better way to put a smile on your face!
- Flexible Working: flexitime, working from home, part-time working, flexible support, faith based public holidays
- Save for the Future and Protect Loved ones: a pension plan that goes beyond, the option for salary exchange and an option of an ethical pension fund reflecting our team’s attitudes and needs. Plus, a life assurance scheme to look after those that depend on you.
- Staying healthy and well: Our team’s health and wellbeing is very important to us and we offer private medical, private dental, employee assistance programme, mental first aiders and a cycle to work scheme (and an electric car salary sacrifice scheme).
- Supporting our community: with a volunteering allowance we can give back to causes we are passionate about. Plus supporting and having fun together as a team.
- And more…
Join the family
To apply send your CV and cover letter to: workwithlily@lilyskitchen.co.uk