Job Description

Customer Sales & Retention Representative

Pure Pet Food
Basic salary of 26,000 + Commission

A bit about us

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 a pets 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.

You can find out more about us here: https://www.purepetfood.com/

Our modern, dog-friendly office is not far from the centre of Leeds, with great transport links nearby. We've created a space that's comfortable for everyone - both our team and their dogs - making it a positive and collaborative environment where people enjoy coming to work.

At Pure Pet Food, our promises put Paws & People First. We're committed to building a workplace where everyone feels valued, included, and able to thrive. By celebrating diversity, promoting equity, and embracing new ideas, we aim to be Best in Show for our people as well as their pets. If you're passionate, curious, and want to be part of a team that's Ahead of the Pack, we'd love to hear from you.

A bit about the role

In this role, you'll engage with customers mainly by phone and email, with some support through online chat and social media, contributing to a positive Pure experience. Whether they are starting or ending their journey with us, this is your opportunity to strengthen or restore our relationship by providing tailored solutions that meet their evolving needs.

You'll handle a wide range of inbound and outbound inquiries, from assisting new customers with sign-ups to reaching out to those who've recently cancelled to explore ways to win them back. Your goal is to deliver sales excellence through a customer-centric approach, communicating with intent and purpose to meet both customer and business objectives.

No two days (or dogs!) are the same, so you'll need to think quickly and creatively to find brilliant, innovative solutions to customer challenges. You'll have the freedom to go above and beyond to make customers happy, ensuring their satisfaction is always a priority.

As part of a small, close-knit team, your primary responsibility will be to sell our products to new customers and retain those at risk of leaving. However, due to the dynamic nature of our business, you may also assist with customer service queries, with plenty of opportunities to upsell where appropriate.

You'll also collect valuable customer insights and feedback, helping to guide strategic decisions and shape the future direction of the business. Your contributions will play a key role in influencing our company culture, voice, and approach, bringing fresh perspectives to everything we do.

A bit about you

You should be target-driven and confident in making outbound calls, as well as cross- and up-selling to retain customer loyalty. A proven history of consistently achieving and exceeding targets is essential.

You should be an exceptional communicator, able to engage effectively with both customers and internal teams. We value open, honest communication and prioritise transparency with both our customers and colleagues at every stage.

You should be competent with numeracy and literacy, allowing you to convey information clearly and concisely, ensuring that customers are fully informed and equipped for their next steps.

You should excel at problem-solving, asking insightful questions to fully understand customer needs and offer tailored, effective solutions.

Lastly, being a dog lover is a big plus! We believe in the value of connecting with customers who share similar interests and creating a friendly, supportive environment both for our customers and colleagues.

A bit about what we offer

Basic salary of

26,000

per year, with an attractive commission structure available, based on retention and upsell performance.

33 days holidays, including bank holidays

Employee discount on Pure Products - free food for your dog!

Job Types: Full-time, Permanent

Hybrid working, typically 3 days per week working in our dog friendly office in Leeds, with 2 days per week working from home.

The specific working hours will be discussed during the interview process. Our standard working hours are Monday to Friday, from 8:30 AM to 5:00 PM and Saturday 8:00AM - 4:00PM. This role will include working 1 in 3 Saturdays.

Job Types: Full-time, Permanent

Pay: 25,500.00-41,000.00 per year

Benefits:

Casual dress Company events Company pension Cycle to work scheme Employee discount Free parking On-site parking Transport links
Ability to commute/relocate:

Leeds LS12 6NJ: reliably commute or plan to relocate before starting work (required)
Application question(s):

Are you a dog lover?
Education:

GCSE or equivalent (preferred)
Experience:

Sales: 1 year (required) Customer service: 1 year (required) Contact Centre: 1 year (required)
Work Location: Hybrid remote in Leeds LS12 6NJ