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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 Operations Executive

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

    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.

    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 OperationsExecutive 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, emailand –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)
    • 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 & 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 Quality Manager
    • 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 CareManager, 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 a background in dealing with our four-legged friends would be helpful
    • 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
    • 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

    Our Perks

    • Dogs at work; what better way to put a smile on your face!
    • Flexible Working: flexi-time, working from home, part-time working, flexible support
    • Save for the Future: 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.
    • Staying healthy and well: Our team’s health and wellbeing is very important to us and we offer private medical, 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

  • International Senior Brand Manager

    As an International Senior Brand Manager you have the opportunity to work for a fantastic challenger brand with a real purpose and desire to change the way our four-legged family friends are fed through the provision of “Proper Food for Pets”.

    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.

    Your place at the Lily’s Kitchen Table:

    Lily’s Kitchen is enjoying double digit growth and is expanding its international footprint rapidly, this is a really exciting time to join and be part of a team that is really making a difference.

    As an International Senior Brand Manager you have the opportunity to work for a fantastic challenger brand with a real purpose and desire to change the way our four-legged family friends are fed through the provision of “Proper Food for Pets”.

    You will need to have your passport ready as this role will involve some International travel across your own selected markets. You will work closely and support the International Sales Team launching and supporting Lily’s Kitchen in multiple markets.

    This is a fun and fast-paced role where no two days will be the same…read on to see what you would be getting your paws dirty with.

    How will I make a difference?

    You will:

    • Develop International marketing strategy with International Head of Sales and Marketing Director
    • Adapt our core communications from GB to make it relevant for our International markets and collaborate with the International Sales Team, Marketing and Design teams
    • Implement and own international toolkits to create Point of Sale that will be executed in local markets
    • Research and identify key opportunities for showcasing our brand and products in local markets across Europe and Asia at tradeshows and consumer events
    • Supporting our International Sales Team with logistics and execution at local trade fairs across Europe and Asia
    • Work closely with the PR and Social Media Manager, be accountable for PR Agency relationship in market (Italy, Germany and France) and in market social media pages including briefing and management of activity and plans
    • Continuously researching international competitors and sharing with the team
    • Identify international direct to consumer opportunities and develop proposals to the Leadership Team
    • Manage the International budget for consumer and shopper marketing
    • Continuously measure and evaluate international marketing activity
    • Manage translations agencies
    • A key player in the annual planning for selected owned markets
    • Manage, support and mentor the International Marketing Executive, helping co-design development and growth opportunities within the role
    • Be aware of and ensure the health and wellbeing of direct reports and team members, conscious of behaviours, signals for help, supporting and encouraging welfare and enabling a positive work environment.
    • •Take into consideration our social and environmental goals within every aspect of the role be that charitable support within our international market, focus on recyclability and packaging and carbon impact with international travel

    How will I be successful?

    • A strong marketing background developing and executing insight and data driven marketing plans
    • Deep understanding of brands (ideally premium)
    • A background dealing with international markets within a Marketing specific role
    • Strong appreciation of the relationship between sales and marketing and the need for their work to drive sales performance
    • Consumer and/or trade marketing experience ideally internationally
    • European second language would be advantageous
    • A commercial head with data analysis and interpretation skills
    • Strong ability to manage key relationships in a fast paced and complex working environment
    • Working with third party partners and channels and the associated challenges
    • Ability to develop audacious marketing ideas and the ability to see them through to delivery and improve upon them
    • Able to work independently when needed and with a team of passionate individuals
    • Demonstrate social responsibility and emotional intelligence to help support and encourage direct reports
    • As far as business-jargon goes, our best practice learnings signal a need for a PFP (passion for pets)
    • Lily’s Kitchen values will shine through in everything you do
    • You’ll need to be comfortable working at pace
    • You’ll have an affinity for Microsoft Office, particularly Excel (intermediate level)
    • Good at communication
    • A natural planner and organisational skills
    • You’ll be well practiced at using your initiative, have a can-do attitude and will be keen to learn and grow.

    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: flexi-time, working from home, part-time working, flexible support
    • Save for the Future: 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.
    • Staying healthy and well: Our team’s health and wellbeing is very important to us and we offer private medical, 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

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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