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
