Head of Consumer Care

Joseph Joseph Ltd; City of London; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading houseware brand in London is seeking an experienced Head of Consumer Care to shape and lead a consumer-centric function. This role emphasizes customer journey optimization and proactive engagement, aiming to deliver exceptional experiences. The ideal candidate will possess strong leadership skills and a data-driven approach to drive continuous improvement. This position offers a competitive salary with benefits, including hybrid working flexibility and a performance-related bonus.

Benefits

Competitive salary

Company performance related bonus

Pension contribution

Exclusive staff discount

24/7 healthcare appointment support

Hybrid working

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)

Qualifications

• Proven experience in leading consumer care or customer experience functions.
• Strong understanding of customer journey design.
• Data-driven mindset with experience in insights for improvement.

Responsibilities

• Develop and implement consumer care strategy.
• Lead and inspire the Consumer Care team.
• Monitor and analyze consumer care data.

Skills

Leadership

Customer experience

Data analysis

Problem-solving

Communication

Stakeholder management

Team development

Proactive engagement

Zendesk proficiency

Tools

Zendesk

Digital tools for customer experience

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