Head of Consumer Care

Joseph Joseph
London

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
Posted 2025-11-29

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