come + join us!

Responsible for:

Providing excellent day to day consumer care and engagement, working within our Making Friends with Families team (Customer Experience)

Purpose of role:

Supporting the Senior Makes Friends with Families in the management of Ella’s Kitchen Customer Experience in the UK and around the world. Driving the delivery of the Makes Friends with Families strategy, providing excellent customer experiences across all touchpoints to deepen relationships with parents + carers.

Role activities / responsibilities:

Role activities / responsibilities:

• • Assist in answering/responding to all enquiries and complaints that are directed through to the Customer Experience team.
  • Manage and respond to all Customer Experience contact via all social media channels.
  • Engage with consumers and other businesses on social media proactively + reactively as required.
  • Ensure all contacts are logged and updated on our database.
  • On a rota basis support the team to manage all out of hours contacts during evenings and weekends from home.
  • Work collaboratively within the Customer Experience team to ensure a seamless service.
  • Liaise with the technical team on a day to day basis to ensure that Customer Experience can deliver an exceptional and informative service to our consumers.
  • Work closely with our Friends (Comms) Team on consumer related communications.
  • Send out monthly questionnaire to consumers who have been in touch and co-ordinate feedback.
  • Liaise with other Ella’s teams to seek answers to queries when needed.
  • Work towards set KPIs to ensure that we are consistently achieving high standards of service and engagement.
  • Support the Customer Experience manager with reporting on customer care activity and the performance of the team.
  • Working with the rest of the Customer Experience team to share knowledge and inspire our communication to the rest of the Ella’s family.
  • Involvement in wider team projects as required

You will need:

• • • • Experience in a customer facing role
      • A real passion for Customer Experience and wanting to help our consumers
      • Fantastic ability to communicate both written and verbal
      • Ability to keep calm under pressure
      • Good keyboard skills and be able to capture data accurately
      • Excellent knowledge of and ability to navigate social media channels including Facebook, X, Tiktok and Instagram
      • Excellent attention to detail and organisation skills
      • Ability to prioritise workload
      • Able to think creatively as well as differently
      • Experience of building relationships
      • Demonstrate the ability to live and breathe our values: Own It, Win Together, Foster Inclusion, Be Curious + Be Childlike.

And What You’ll Get In Return:

• Bucket loads of training and development, supporting your career pathway
• Competitive salary
• Discretionary bonus scheme
• A Box of Treats, including private medical, dental, pension, life assurance, 25 days holiday and the ability to buy more, high street discounts, amazing wellbeing events, Give It A Go days… to name but a few!
• A really awesome place to come to work … our beautiful Barns in the Oxfordshire countryside, but the flexibility to achieve a good work/life blend

Please click on the button below to apply - this will take you through to the Hain Celestial careers page where you'll be able to submit your application

Purpose of role:

• • Take the lead on 2 National accounts and own this relationship with the support and guidance of the Grocery, Discounters & Ecommerce Sales Controller
  • Build strong relationships within our team, influence and challenge us to make the right decisions and help support us landing our ambitious growth plans
  • Gain a real understanding of your customers strategies & goals and align them to our plans
  • Create imaginative, ambitious and commercially sensible plans for your customers
  • Provide wider support when needed across the Deals (Sales) team to ensure we hit the basics with our customers and internally.

Role activities / responsibilities:

Revenue + Profit delivery:

• Deliver to UK NSV, TI (trade investment), Contribution (profit) and Share targets
• Ensure TI is managed effectively, making clear decisions and recommendations on sales and profit ROI improvement.
• Help launch and ultimately manage our new revenue streams as they come to life (new brands, new categories + NPD)
• Implement agreed Cost Price Increase in accordance with business requirements as and when needed.

JBPs:

• Build amazing JBP’s that motivate our customers, excite our consumers and deliver the targets we set ourselves as a business
• Identify elements of a JBP that need to be dialled up or down to achieve results, thinking not just about the next year, tying your plans to wider business objectives.
• Use our internal tools to build bottom-up plans at a SKU level, making recommendations on investment choices
• Own, build and continuously track the full financial P&L
• Consider how the plans you’re building can impact the rest of the business
• Reflect on the total channel mix of your customers in your JBPs
• Ensure plans are delivered in a timely manner; allowing time for internal alignment/sign off whilst hitting retailer timelines

Sales fundamentals:

• Devise, forecast and achieve NPD distribution targets.
• Work with the Category Team to deliver relevant category management/insight to help deliver targets and be a reliable category partner for our customers.
• Ensure all plans are aligned to our promotional strategy, BUT don’t be afraid to challenge and change if it’s the right thing to do
• Maintain high forecast accuracy standards in your account so that we can hit total business targets.
• Complete monthly re-forecasting cycles with our Demand Planning team, owning your number, and preparing for bi-weekly, monthly and quarterly cycles.
• Identifying and maintaining risks and opportunities to your forecasted demand plan

Customer Management:

• Build and manage the contact strategy for your customers (commercial, formats, commercial finance, supply chain, shopper marketing…)
• Establish and maintain great relationships with your buyers and commercial contacts.
• Make sure we’re the brand that challenges customers but isn’t the painful one to deal with – listen, communicate and respond to challenges in a timely fashion.
• Ensure that we are tailoring our Brand plans to make it easy for our customers to deliver them in their own way. You’ll need to achieve this by working with our Friends (Marketing) with Shoppers team (Shopper Marketing), so we can do it in a truly Ella’s way

You:

• Know your stuff – internal goings on, numbers, our customers and the market
• Be willing to step back and look at things differently when required
• Share best practice with your fellow Dealers and the wider business
• Live our values both internally and externally
• Be willing to make sure when we do things, we do it in an Ella’s way – thinking about the personality of the brand and how we bring it to life for our team, customers and consumers

You will need:

• • Embrace, embody and exude all that is special and unique about Ella’s Kitchen
  • Have solid experience of NAM level within FMCG
  • Have experience of developing, managing and leading Joint Business Plans (JBPs)
  • Have excellent commercial + numeracy skills
  • Have awesome relationship building skills
  • Be a brilliant communicator
  • Be a proactive thinker
  • Be able to thrive in an entrepreneurial + exciting environment
  • Have a results focussed mind-set with the ability to “never never give up” when it comes to finding solutions
  • Be able to influence cross-functionally
  • Demonstrate your ability to live and breathe our values and be a passionate brand ambassador

Experience of the following would be advantageous:

And what you’ll get in return:

• Bucket loads of training and development, supporting your career pathway
• Competitive salary
• Discretionary bonus scheme
• A Box of Treats, including private medical, dental, pension, life assurance, 25 days holiday and the ability to buy more, high street discounts, amazing wellbeing events, Give It A Go days… to name but a few!
• A really awesome place to come to work … our beautiful Barns in the Oxfordshire countryside, but the flexibility to achieve a good work/life blend

Please click on the Apply button below to submit your application - this will take you to the Hain Celestial careers page: