Job Description

All Locations*Home based
Job Function*Marketing / Communications
Type*Permanent

The Role & Key Responsibilities

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Job Title:

Consumer Experience & Advocacy Manager

Location:

Home Based(Occasional travel will be required to sites & events).


Do you want to shape how consumers experience our brands, NAF and Natural VetCare, every day?


We're looking for a Consumer Experience & Advocacy Manager to be the frontline voice of our brand -- handling advice and feedback across all consumer service channels, while also creating exciting new ways to engage and inspire our equine and pet-loving communities. This role is equal parts service excellence and community building: you'll ensure every interaction leaves a positive impression and turn great experiences into lasting advocacy.

What you'll be doing:

+ Managing all consumer support channels -- phone, email, webchat, and social DMs.
+ Ensuring response commitments and service standards are consistently met across both brands.
+ Reporting regularly on consumer queries, issues, and satisfaction scores.
+ Handling consumer complaints and escalations with professionalism, empathy, and timely resolutions.
+ Spotting opportunities to improve consumer service through new tools, processes, and approaches.
+ Monitoring and engaging with online communities
+ Driving consumer advocacy initiatives, referral, testimonial, and ambassador programmes.
+ Gathering consumer insights and feeding the "voice of the customer" back into the business.
+ Managing brand reputation on review platforms with thoughtful, strategic responses.
Supporting events both virtual and in-person.
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What you'll bring:

+ Proven experience in consumer service, customer support, or community management.
+ A passion for creating memorable consumer experiences.
+ Ability to introduce and champion new service and engagement tools.
+ Strong digital and social media engagement skills.
+ Deep knowledge and genuine passion for equine and pet care and welfare.
+ A consumer-first mindset, collaborative approach, and resilience.
+ Experience managing consumer feedback and turning learnings into action.
Excellent written and verbal communication skills, adaptable across consumer and community contexts.
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Where growth meets purpose

What sets us apart is how we delight our customers - and that's because of great people like you. People with different life experiences who