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

Purpose of role:

To drive Ella’s Kitchen sales and associated category growth in our retailer accounts through the implementation of shopper and online strategies, which ultimately drive the 3 Ella’s Kitchen strategic business pillars. To continue to influence Ella’s Kitchen being the favourite food brand of little people up to 5 years.

Role activities / responsibilities:

• Develop our annual media plans in Morrisons, Boots, Waitrose and Ocado in close collaboration with the Sales, Marketing and Category teams; ensuring they are both strategic and creative! Align plans with retailer’s event calendars to drive against category vision metrics via increased footfall.
• Ensure all shopper activation delivers against the shopper strategy, to win the buying decision.
• Understand each retailer‘s strategy and how we can partner to deliver it.
• Tie media negotiations into overall account commercial agreements to make savings on rate cards. Be all over budget management; keeping a track of spend, POs and invoices.
• Support and help activate key strategic and NPD projects as directed by Making Friends in Shops.
• Dig in to the data and work with the category team after a campaign to understand the ROI it delivered to Ella’s and take learnings forward into future plans.
• Work with Sales and category teamies to identify and implement ecommerce best practice and future opportunities.
• Work with your Shopper Marketing Teamies, Product and Brand team to develop best-in class NPD launches in to the market.
• Inspire our agency partners and comms team to always think about the Ella’s shopper within strategy and campaigns. Partner with them to drive implementation of our plans and ensure that comms and trade plans are aligned.
• Research, recommend and share new in-store and retailer media developments + ideas, to help us deliver “cool stuff” in-store and through .com.
• Embrace, embody + exude all that is special and unique about Ella’s Kitchen and make sure this comes to life in the barns by acting as a brand ambassador + ensuring the brand is always being portrayed in the best way possible.

You will need:

• Shopper marketing experience and a good understanding of the UK retail environment
• Ideally digital skills in e-commerce or advertising
• Strong attention to detail and excellent organisational skills
• Creativity and ability to ‘think differently’
• Ability to juggle and prioritise tasks
• Fantastic communication skills
• Drive and initiative to be a self-starter
• A relevant degree (or equivalent qualification)
• A real passion for the Ella’s brand and willingness to throw yourself into a varied and busy role
• Demonstrable ability to live and breathe our values: Win Together, Be Curious, We’re Childlike, Own It and Foster Inclusion.

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, and the flexibility to achieve a good work/life blend

Purpose of role:

Devise & lead the Portfolio Strategy (via the Portfolio team) to ensure our products continue to meet the needs of parents & carers in our UK & ATW markets.

Role activities / responsibilities:

NPD/EPD Pipeline Delivery (50%)

Accountable for the Ella’s Kitchen portfolio plan, and creating a product pipeline (starting from idea generation via insights all the way through to in-market launch), and range architecture that fuels the Ella’s growth ambitions.
Own, curate and run the ‘Discover’ phase of innovation development (i.e. the front-end innovation process)
Direct leadership responsibility for the Portfolio Team (who lead individual projects in the pipeline).
Lead, influence and motivate the cross-functional Pipeline team to gain alignment on, and delivery of, our NPD/EPD.
Direct strategic packaging design in line with brand guidelines across all NPD projects.
Ensure all NPD initiatives support Ella’s ‘Impact’ (CSR) activities
Work with the Projects Controller to track current and future innovation delivery versus plan and drive corrective action if required.

Strategy Setting (20%)

Support the Marketing Director and work collaboratively with Snr Marketing Manager (Comms) to develop and activate Ella’s Kitchen brand strategy in line with wider business strategy.
Drive, influence and gain alignment on Ella’s product strategy throughout the business.
Develop and own Ella’s global packaging strategy.
Co-lead the creation of our rolling, 3Y, total business plans (alongside cross-functional peers).

Commercial Leadership (20%)

Develop a deep understanding of the category, its dynamics and history (and lead your team in doing the same). The Portfolio team should be the ‘go-to’ for what is going out there, why it is happening, and what we plan to do about it!
Be an expert in shopper quant data, and lead your team in developing a rounded perspective on data management and interpretation.
On a day-to-day basis balance the longer term need for working on big, strategic plays with the ‘right here, right now’ commercial reality of quarterly sales delivery through our portfolio.
Identify the right agency roster for Ella’s, owning and running our agency relationships and motivating our partners to deliver game-changing insights that support the business plan.
Plan and oversee the insights, design + packaging budgets to support the delivery of the business plan.

Champion our Brand + Values (10%)

Excite and energise The Barns, customers and partners with Ella’s Kitchen’s inspiring innovation.
Work with the Group Communications Manager to ensure alignment between product and campaigns strategies.
Role model our brand values as a senior member of the Ella’s Kitchen team, setting an example of Ella’s-ness for your colleagues.
Collaborate with cross-functional peers on business-wide projects (on an ad hoc basis) to deliver total business priorities.

You will need:

• To embrace, embody and exude all that is special and unique about Ella’s Kitchen
• Be truly business minded in your approach to projects and products
• Have a creative and imaginative approach to innovation, product development and problem solving
• Commercial acumen with the ability to understand the complex financial issues, a strong grasp of shopper data and an ability to make data-led decisions
• Great team management skills from coaching at an individual level to project team management
• Strong Product/Portfolio Management experience
• Knowledge of NPD with a successful record of developing products from concept to launch across different markets
• Experience of commissioning and using insight to guide product development
• FMCG experience would be preferable
• Influencing skills – the ability to persuade others of the commercial and brand value of our product proposition
• Demonstrable ability to live and breathe our values: We Want to Win, We’re Business Minded, We’re Childlike, We Think Differently, We’re Good to Each Other
• Passion for the brand and what Ella’s stands for – improving children’s lives through developing healthy relationships with food

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, a yummy breakfast every morning, pamper days, Give It A Go days… to name only a few!
• A really awesome place to work whether over Teams or in our beautiful Barns in Oxfordshire!