All departments

Jobs

Thank you for showing an interest in working at Lily's Kitchen. If there are no relevant positions listed below but you are passionate about people, pets and the planet and want to be part of a company that is using business as a force for good but, please email workwithlily@lilyskitchen.co.uk with a covering letter and CV telling us your story and why you want to be part of the Lily’s family.

All departments

  • Customer Care Executive (Part-time)

    We love our customers and we want to make sure they receive the right care and attention they deserve.

    As a part-time 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. You will be based in our office in North-West London.

    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

  • 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

  • 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

  • Senior National Account Manager - Grocery

    You will develop and deliver the acceleration of our performance within key accounts in our UK Grocery portfolio. Your extensive expertise in driving commercial performance; planning and forecasting, pricing, promotional strategy and using performance 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, and all supporting functions including Marketing, Product Development, and Supply Chain to deliver phenomenal results.

    How will I make a difference?

    You will:

    • Full ownership and control of delivering the P&L and operating budget for your accounts. Exceed targets on Net sales and trade spend, and provide clarity to the Commercial Director on an on-going basis as to performance vs expectations
    • Develop operating plans for your strategic customers in collaboration with the Leadership team. Ensure stretching targets are set with clear rationales as to growth levers and execution plans
    • Accurately forecast demand and investment for each of your customers alongside managing, tracking and reporting agreed KPI’s, through collaborative ways of working with the supply chain and finance teams. Deliver planned sales in line with the monthly forecast
    • 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
    • Develop and then implement annual JBPs for your customers, including new NPD ranges and the delivery of new product offerings
    • Establish Lily’s Kitchen as category thought leaders by coordinating the internal cross functional team to lend our expertise through store trials, category management and imaginative solutions for growing the business
    • Become ‘the expert’ on your customers, understanding their strategy and priorities and feeding your knowledge into our internal insights team
    • Support, mentor and coach developing roles within sales team; as a senior team member, you will be responsible for helping us to continue to drive our proud people development culture
    • Live our values and become the face of Lily’s Kitchen. You are the brand ambassador for Lily’s Kitchen, whether that be in the market, at client meetings, client events and trade shows

    How will I be successful?

    • A degree or equivalent and a passion for National Account Management
    • An experienced Senior/National Account Management within an FMCG branded environment
    • Commercial is your middle name, you will be a natural commercial thinker
    • Experience of building Joint Business Plans (JBPs)
    • Previous exposure to major multiples
    • You will be top notch when it comes to numeracy and budget management skills. You can work out margins without using you best friend excel!
    • As far as business-jargon goes, our best practice learnings signal a need for a PFP (passion for pets)
    • Ability to embrace and embody all that is special and unique about Lily’s Kitchen
    • The ability to use your initiative – being a self-starter with a positive ‘can do’ attitude and the desire to learn and grow
    • First class project management skills and the tenacity to see projects through to the end
    • You will have external and internal facing responsibilities and therefore the ability to multi task is key
    • A natural at building genuine and authentic relationships skills – getting the best out of others to achieve the plan whether that be your immediate team or external suppliers
    • 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 geeky affinity for Microsoft Office, particularly Excel (intermediate level)
    • 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
    • Strong negotiation skills and the ability to influence others through your flexible style
    • A first class communicator, with the ability to build trust authentically and communicate clearly, effectively, appropriately with other Lily’s Kitchen employees, external suppliers and others at all levels

    Join the family

    To apply send your CV and cover letter to: workwithlily@lilyskitchen.co.uk

  • Ecommerce Manager

    Ecommerce is a strategically important channel for us; one that we are looking to transform into an international direct to consumer and direct to trade business that grows to 50% of our revenue contribution in the coming 4 years.

    Your role at Lily's Kitchen:

    We are looking to recruit a permanent eCommerce Trading Manager, who will be responsible for implementing the online commercial plan. You will work together with the eCommerce Director to develop the multichannel customer acquisition and retention strategies, and then implement the strategy to help grow our customer base and drive additional value from our existing loyal customers.

    You will have an entrepreneurial spirit that can spot and monetise opportunity. You will have skills in trading online and digital marketing that can help this important channel optimize the on-site customer experience that increases online conversion. As the eCommerce Trading Manager, you will be responsible for the associated analysis of your area of the online business, including tracking key website KPI’s; building price and promotional plans; paying attention to operational costs and the overall profitability of the channel; and keeping track of channel spend vs. budget, escalating results when and where needed.

    This is a new role in our eCommerce team and a chance for you to be part of a passionate, dynamic team, in a business that is growing fast.

    You will need to be a keen collaborator that can manage relationships with other internal stakeholders to ensure brand marketing and online retail are fully aligned making the most of all media spent to gain scale and that your commercial plans ladder to our logistics and distribution capabilities.

    Lastly, you will have the technical experience to operate and manage the day-to-day running of the website and technology underpinning the site operation. You will have experience of working with ecommerce trading and marketing platforms. You will have a deep understanding of how these are optimised for best practice and performance and be able to recommend either optimization recommendations or new suppliers to help with the growth of the business.

    How will I make a difference?

    You will:

    • Help the eCommerce Director to turn the eCommerce strategy into an effective commercial plan that trades the online business for growth and profit
    • Develop the online customer retention programme – to increase customer retention, loyalty and drive lifetime value
    • Plan and implement a robust onsite merchandising programme including promotional activity to deliver improvements in Key Performance Indicators
    • Help manage and define the development roadmap with Astound Commerce (Commerce Cloud SI)
    • Constantly review the performance of Lily’s Kitchen eStore and work with the eCommerce Director to take necessary actions for improvement to drive conversion rates, average order value, increasing visitors & other KPIs
    • Manage website promotions for value and brief team on monthly activity by channel
    • Support the eCommerce Director with strategic planning, ad-hoc projects & reporting
    • Maintain & Submit the Monthly Demand Forecast while escalating anaomolies when needed
    • Report on Daily Revenue / Trade Spend for the channel
    • Manage day to day traffic and agency relationships including Performance Media, Affiliates and emails
    • Devise and implement a marketing strategy devised with the eCommerce Director ; contribute to strategic marketing conversations and escalate performance anomalies / changes in KPIs when necessary
    • Manage email marketing campaigns, create assets and develop rapid prototype emails, landing pages to complex customer demands using a variety of programming languages and tools

    • Collaborate with eCommerce Director and the Content Manager to creatively and strategically bring to life cross-channel customer journeys/customer experience through cutting-edge approaches to digital presentation, leveraging a deep understanding of digital user experience
    • Use email strategy to deliver an optimised and growing customer life time value and have responsibility for all associated KPIs and deliver thorough and detailed reports to plot the success and learnings of the channel
    • Look to continuously innovate our email world to test new ways to seek a deeper closeness between the brand and our customers who we develop relationships via the data we collect and hold on them

    How will I be successful?

    You will have:

    • A passion for pets
    • A strong background with proven trading / commercial experience with ecommerce, contributing to commercial plans and delivering strong trading results
    • Sound understanding of ecommerce platforms, technologies with an eye on current and future trends – Demandware experience is especially important
    • Demonstrable ability to use site analytics to influence content and customer journeys onsite
    • Understanding in managing or developing digital marketing campaigns across Paid Search, Paid Social, SEO, Affiliates, Email, Social & Display
    • Experience within fast moving consumer goods e-retailing where customers’ needs are at the heart of everything you do
    • A commercial thinker who can operate within a multi-channel retail environment
    • Lily’s Kitchen values will shine through in everything you do
    • Its fast paced here at Lily’s Kitchen so you will need to have worked in a similar environment
    • First class communication skills, with the ability to communicate clearly, effectively and appropriately with other Lily’s Kitchen employees, your team others at all levels
    • A solid background in a dedicated email design/ marketing role
    • Expert in the technical elements of email marketing
    • A love of Data and be highly analytic
    • Be passionate about insights and how to harness them for conversion
    • A commercial head on your shoulders and driven by success
    • A technical understanding of how enterprise systems work and how to best use them

    Join the family

    To apply send your CV and cover letter to: workwithlily@lilyskitchen.co.uk

What happens once you send your CV over to us?

We will keep your CV on file for a period of 6 months in case a role does become available that could be right for you. If you would rather we didn’t keep your details (we won’t be offended) for that long do let us know and we will delete these immediately.

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