Head of Consumer

Pacific Coast Marine Windshields; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A consumer goods company in London seeks a Head of Consumer Care to lead a team focused on enhancing the customer journey. This strategic role involves developing engaging consumer care strategies, overseeing operations, and driving service delivery improvements. Ideal candidates must possess strong leadership skills, a data-driven mindset, and the ability to influence cross-functional teams. This position supports a hybrid work model and offers competitive benefits including a salary, bonuses, and a pension contribution.

Benefits

Competitive salary

Company performance-related bonus

Pension contribution

Exclusive staff discount

24/7 healthcare appointment support

External private employee wellbeing support

Team recognition scheme

Training and development

Qualifications

• Proven experience in leading consumer care or customer experience functions.
• Strong understanding of customer journey design and proactive engagement.
• Ability to mentor and develop a team.

Responsibilities

• Develop and implement a consumer care strategy.
• Lead and inspire the Consumer Care team.
• Oversee day‑to‑day operations across multiple channels.
• Identify pain points and implement solutions.
• Monitor and analyse consumer care data.

Skills

Leadership

Customer experience strategy

Data analysis

Communication

Problem-solving

Tools

Zendesk

Job description

Customer Service London Hybrid – Head of Consumer Care

At Joseph Joseph, we are driven by a simple yet powerful belief – that intelligent design has the ability to transform everyday living. We create distinctive, thoughtfully engineered products that not only solve real-world problems but also bring joy, beauty, and functionality to daily life. Headquartered in London, we have grown into one of the world’s most admired houseware brands, with a presence in over 100 countries and partnerships with leading department stores, independent retailers, and a rapidly expanding e-commerce business.

We are looking for an experienced Head of Consumer Care to join the team at Joseph Joseph. The Head of Consumer Care is responsible for shaping and leading a consumer‑centric function that delivers exceptional experiences across every stage of the customer journey. This role goes beyond responding to enquiries – it focuses on anticipating consumer needs, designing processes that minimize friction, and ensuring the end‑to‑end journey consistently meets or exceeds expectations. Strategic leadership, operational excellence, and a commitment to innovation are key to creating a seamless, positive experience that strengthens consumer trust and loyalty.

What You Will Be Doing

• Develop and implement a consumer care strategy that prioritises proactive engagement and anticipates customer needs.
• Ensure the end‑to‑end journey from product discovery to post‑purchase support meets or exceeds consumer expectations.

Operational Leadership

• Lead and inspire the Consumer Care team to deliver exceptional service across all touchpoints.
• Establish clear KPIs focused on customer satisfaction, first‑contact resolution, and proactive issue prevention.

Operational Management

• Oversee day‑to‑day operations of consumer care teams across multiple channels (phone, email, chat, social media).
• Ensure compliance with regulatory requirements and company policies.
• Manage budgets, resources, and vendor relationships for consumer care services.
• Implement feedback loops to identify pain points and improve service delivery.

Continuous Improvement

• Identify pain points in the consumer journey and implement solutions to reduce friction and prevent repeat issues.
• Drive innovation in service delivery through technology, automation, and process optimisation.

Proactive Engagement

• Develop programmes that engage consumers before problems arise, such as educational content, self‑service tools, and predictive support.
• Collaborate with Marketing, Product and Supply Chain teams to ensure consumer insights inform business decisions.

Consumer Advocacy

• Act as the voice of the consumer within the organisation, ensuring feedback drives product and service improvements.
• Monitor trends and emerging needs to keep the brand ahead of consumer expectations.

Team Development

• Recruit, train and develop high‑performing consumer care teams.
• Foster a culture of accountability, empathy and continuous learning.

Analytics & Reporting

• Monitor and analyse consumer care data to identify trends and opportunities.
• Provide regular reports and insights to senior leadership.

What we need from you

• Proven experience in leading consumer care or customer experience functions at a strategic and operational level.
• Strong understanding of end‑to‑end customer journey design and proactive engagement strategies.
• Excellent leadership and team development skills.
• Data‑driven mindset with experience in using insights to drive continuous improvement.
• Ability to influence cross‑functional teams and senior stakeholders.
• Expert user of Zendesk.
• Strong knowledge of digital tools and customer experience best practices.
• Excellent communication, problem‑solving and stakeholder management skills.
• Able to mentor and develop a team.

What You Will Get From Us

• Competitive salary and holiday allowance.
• Company performance‑related bonus.
• A pension contribution.
• Exclusive staff discount.
• 24/7 healthcare appointment support.
• Hybrid working – 3 days in office, 2 days from home and flex start/finish times.
• External private employee wellbeing support.
• Access to Perkbox.
• Volunteer days.
• Team recognition scheme.
• Training and development.
• Holiday carry‑over scheme.
• Season‑ticket travel loan.
• Cycle‑to‑work scheme.
• Parental leave support.
• Holiday trading (buy/sell) and extra holiday days for long service.

Life at Joseph Joseph

• Flexible working.
• Mental wellbeing support.
• Holiday trading.
• Additional holiday for length of service.
• Company bonus scheme.
• Generous discounts for you and friends and family.
• Season ticket loan and cycle‑to‑work scheme.
• Even more discounts with Perkbox.