Lily's Kitchen

Sales & Customer Care Executive - Independents

At Lily’s Kitchen we are pet food pioneers. We are changing the game with our mission to provide proper food for cats and dogs all over the world.

What we’re after: - Sales & Customer Care Executive - Independents

The leader of your pack is: - Assistant Customer Care Manager

Lily’s Headquarters: - Goodge Street, Fitzrovia

Equality and Inclusiveness at Lily’s Kitchen: -

At Lily’s Kitchen, we want to build and maintain a values-driven culture of trust and inclusion, one that empowers people safely and comfortably to express every characteristic of their personal identity and experience. We’re committed to supporting and encouraging a diverse and inclusive workforce. That means that whatever your ethnic origin, religion, gender, sexual orientation, gender identity, gender expression, age or status as an individual with a disability, you’ll get all the opportunities, respect and support you’d expect from a passionate business that cares about its people (as well as its pets).

We strongly encourage people of colour, lesbian, gay, bisexual, transgender, queer and non-binary people, veterans, parents, individuals with disabilities and/or other people from underrepresented groups to apply. Lily’s Kitchen is an equal opportunities employer and welcomes everyone to our team. If you need reasonable accommodation at any point in the application or interview process, please let us know.

In your application, please feel free to note which pronouns you use.

Your place at the Lily’s Kitchen Table: -

As our Sales & Customer Care Executive - Independents you will report into our Assistant Customer Care Manager and work within our growing team. The core element of your role is to provide the best level of customer service to our Independent stockists via telephone and email. You will do this by taking their orders, tracking and updating them on deliveries, offering advice on products and customer queries and handling any complaints they may have in a warm and professional manor. You will also work closely with internal teams at Lily’s Kitchen for example our Finance team.

How will I make a difference?

You will: -

· Support our Wholesale and Independents Sales Manager and our New Business Development Executive on priority customers

· Have an awareness and inclusion in broader sales teams’ goals, objectives & targets

· Establish yourself as the key internal contact for sharing stockist feedback, challenges and wins with the Sales team. Being the voice of the indie stockists – presenting this feedback on a bi-monthly basis in the Sales team meeting alongside our New Business Development Executive

· Play a pivotal role in helping deliver the new Wholesale and Independents growth strategy (led by Customer Account Manager)

· Work with our Independents to arrange regular, structured store visits to build these relationships, sell in NPD and write up a report on these visits to share with the wider Sales team

· Develop strong customer relations with key independent stockists

· Ensure our customer experience is first class and reflective of the Lily’s Kitchen brand and vision

· Work with the Sales team to understand our independent stockists – who they are, what they need, and how we can improve the in-shop experience

· To establish new processes to make the stockists’ experience as smooth and quick as possible

· Be a true ambassador for Lily’s Kitchen

· Drive sales via taking stockist customer orders, as well as selling in the promotions and NPD

· Answer stockist enquiries promptly and effectively – including orders, complaints, pet health advice, delivery follow ups, product information

How will I be successful?

· A passion for pets is important, and for this role in particular a background in dealing with our four-legged friends would be helpful

· An expert when it comes to working in a customer facing role, you will know what it takes to deliver first class customer service

· You love to collaborate on ideas and are always an active member in any team

· Lily’s Kitchen values will shine through in everything you do

· High energy, adaptability, and the ability to present solutions with passion - we’re after someone who wants to change the world!

· A background in delivering exceptional customer service

· You’re proficient in Microsoft Office programs – in particular Excel, Word and Powerpoint

· Ideal though not essential experience in using Zendesk and Commerce Cloud

· Top notch written communication and grammar skills - you know the difference between the brought and bought and your and you’re

· A European language is a plus

· You’re known for your relationship building and being empathetic

  • At Lily’s Kitchen, it’s a fast paced, dynamic environment – so you need to be highly adaptable, and comfortable in an ever-changing company
  • You’ll have impeccable communication skills, and will be able to multitask between multiple channels
  • You’ll be well practiced at using your initiative, have a can-do attitude and will be keen to learn and grow
  • You will have an exceptional level of planning, organisation and prioritising

The Team

Our Perks

At Lily’s Kitchen we believe that everyone should enjoy their time at work. We reward the care our people put into their job, by caring for them in return. Our benefits are designed to make our people smile, save for the future, stay healthy and give back where they can and include:

  • Dogs at work; what better way to put a smile on your face!
  • Flexible Working: flexitime, working from home, part-time working, flexible support
  • Save for the Future and Protect Loved ones: a pension plan that goes beyond, the option for salary exchange and an option of an ethical pension fund reflecting our team’s attitudes and needs. Plus, a life assurance scheme to look after those that depend on you.
  • Staying healthy and well: Our team’s health and wellbeing is very important to us and we offer private medical, private dental, employee assistance programme, mental first aiders and a cycle to work scheme.
  • Supporting our community: with a volunteering allowance we can give back to causes we are passionate about. Plus supporting and having fun together as a team.
  • And more …

Lily’s Kitchen Story

At Lily’s Kitchen we are pet food pioneers. We are changing the game with our mission to provide proper food for cats and dogs all over the world.

Lily’s Kitchen was founded in London in 2009, by Henrietta Morrison who set out to feed her beloved dog, Lily, food she could trust. Lily’s Kitchen is now the No1 Brand in premium natural pet food, still focusing on the mission to inspire pet parents to feed their four-legged friends natural, proper food for pets.

Lily’s Kitchen was a founding member of the UK B Corp movement and the first pet food brand in the world to achieve B Corp status. Determined to use business as a force for good, Lily’s Kitchen has recently partnered with Dogs Trust to support dogs in need and are proud to lend a paw to charitable causes.

We sell our nutritious natural recipes for cats and dogs in over 1,000 stockists, like Waitrose, Tesco, Ocado, organic food shops, vets, independent pet shops and garden centres all over the UK. We also sell internationally and are now sold in more than 30 countries worldwide.

Awarded a Royal Warrant Holder in 2019 and named in the Sunday Times Virgin Fast Track 100 three years in a row, we’re a fast-growing company founded on passion and innovation. How innovative can a pet food company be (we hear you cry)? Innovative enough to win a Queens Award for Enterprise in Innovation, we reply (with passion). We’re the first pet food company to have won the award, and it speaks volumes about our recipes and how we do business.

Our Vision.

We’re all about warming hearts, feeding souls and enriching lives, for both our customers and employees.

Our Values.

We recruit to our values at Lily’s Kitchen: Respectful. Dedicated. Audacious. Passionate. Responsible.

Our People.

We seek out and develop talented people who love to succeed and make a positive difference in everything they do.