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Joseph Joseph; City of Westminster; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A consumer goods company in the UK seeks an experienced Head of Consumer Care to lead a strategic function focused on exceptional customer experiences. This role entails shaping consumer care strategies, overseeing team operations, and driving innovation to enhance the customer journey. Key responsibilities include establishing KPIs, developing proactive engagement programmes, and fostering a culture of accountability within the team. Candidates should possess strong leadership skills and extensive knowledge of customer experience best practices.

Benefits

Competitive salary

Company performance-related bonus

Pension contribution

Exclusive staff discount

24/7 healthcare appointment support

Training and Development

Parental Leave support

Qualifications

• Proven experience in leading consumer care or customer experience functions.
• Strong understanding of customer journey design and engagement strategies.
• Excellent leadership and team development skills.

Responsibilities

• Develop and implement a consumer care strategy that prioritises proactive engagement.
• Lead and inspire the Consumer Care team to deliver exceptional service.
• Oversee day‑to‑day operations of consumer care teams.

Skills

Leadership

Customer engagement strategy

Data-driven mindset

Communication skills

Team development

Tools

Zendesk

Digital tools

Job description

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 minimise 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.

Responsibilities

• Consumer Experience Strategy
  • 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.

Qualifications

• 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.

Benefits

• 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