Customer Wellbeing Manager London, England
Job description
Join the movement! healf is trailblazing in the health and wellness industry, and we’re rapidly expanding! Our culture comes from unstoppable leaders, inspiring staff, and the best healthy living products on the planet.
If the role below sounds like a great fit for you and you’re ready to help make the world a healthier place, then please email lestat@ healf.com with the subject ‘Customer Wellbeing Manager’ and a couple of sentences on why you’d be great in this role. Only applicants who do this will be reviewed.
LOCATION: West London
About healf
healf is a community-powered UK retailer for the highest quality products across 4 pillars of health: Eat, Move, Mind, Sleep. We believe in everyday healthy living, built up day-by-day through simple but effective rituals. It’s not about the one-time yoga class or occasional supplement, but allowing health to integrate into your everyday lifestyle in a way that works for you. We exist to separate the good from the bad and bring some much needed credibility to the health industry.
We have just raised investment from some exciting backers, and are now in a position to truly accelerate growth in order to become the global destination for true everyday healthy living.
About the role
At healf, our customer’s experience and wellbeing is our no.1 priority. This is a key role for our expansion that will act as the eyes and ears of our business, communicating daily with our community of healf customers across phone, email and live chat. You are the first to know what our customers are thinking and feeling, and will often be the person who supports them in improving their health. As we continue to grow on our journey to become the go-to destination for everyday, this role will grow and develop as we support more and more people in their healthy living journey.
Our customer strategy puts our community at the heart of everything we do. As a result, it is important to go above and beyond to build personal relationships with our healf customers to truly understand what our customers want to see from our business, and how we can support their health. We wouldn’t be the brand we are today without their dedication, loyalty and enthusiasm for the brand. They are the first to support us and the first to tell us when we are wrong!
We’re looking for someone with, likely with experience, to come in and take charge of our Customer Wellbeing as well as manage and build out a team underneath them. This will require a relentless commitment and desire to maintaining our customer’s happiness, going above and beyond normal requirements, and generally being the driving force behind our customer’s healf experience.
What you'll be doing:
- In addition to the below, this role will involve managing and building a team underneath them to constantly grow and improve our customer’s wellbeing.
- Providing timely communication with new and existing customers via email, phone or live chat. Our customers need to know they can rely on us at every opportunity whether they want advice on what products are best for them, issues order processing or creating returns.
- Using our customer helpdesk system to provide the very best shopping experience for our customers.
- Maintaining healf's tone of voice across social channel responses.
- Being the go-to person for all healf product queries, you will need to have a good knowledge of all 4 pillars of health and how to advise in each area, as well as an extensive knowledge of the brands and products that we stock - their benefits and what makes each one unique.
- Not only will you be engaging with customers, but you will listen to them and give their feedback and insights to the wider business to help us continue growing. This sort of feedback will lead to significant internal improvements, from new products, categories, marketing strategies and more.
Requirements
It is essential that you’re deeply interested in both your own health & wellbeing, as well as supporting that of the people around you. This role will require an understanding of health in order to be able to appropriately support our community. As well as this, you will need to have:
- A genuine appreciation of the impact world-class customer service has, and the desire to deliver at an industry-best standard.
- A passion and interest in helping people (our customers) feel healthier on a daily basis via social media channels including Facebook and Instagram.
- A strong set of verbal and written communication skills in English is essential.
- A flexible approach and the motivation to go above-and-beyond for our customers, striving to build the strongest community.
- You genuinely care about helping our customers - this may at times mean going out your way to go the extra mile. Sometimes this will involve fire-fighting outside of work hours and the person filling this role must be ready for that.
- Ideally professionally trained in some area of health and nutrition.
What we can offer you:
- Coaching & Mentoring: our close-knit team fosters a collaborative and supportive environment, you will have regular exposure to senior executives to help you with your development, our company’s growing quickly, and we’ll give you the opportunity to do the same.
- Steep Learning Curve: opportunity to learn every day and acquire critical business and industry knowledge and skills
We work hard at healf, and we like to reward our team for it, so you can expect:
- Free products and 50% staff discounts across everything
- Future share options in the company + bonus structure
- Option to work remotely
- Monthly team activities - often health & wellbeing related
Job Types: Full-time, Part-time, Permanent
Part-time hours: 40 per week
Salary: £20,000.00-£40,000.00 per year
Benefits:
- Discounted or free food
- Employee discount
- Store discount
- Unlimited paid holidays
- Wellness programme
- Work from home
Schedule:
- Day shift
Supplemental pay types:
- Bonus scheme
- Performance bonus
- Quarterly bonus
Application question(s):
- Are you passionate about making the world a healthier place?
- Are you able to commute to West London on a daily basis?
Work Location: One location
Application deadline: 20/01/2023
