Location: London/Hybrid (minimum 2 days per week in the office in Vauxhall) with occasional travel required to various sites.

Working Pattern: Full-time - 5 days per week

Starting Salary: c.£40k

Role Overview 

Our Customer Happiness team are the link between Oddbox and our brilliant community our passionate veg and sustainability fans. As our Customer Happiness Manager, you'll provide coaching and leadership to our team of 7. You'll need to be an empathetic leader, with a drive to represent and advocate for the voice of the customer across all Oddbox teams. You will enable us to consider the customer's needs in our decision-making.  

Key Responsibilities

🎯Lead our customer happiness team within an environment of continuous excellence, providing motivation, coaching and challenge when needed.
🎯Regularly spend time interacting with our customers to stay close to customer intelligence and our processes
🎯Develop and implement strategies that promote customer satisfaction, basket spend and retention.
🎯Bring innovative ideas to the business that keep our customers in mind at all stages of planning and delivering the business roadmap.
🎯Be the escalation point and coach for complex queries
🎯 Act as a customer advocate, addressing queries and resolving issues to maintain high levels of satisfaction.
🎯 Coordinate cross-functional efforts to enhance product value and service offerings.
🎯 Gather customer feedback and insights to drive continuous improvement and innovation in our customer experience.
🎯 Report on key performance metrics and customer satisfaction levels to internal stakeholders.

Our Ideal Candidate

🌟Resilient and adaptable, capable of managing multiple priorities and projects simultaneously.
🌟A confident manager, who can get the best from a diverse team
🌟Strong analytical and problem-solving skills with a keen attention to detail.
🌟Excellent communication skills, both written and verbal, with the ability to articulate concepts clearly.
🌟Proven experience in managing customer relationships and enhancing engagement.
🌟Ability to collaborate effectively across various teams to achieve common goals.
🌟Customer-focused, always eager to enhance the satisfaction and experience of our users.
🌟Creative thinker who thrives in fast-paced, dynamic environments.
🌟Proactive problem-solver with a visionary approach to anticipating challenges

This role may not be for you if:

🚫You are hesitant to involve yourself in hands-on problem-solving and customer interactions
🚫You prefer a solely strategic role devoid of daily operational engagement.
🚫You don't enjoy linking customer sentiments with analytical data
🚫You thrive in environments where processes remain unchanged and predictable.

Interview Process Involving Customer Experience Focus

👥 Introductory call with the People & Culture team - 30 minutes.
👥 Practical exercise to evaluate relevant skills - preparation time of about 90 minutes.
👥 In-depth interview with our Head of Operations.
👥 Meet and greet with the broader team.
👥 Offer.

Location Details: This role is hybrid with a presence in our London office and occasional site visits, ensuring close collaboration and support among team members.

Looking after you: We won't waste your time telling you annual leave is a benefit- it's your right... But we'll give you five extra days of annual leave (33 days including bank holidays), four "not-sick" days and two volunteering days each year.

We offer you a £300 self-service L&D budget, backed by an extra generous helping of cohort and peer-to-peer learning opportunities. You'll get access to perks and well-being support with YuLife. Of course, you get discounts on Oddbox products (as well as the occasional stash of Oddbox merch).

Are you the enthusiastic Customer Happiness Manager we're searching for? Apply now to embark on this exciting journey with us!