All departments
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National Account Manager – eCom Pure Play pan-EU
You'll be reporting to the 3P eCom Sales Controller.
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:
Goodge Street, Fitzrovia (with hybrid working between the office and working from home)
How will I make a difference?
You will:
- Full ownership of delivering the P&L and operating budget for your accounts. Exceed targets on Net sales and trade spend, and provide clarity to the eCom Sales Controller on an on-going basis as to performance vs expectations.
- Have direct ownership of the UK and pan-EU business development for Zooplus, Ocado, and Pet Pure Players.
- Manage and develop strong relationships externally and within the Nestle Purina network, leading to Lily’s Kitchen executing audacious plans that other brands haven’t even thought of let alone been allowed to execute
- Become ‘the expert’ on your customers, understanding market dynamics, strategies and priorities and feeding your knowledge into the wider team internally.
- Develop win-win plans for your customer in collaboration with the eCom Sales Controller, ensuring stretching targets are set with clear rationales as to growth levers and execution plans.
- Accurately forecast demand and investment for your customer 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.
- Lead the development and implementation of annual JBP agreements, working with multifunctional stakeholders internally to agree best plans and negotiating externally
- 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 also work closely with our in-house D2C eCommerce channel, sharing learnings and experience, and aligning promotional plans to ensure that all channels succeed.
- 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.
- Take into consideration our social and environmental goals within every aspect of the role be that transparency on our ethical policies and procedures with stakeholders, focus on recyclability and packaging and reducing our carbon impact
How will I contribute to the team?
- A passion for the Pet Industry and National Account Management
- An experienced National Account Management within a branded environment
- Zooplus account management experience would be a huge bonus!
- You will have experience of building Joint Business Plans (JBPs) with national accounts and a good understanding of commercial finance
- A natural at stakeholder management at all levels, with the ability to build trust authentically and communicate effectively
- Proven history of delivery in cross functional teams (Marketing, Supply Chain, R&D)
- Strong negotiation skills and the ability to influence others through your flexible style
- You are a numbers person with strong attention to detail
- It’s a fast pace here at Lily’s Kitchen. You’ll need a strong ability to multitask in an entrepreneurial environment and the drive to make things happen
- The ability to use your initiative – being a self-starter with a positive ‘can do’ attitude and the desire to learn and grow.
- 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!
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
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Assistant Customer Care Manager – Training and Development
As an Assistant Customer Care Manager – Training and Development, you will work closely with the Head of Customer Care, acting both as an ambassador for Lily’s Kitchen in delivering exceptional customer service, and also supporting the wider Customer Care team to ensure the highest standard of service is provided 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 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 2 days a week (or more if you prefer) in our beautiful central London office (Goodge Street) and working from home.
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 an Assistant Customer Care Manager – Training and Development, you will work closely with the Head of Customer Care, acting both as an ambassador for Lily’s Kitchen in delivering exceptional customer service, and also supporting the wider Customer Care team to ensure the highest standard of service is provided to our customers.
Exceptional service will shine through in everything you do from training, motivating and supporting the team, helping ensure traffic and workload is managed effectively, to handling escalated complaints and ensuring key customer feedback and insight is channelled correctly to help improve our product and service.
How will I make a difference?
You will:
- Assist in leading a passionate Customer Care team who have the Lily’s Kitchen customer at the heart of everything they do
- Understand the business strategy and support Head of Customer in setting a clear direction for the team
- Support the Customer Care team with queries and decision making
- Motivate, engage and maintain team morale
- Manage team day to day workload through assigning and prioritising tasks, and ensuring all daily tasks are fulfilled by the end of the day
- Managing direct reports (Customer Care Executives) – having regular one to ones, as well as conducting annual and mid year reviews
- Develop and build a regular refresher training programme to include tone of voice, technical and behavioural Customer Care skills
- Answering calls and responding to email tickets during busy periods and where needed
- Recruiting, onboarding and training new team members
- Using existing QA (Quality Assurance) framework, while also building on this, in order to monitor and improve the Customer Care quality of service - including regular call and email feedback, setting guidelines and ensuring processes are adhered to
- Reporting and feeding back on productivity regularly - working with Head of Customer Care to implement KPIs across the team, to benchmark and inform feedback
- Using Zendesk to report on trends and contacts - setting up regular reporting to inform the team and the wider business
- Document processes and policies and ensure the team have a clear consistent approach
- Managing relationships with third party providers and internal teams
- Represent the customer to the wider teams, including new starter inductions and team training
- Handle and provide support to challenging customers - ensure escalated complaints are seen through to resolution
- 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?
- An expert when it comes to working in a customer facing role you will know what it takes to deliver first class customer service
- Ability to look at the Customer Care function through a strategic, high level perspective, identifying impact, insight and process improvements needed
- Experience in devising and implementing training, with exceptional attention to detail
- Ability to work cross-functionally, recognising the need to work closely with other stakeholders that impact on the customer experience, i.e. logistics, product development, trade spend etc
- Experience in using the reporting function on Zendesk or equivalent system, and confident in building and maintaining reports
- Team and people management skills to help direct, support and stretch team members, with the ability to adapt style according to the individual
- Set and follow up on objectives and measures with a clear brief
- You collaborate on ideas and encourage the team to be active in putting forward theirs
- Understanding of budget and where customer care has an impact on this
- Influencing and prioritising skills
- Analytical skills to determine and assess performance, KPIs and metrics
- Ability to work at pace and productively, encouraging the team to act accordingly
- High energy, adaptability, and the ability to present solutions with passion
- Social Media experience of using instant and social messaging
- Top notch written communication and grammar skills
- Lily’s Kitchen values will shine through in everything you do
- You’ll be well practiced at using your initiative, have a can-do attitude
- A passion for pets (PFP)
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
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Asset Manager
This is an exciting opportunity to join our hugely creative Design team, in a role responsible for using our existing artwork and creative, to produce and manage our Assets.
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 2 days a week (or more if you prefer) in our beautiful central London office (Goodge Street) and working from home.
Your place at the Lily’s Kitchen Table:
This is an exciting opportunity to join our hugely creative Design team, in a role responsible for using our existing artwork and creative, to produce and manage our Assets. By populating all our external and internal server touchpoints effectively, it enables both our internal Lily’s Kitchen teams and external agencies/retailers across the UK and international markets, to have access to our brand guidelines, assets and creative, downloading them in a format that is fit for purpose.
You will collaborate with the wider design team at Lily’s Kitchen, as well as working closely with all members of the company including the Marketing, NPD, Sales and Supply Chain teams. The agile nature of our business means you will be able to work using your own initiative, as part of a team in a busy design studio, managing deadlines whilst working from home/remotely – on this basis you will be well organised, reliable and diligent.
This is a brilliant opportunity to work in a fast-paced environment, so you must be quick to learn, self-motivated, enthusiastic about continually improving the quality of your own skills and standard of the Lily’s Kitchen DAM.
How will I make a difference?
You will:
- Ensure all brand assets are in the correct format and ready for download, across all of our internal/external touchpoints and stored in the right places
- Package, dispatch and organisation of files being sent to external distributers (eg. Brandbank, Tambo, Brand Partners)
- Liaising closely with Design, UK & International Marketing and NPD teams.
- Manage and update master data file to be in sync with existing eComms assets. Propagation of this date to third parties.
- Working with the studio manager to schedule time for asset creation with the studio team
- Preparation of Assets e.g. be able to take key Assets from guidelines, style guides and existing pack formats, adapting to suit different formats
- Maintain a positive working relationship with all other team members
- Work alongside the Head of Print Production to continuously improve in role and aid your personal development
- Support in other areas of the business when required – the culture of our team is that everyone works collaboratively and encouraged to pitch in on all aspects of the business, to power it’s success and drive growth
- Be the central point for all our internal and external partners that need access to our assets and creative, ensuring stakeholders and peers are able to get what they require in a timely manner
- Ensure our files are safe and protected and that the correct permissions are granted at all times
- Make sure the files are kept up to date, manage version control and ensure that asset users have notification that new versions are available
- Manage relationships with all our asset management system providers
- Be a highly conscientious professional who is thorough, confident and adaptable, with good communication skills
- Be an ambassador for our social and environmental credentials – seeking opportunities to drive our ‘proper goodness’ content to consumers and working with like-minded partners/suppliers
- Ensure any marketing/Assets are aligned with our Ethical Marketing policy
How will I contribute to the team?
- 2-3 years Experience in asset management, design, branded packaging, POS or Shopper Marketing
- Excellent communication skills – written and verbal
- Great organisational skills and a high level of attention to detail
- Microsoft office proficiency including Word, Excel and PowerPoint
- Be familiar with digital upload, download and file transfer processes.
- Be familiar with different file types (.jpg, .png, .ai, .pdf, .m4v, .mov etc)
- Organise and manage files, formats and folders across different touch points on the server/network.
- A working knowledge of Adobe Creative Cloud programs
- Experience of retouching/visualising techniques is advantageous
- The ability to create intuitive folder systems, have understanding of meta data, taxonomy and file naming conventions
- Creative input - be able to take key assets from guidelines, style guides and existing pack formats and adapt to suit different formats
- Be confident communicating with people in different countries and time zones
- Able to multitask, work under pressure and adhere to strict deadlines
- Able to manage time - both personal workload and internal expectations
- Ability to remain calm and tactful under pressure.
- Willingness to learn and grow within the job role.
- Has a confident and reliable ‘can do’ attitude
- Very personable, friendly and enthusiastic with a passion for their work
- Enjoys working with people from different countries and cultures
- Has good attention to detail and loves things being organised properly
- And it goes without saying, you should have a real 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, cycle to work scheme and electric car 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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National Account Manager
As part of our team, you will take full ownership and control of delivering the P&L and operating budget for your accounts.
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 2 days a week (or more if you prefer) in our beautiful central London office (Goodge Street) and working from home.
Your place at the Lily’s Kitchen Table:
How will I make a difference?
You will:
- Take 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 Grocery Sales Controller on an on-going basis as to performance vs expectations.
- Have direct ownership of the P&L and operating budget for Tesco, Morrisons, M&S & Co-op.
- Manage and develop strong relationships externally, leading to Lily’s Kitchen executing audacious plans that other brands haven’t even thought of let alone been allowed to execute.
- Become ‘the expert’ on your customers, understanding market dynamics, strategies and priorities and feeding your knowledge into the wider team internally.
- Develop win-win plans for your customer in collaboration with the Grocery Sales Controller, ensuring stretching targets are set with clear rationales as to growth levers and execution plans.
- Accurately forecast demand and investment for your customer 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.
- Lead the development and implementation of annual JBP agreements, working with multifunctional stakeholders internally to agree best plans and negotiating externally.
- 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.
- 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.
- 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/
- Take into consideration our social and environmental goals within every aspect of the role be that transparency on our ethical policies and procedures with stakeholders, focus on recyclability and packaging and reducing our carbon impact.
How will I be successful?
- A passion for National Account Management
- An experienced National Account Management within an FMCG branded environment
- You will have experience of building Joint Business Plans (JBPs) with major multiples and a good understanding of commercial finance
- A natural at developing relationships at all levels, with the ability to build trust authentically and communicate effectively
- Proven history of delivery in cross functional teams (Marketing, Supply Chain, R&D)
- Strong negotiation skills and the ability to influence others through your flexible style
- You are a numbers person with strong attention to detail
- It’s a fast pace here at Lily’s Kitchen. You’ll need a strong ability to multitask in an entrepreneurial environment and the drive to make things happen
- The ability to use your initiative – being a self-starter with a positive ‘can do’ attitude and the desire to learn and grow.
- 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!
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
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Buyer (FTC)
A key part of our procurement process supporting sufficient supply levels enabling the business to maximise sales orders and opportunities.
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 2 days a week (or more if you prefer) in our beautiful central London office (Goodge Street) and working from home.
Your place at the Lily’s Kitchen Table:
A key part of our procurement process supporting sufficient supply levels enabling the business to maximise sales orders and opportunities. Working collaboratively with our third party suppliers and many internal colleagues on accurate forecasts, supply planning and stock levels as part of an efficient inbound supply chain solution.
How will I make a difference?
You will:
- Wear many guises; one moment you’ll be an Analyst, producing stock reports. The next, you might be involved in customer account management, working collaboratively with customer supply team to put together supply chain solutions.
- Supply planning for the whole business, working very closely with production sites to ensure sufficient supply, managing inventory to minimise waste (while still maximising sales, of course!) and working on process improvement projects (for example EDI projects, cost saving projects).
- Building and maintaining strong relationships with third parties, suppliers and relevant stakeholders (both internal and external).
- Plan and actively organize the logistics of inbound orders and delivery schedule to ensure all deliveries are made on time and in full delivery from all third party manufacturers.
- Deal with submissions of orders for both the UK and overseas based suppliers
- Contribute to the smooth running of all purchasing administration - e.g. Purchase Ordering
- Work within our inventory management system to ensure accurate records of finished goods deliveries.
- Work with our third party manufacturers to streamline the inbound supply chain process to ensure that each consignment arrives at the warehouse with appropriate and accurate documents.
- Work cross-functionally with Marketing, Customer Care, Sales teams and our Demand Planner to forecast supply requirements for third party partners in line with company promotional activity.
- Ensure all procurement activities adhere with environmental legislation and develop/ support strategies with suppliers to help Lily’s Kitchen tread lightly on the environment in line with our B-Corp goals.
- Work to our social and environmental goals and Environmental policy within every aspect of the role be that a focus on reduced carbon impact and greenhouse gas emissions, reduced truck movements, look for low emission routes, a move towards renewable energy and clear objectives with suppliers.
- Transparency on our ethical policies and procedures with stakeholders.
How will I be successful?
- Strong FMCG Supply Chain experience - across demand and supply planning, you will have a solid understanding of planning, and a desire to consistently drive improvements in results.
- Some prior experience in procurement with third party manufacturing and good understanding of manufacturing and supply chain constrains.
- Demonstrating fantastic problem solving skills.
- Comfortable working in a fast paced environment and adept at adjusting to the demands of a fast-growing business.
- Well practiced at using your initiative, have a can-do attitude and be solution focused.
- Strong background with ERP systems while not being put off when faced with excel based processes with a minimum of Intermediate level Excel skills.
- Excellent planning and organisational skills, and attention to detail.
- Experience working internationally with a natural ability to build and grow strong relationships.
- Lily’s Kitchen values will shine through in everything you do.
- And it goes without saying, you should have a real 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
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Customer Care Social Media Executive
As a Customer Service Social Media 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 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 2 days a week (or more if you prefer) in our beautiful central London office (Goodge Street) and working from home.
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 Service Social Media 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. From a social media perspective you’ll manage our customer queries on our social platforms, and you’ll work alongside our Social Media Manager and PR agency to maintain and nurture the community for our customers online.
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)
- 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
- Liaise with customers through social media platforms (and Live Chat in future)
- Become the expert within the Customer Care team when it comes to tone of voice, and public customer communication
- Be the point of contact for our Social Media Manager and PR team, and work closely with them to manage all customer contacts on social media consistently with our Customer Care messaging
- Engage with like-minded and partner brands on social platforms to build relationships and a sense of community
- To monitor and flag trends within our social media queries, reporting on these weekly
- To have an overview of the content calendar and contribute where necessary based on trends within social media and Customer Care contacts
- Act on, and feedback customer insights to correct departments for ongoing development and improvements
- Moderate and respond to Feefo, Trustpilot, Facebook and Google reviews
- Content-sourcing, including UGC harvesting and posting stories
- Planning and executing plans for behind-the-scenes stories
- Content creation for TikTok to increase audience engagement
- Working with our third party agency to ensure we are aligned in terms of comms and social media content planning
- 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 other teams (including Trade sales and customer care) and company events (including Trade shows) as required
- Take into consideration our social and environmental goals within every aspect of the role
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!
- A background in delivering exceptional customer service
- Social media guru with experience of using instant and social messaging on behalf of a business
- 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 will be prolific in using Microsoft Office, and all its quirks
- You’ll be well practiced at using your initiative, have a can-do attitude and will be peachy keen to learn and grow
- You will have an exception level 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, 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
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.