Job Description

If you are interested in joining the Field & Flower team, please provide a cover letter alongside your Indeed application or send directly to jessica.rajska@fieldandflower.co.uk

Field & Flower was founded in 2011 by two friends after meeting at agricultural university. We are a leading UK food subscription business specialising in grass fed, free-range meat and sustainably caught fish. Our mission is to connect farming communities with people who care.

We're looking for an experienced and enthusiastic Customer Experience Manager to lead our customer team, ensuring we continue to provide a best-in-class service for our loyal customers. If you're customer focused, enjoy customer interactions and go above & beyond at every point of customer contact, this could be the role for you.

Job overview:

The job role will include, but is not limited to:

Leading and managing a small team to deliver best in class customer experience. Enhance customer loyalty by driving retention strategies and personal communication initiatives. Develop & implement easy to follow customer service policies to ensure a smooth and consistent customer journey. Manage customer interactions across phone, email, social media and live chat, resolving issues quickly and effectively and being the main point of contact for any escalations. Represent the voice of the customer while embodying and reflecting our brand values in every interaction. Continuously improve processes to streamline customer interactions and enhance efficiency. Own outbound and inbound campaigns such as lapsing calls, loyalty calls and failed payment calls. Collaborate with wider teams such as marketing, operations, and supply chain to feedback and continuously improve the customer experience. Oversee key CX/operational processes like order management, refunds, substitutions, and our loyalty scheme. Monitor and analyse customer experience metrics to identify areas for improvement and share this regularly with the CRM manager. Plan for seasonal peaks (Christmas & Easter), ensuring we maintain exceptional service during busy periods. Monitor NPS and identify ways to improve our score.

Requirements:

Experience in a customer focused leadership role. Customer-first mindset with a focus on excellence. Strong problem-solving skills and ability to work under pressure. A track record in improving customer experience. A natural leader who can motivate and develop a team. Excellent communication skills - both written and verbal. Good time management and personal organisation. Confident in using Microsoft Office and ideally familiar with CRM platforms (Magento, Salesforce - training provided). An interest in food & supporting ethical farming.

We have a range of employee benefits:

40% off all Field & Flower products Friends & family discount Private health and dental care A social team with regular meet ups Sabbatical leave opportunity every 5 years Enhanced parental leave Volunteering days Access to a variety of national and high street discounts

Included are also:

NEST Pension scheme.

30 days' holiday (including bank holidays)

Plus, your birthday day off + 1-day extra holiday after 2 years' service up to a maximum of +5 extra days' holiday. (pro-rated)

More information

Permanent, Full time role, office based, in our Somerset office 5 days a week Hours - Normal hours of work 8.5 hours between 8 am and 6 pm on Monday to Friday Salary - 32,000-36,000
Job Type: Full-time

Pay: 32,000.00-36,000.00 per year

Job Types: Full-time, Permanent

Pay: 32,000.00-36,000.00 per year

Benefits:

Casual dress Employee discount Enhanced maternity leave Free parking On-site parking Paid volunteer time Private dental insurance Private medical insurance Sabbatical
Schedule:

Day shift Monday to Friday
Work Location: In person