Head of Brand & Customer Expereince

Head of Brand & Customer Experience – London (mostly remote) – up to £65-72K

THE COMPANY

My client is not only now B Corp status, but also are challenging the way that homecare is delivered to consumers – with a subscription business fully underway, they have over half a million customers in the UK alone! As the product range increases, so does the customer base. A new and exciting role has been created, where the brand experience for the customer is key, as well as the online engagement for potential new customers!

THE ROLE

· Reporting to the CMO, you’ll take ownership of the customer experience team (circa 10) as well as being an engagement focused marketing guru, that knows what good Content, Social and Community looks like.

· We are on the hunt for an experienced brand marketer to lead several disciplines within our marketing team.

· A mature, confident people leader, you’ll report to our CMO and specifically be responsible for all of our UK work within Social Media and Customer Service, as well as leading how our brand comes to life in marketing and brand plans for France and Germany (across full marketing channels).

· This role blends first rate marketing, brand development and communication with leadership of significant people teams, with 7 direct reports and a further 8 indirect reports.

· You will work Working with the CMO to continually define and lead for the brand

· Lead social media and community management (responding to over 10K comments per month); with a social media manager and 3 community managers. This will involve planning organic content as part of our overall comms plan and across multiple platforms, regularly measuring the impact of our organic social media.

· Key responsibilities will be to lead the Content Marketing Managers in each of the two countries, helping them to develop and deliver content across email, referral, organic social, influencers and PR.

The Person:

· Passionate about working in a startup environment and driving more sustainable lifestyles for everyone. Proven marketing / brand experience, across the full remit of brand development, positioning and communication. We’re looking for someone with a minimum of 5 years’ experience, preferably including a DTC business.

· Up to date experience in social media and ideally Customer Service.

· A caring, experienced people manager who loves leading and delivering through others

· Strong organisational skills, must be comfortable managing lots of tasks, people, prioritising your workload and working at speed.