Head of Customer Care

Head of Customer Care
Reports to: Head of Customer & Brand
Responsible for: Define and own a strategy that delivers best in class care for owners and their dogs
Salary: £38,000-£43,000
If you want to know about the requirements for this role, read on for all the relevant information.
About Pure
At Pure Pet Food we make healthy choices for owners and their pets easy. We’re on a mission to change pet food for the better and to educate owners on the benefits that a natural diet can bring to pet's wellbeing, health and happiness. As a rapidly growing, venture capital backed business, you’ll be joining an energetic, fast growing team with big aspirations. This is your chance to work in a great environment with a team looking to innovate, disrupt and revolutionise the pet food space.
Purpose of the role
As the Head of Customer at Pure Pet Food you will define and own an evolving strategy that adapts to always deliver best in class care for owners and their dogs.
Key Responsibilities
• Define and own a strategy which delivers a best in class customer experience across phone, email, chat and more.
• Define and deliver the Customer Care functional targets.
• Provide strong leadership that motivates and engages the team, aligning their efforts to deliver against business goals.
• Have a proactive approach to delivering a customer experience where dogs and their owners get the help they need, at the time they need it most.
• Be a key stakeholder in understanding the frictions a customer experiences in their lifetime and find ways to alleviate their friction with well placed content or care.
• Deliver a strategy that delivers care, hand in hand with a commercial mindset to maximising LTV.
• Have ultimate responsibility for an internal Customer Care team, external third party call centre/agency and growing technology solutions to delivering customer experience (alongside a third party development partner).
• Ensure proactive management of any customer related issues and customer opportunities with the appropriate level of urgency.
• Act as a bridge between customer contact and the rest of the business.
• Leadership and development of internal Customer Care team.
Skills and Experience
• Previous leadership experience in a fast-paced environment in customer care/service.
• Experience in shaping a customer care/service strategy that incorporates technological solutions such as AI.
• Crisis management from a leadership position.
• Data/analytical mindset and the ability to define targets which will drive the desired performance and spot problems/opportunities.
• Strong ability to work cross-functionally within a matrix organisation.
• Commercial mindset and ability to drive commercial value from interactions with customers.
• Strong interpersonal, communication and presentation skills.
• Customer-focused mindset and passion for process improvement.
• Ability to multi-task and prioritise own workload, as well as that of your team.
• Ability to demonstrate strong initiative and influencing skills.
• A love of pets and specifically dogs would be advantageous.
What we Offer
Discretionary company bonus
Pension scheme
33 days holiday
2 days remote working per week
Flexible working hours (start 7.30-9 am, finish 4-5.30 pm)
Dog friendly office
Free food for your dogs!
Location
Cleckheaton, West Yorkshire, BD19 3QF
Located just off junction 26 of the M62, we are ideally situated for commuting from Leeds, Bradford, Halifax, Huddersfield or Wakefield.