come + join us!

Responsible for:

Providing excellent customer experiences across all touchpoints with parents + carers.

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:

• Oversee and support the team in responding to all enquiries and complaints that are directed through to the team via the website, phone, email and social media.
• Drive the strategy of building brand love to deepen relationships with parents + carers so they truly value Ella’s Kitchen as a partner in their parenting journey.
• On a rota basis support the team to manage all out of hours contacts during weekends from home.
• Works with the Customer Experience Manager to ensure the team strategies of service and social engagement are being delivered and, meets the needs of the day to day activity as well as planning future activity.
• Recommend and drive the implementation of changes in the ways of working/processes within the MFF team.
• Work collaboratively within the making friends (marketing) team to ensure a seamless and creative experience on all social media channels. Sharing and aligning strategies to support building brand love and deepening relationships with consumers.
• Support with identifying and collating consumer insight and feeding this back into the relevant internal stakeholders.
• Liaise with other Ella’s teams to seek answers to queries when needed and encourage the rest of the team to build links with other teams internally.
• 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 team activity and the performance of the team.
• Support the Customer Experience Manager with monthly reporting when required.
• Manage day to day relationships with our distributor partners.
• Manage the day to day relationship with our social media management system account manager to drive efficiency and continuous improvement.
• Responsible for handling a level of escalation of consumer complaints.
• Drive conversations on shared KPIs and support with team projects.
• Proactively informs the wider Ella’s team of your function's activity + successes through internal comms forums + engages in cross functional discussions.
• Act as a trainer and mentor to new members of the team and ensure they have the right tools and processes.
• Act as TILT (crisis management) principal for the Makes Friends with Families team, ensuring that the team, and the voice of the consumer is represented.
• 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 inspire and make families smile
    • Knowledge of and ability to engage on social media channels including Facebook, Twitter and Instagram
    • Passion for building brand love and build social communities
    • Experience of building relationships
    • Confidence to challenge and be the voice of the consumer when working with other teams within Ella’s
    • Fantastic ability to communicate both written and verbal
    • Ability to keep calm under pressure
    • Good keyboard skills and be able to capture data accurately
    • Good negotiation skills
    • Excellent attention to detail and organisation skills
    • Ability to prioritise workload
    • Able to think creatively as well as differently
    • Ability to be flexible and work to a shift pattern covering evenings and weekends
    • Demonstrate the ability to live and breathe our values: Own it, Win Together, Foster Inclusion, Be Curious + Be Childlike

It would be really amazing if you had:

• • Presenting
  • Handling difficult conversations
  • Mentoring
  • Problem solving
  • Crisis Management
  • Social engagement

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

Purpose of role:

• To be lead Category manager for UK Grocery Accounts
• Deliver insight from all available retailer data sources that drives tangible business results
• Contribute to creation of a ‘Category-First’ mentality at Ella’s Kitchen
• Equip and encourage the business to make category

Role activities / responsibilities:

• Category Leadership with Top 4 Grocers (50%)

(Accounts to be confirmed during interview)

1. a. Build category relationships with the internal and external customer teams so that you understand the needs, motivations, and aspirations of both businesses, producing win:win category recommendations…
2. b. …Use all available data sources to do so:
   1. i. Be the expert when it comes to IRI data, understand their performance, and identify their (and our) category opportunities for growth
   2. ii. Overlay Kantar consumer metrics to hone analysis and recommendations
3. c. Be a key part of range planning processes
4. d. Utilise Space Planning to:
   1. i. measure space to sales
   2. ii. highlight opportunities
   3. iii. bring range recommendations to life

• Other retailers (30%)

(Accounts to be confirmed during interview)

1. a. Build relationships with other grocery retailer teams (internally and externally) so that you understand the needs, motivations, and aspirations of both businesses, producing win:win category recommendations…
2. b. …Use all available data sources to do so:
   1. i. Be the expert when it comes to IRI data, understand their performance, and identify their (and our) category opportunities for growth
   2. ii. Overlay Kantar consumer metrics to hone analysis and recommendations
3. c. Be a key part of the range planning process in these accounts.

• 3) Internal Focus (20%):
  1. a. Help curate, develop and deploy our Ella’s Kitchen Category Vision internally, leading the entire organisation towards a ‘Category-First’ mentality.
  2. b. Equip our commercial teams so that they can mine their own ad-hoc data, and help them to think wider than Ella’s when measuring success (our ‘tail’ vs the Category ‘tail’)
  3. c. Champion how Mums and Dads behave when shopping in all internal discussions (e.g. NPD Funnel and the development of sell-in 1-pagers & decks), which will include leading category inductions.
  4. d. Ensure that our (Friends) qualitative insight is developed beyond brand and thus, along with continuous quantitative data sources (IRI / Kantar / Dunnhumby), equips us with best in class sales stories for NPD and range architecture
  5. e. Provide ad hoc support on ROS, Distribution and Category inputs for NPD projects.

You will need:

• To embrace, embody and exude all that is special and unique about Ella’s Kitchen

• Excellent commercial skills

• An understanding of Category Fundamentals vs Management vs Leadership

• Proactive ‘do-er’, keen to be involved in the success of the team

• Ability to thrive in an entrepreneurial, fast paced environment

• Relationship building skills – getting the best out of others to achieve the plan

• The ability to influence others through your flexible style

• Great communication skills

• A results focussed mindset with the ability to “never never give up” and find solutions to challenges

• Experience of online retailing

• Passionate about systems with the ability to utilise technology for continuous improvement

• Passion for the brand and what Ella’s stands for – improving children’s lives through healthy relationships with food.

Experience of the following would be advantageous:

• Nielsen Answers
• IRI Plussuite
• i2C
• Dunnhumby
• Kantar
• Space Planning
• Retailer relationships, ideally with top four supermarkets

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