Job Role

Location: Shepton Mallet
Contract: Full time, Permanent
Pay: £32,000-£36,000 pa

Who are we?
Field & Flower was founded in 2011 by two friends after meeting at agricultural university, one a farmer and the other a food lover. We are a leading UK food subscription business specialising in grass fed, free-range meat and responsibly caught fish, connecting farming communities to people who care.

Job overview
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
• Proven 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 using Microsoft Office and ideally familiar with CRM platforms (Magento, Salesforce – training provided).
• An interest in food & ethical farming.

Employment 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
✓ 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)

Extra Information
Full time, Permanent: Monday-Friday, 9am-5.30pm or 9.30am-6pm. Based in our Somerset office 5 days a week.
Competitive salary
Pay £32,000-£36,000 pa

If you are interested in working with us, please submit your CV and cover letter explaining why you are interested in working for Field & Flower by email to [email protected].