Head of Consumer Care

Joseph Joseph Ltd; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid working

Pension contribution

Staff discount

Healthcare support

Perkbox access

Volunteer days

Cycle to work

Travel loan

Job summary

Joseph Joseph in London is seeking an experienced Head of Consumer Care to shape a consumer-centric function that delivers exceptional end‑to‑end experiences across the customer journey.

This role goes beyond answering enquiries and focuses on anticipating consumer needs, reducing friction, and aligning with Marketing, Product, and Supply Chain to strengthen trust and loyalty. You will lead a multi-channel team, set KPIs, and drive continuous improvement through technology and process.

Qualifications

• Proven experience leading consumer care or customer experience at strategic and operational levels.
• Strong understanding of end-to-end customer journey design and proactive engagement strategies.
• Data-driven mindset with ability to use insights to drive improvements.
• Ability to influence cross-functional teams and senior stakeholders.
• Mentor and develop high-performing teams, with strong communication skills.

Responsibilities

• Develop and implement a consumer care strategy prioritising proactive engagement and an end-to-end journey.
• Lead and inspire the consumer care team across all touchpoints.
• Oversee day-to-day operations (phone, email, chat, social media) with compliance and budgets in mind.
• Identify pain points and drive continuous improvement using technology and automation.
• Collaborate with Marketing, Product and Supply Chain to feed consumer insights into decisions.
• Monitor KPIs and provide regular leadership reporting.

Skills

Strategic leadership

Customer journey design

Data-driven decisions

Stakeholder management

Team development

Cross-functional collaboration

Tools

Zendesk

Job description

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:

• Consumer Experience Strategy:Develop and implement a consumer care strategy that prioritizes 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 optimization.
• Proactive Engagement:Develop programs 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 organization, 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 analyze 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
• An 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