📣 About the Role

We're on the hunt for an outgoing, hardworking, and all-around fantastic communicator and team leader to help us launch in Germany. You must be passionate about ensuring our customers have the best possible experience and continually seek ways to make it even better. This role is a perfect fit if you're fluent in both German and English.

In your initial months in this role, you'll work closely with our Customer Love Strategy Lead to set up a Customer Love operation in the new territory. This includes tasks like establishing our CRM platform, creating an external help centre for our customers, and ensuring we're perfectly positioned to support our customers.

Once the new market is up and running, your daily responsibilities will involve managing the frontline operation in real-time, supervising and coaching the team, liaising with our outsourcing partner, and collaborating with the existing Customer Love Management teams on various projects, initiatives, and improvements. You'll have direct reports, be responsible for achieving quarterly goals, and foster a motivated and thriving team culture.

This is a hybrid working role; you are expected to work from our office twice a week. When you're in the office, you'll be based at our London office, based in White City, with occasional travel to Germany as needed.

💛 About Customer Love Squad

At Butternut, we don't have a Customer Service team; we have a Customer Love team. Why? Because they're the loveliest bunch of people you will ever speak to! Always here to help and LOVE to assist.

We are known for our exceptional customer service and hold a 4.9* rating on Google and Trustpilot reviews, something we are incredibly proud of. We go the extra mile for every customer, operating on our values to surprise and delight each person with a friendly, caring, and fun approach. We are unique 'Butternut' in style, and we convey our 'Tone of Bark' in every interaction with our customers.

🌿 In This Role, You Will:

Customer Experience and Team Leadership

• Deliver a top-tier customer experience in the new territory.
• Onboard your Customer Love team members after their first month and assist with recruitment.
• Conduct regular 1:1s with your team members to stay connected with their performance, progress, and well-being.
• Inspire your team to achieve quarterly goals, particularly in customer satisfaction, quality assurance, and productivity.
• Manage team schedules and daily operations.

Localisation and Communication

• Translate new and existing Customer Love materials into the local language.
• Act as the point of contact for customer conversations that require your assistance.

Partnership and Strategy

• Continuously enhance the relationship with our outsourcing partner alongside our Customer Love Manager.
• Provide valuable insights to our Customer Love strategy team and the broader Customer Love leadership team.
• Identify areas for process improvement and knowledge gaps and align them with the broader Customer Love ecosystem.

Values and Culture

• Uphold the core values of Butternut Box within your team.

👋 About You

This role is a perfect fit if you're fluent in both German and English and align with the following characteristics:

Communication and Leadership

• You're known as someone who enjoys bringing people together and interacting with new faces.
• You excel at storytelling and presenting to your team. Your words inspire and motivate your colleagues to do their best.
• You communicate effectively in person, during meetings, through emails, and online, whether it's with your team, stakeholders, or management.
• Your emotional intelligence is top-notch, allowing you to adapt your working style to connect with others effectively.

Adaptability and Problem Solving

• You thrive under pressure, responding swiftly to ad hoc requests and take sensible action when things don't go as planned.
• You're adaptable and agile, unafraid to change your course when circumstances shift.

Customer-Centric Focus

• Delivering top-notch Customer Love is your passion, and you constantly strive for improvement.
• When a customer needs extra assistance, you're the first to step up. You relish the opportunity to rebuild trust and make things right.
• You understand the nuances of the local culture and can tailor our approach to resonate with our customers.

Data and Technology Proficiency

• You're skilled in handling numbers and confidently explaining trends and initiatives to achieve our goals.
• You're adept at navigating systems and software, with a knack for setting up and managing applications across the team.

Values and Accountability

• You're driven by a desire to make a positive impact. Transforming feedback into business improvements brings you joy.
• Our Butternut values deeply resonate with you, and you're eager to inspire a team that shares your alignment with these values, ensuring that our actions match our words, both internally and externally.
• You genuinely care about your team and our customers, representing their interests in your interactions across the business.
• You take pride in your accountability and ownership of your goals, staying organized and open when things don't go as planned.

🐶 A bit about us. 

At Butternut, we put the food back into dog food. We believe dogs deserve to eat the healthiest, most natural and tastiest food with none of the nasties. That’s why we make freshly prepared dog food. Cooked like you would at home. Delivered in perfect portions. #LI-Hybrid

As a B-Corp certified company; you can be sure you are joining a sustainable company who care about our people, product and our impact on the environment.

Our goal is to help dogs live healthier, happier and longer lives whilst leaving humans smiling after every interaction. We’ve come a long way since our co-founders (Kev & Dave) hand-delivered the first Butternut Box, we now feed a lot of dogs across the UK - but we want to feed dogs everywhere. And to do this, we need a team of brilliant people who share that ambition to come and work with us. 

 🙌 A bit about what we offer.

• 25 days holiday (plus 8 bank holidays) and an additional day for every year of service 
• 5 paid 'paws' days per year to support to learning and/or wellbeing
• £500 personal learning & development budget 
• Butternut Box employee discount 
• Enhanced parental leave
• Co-working office space. Flexible working hours and work from home options 
• Cycle to work scheme
• Pension with NEST
• Private Medical Insurance with Vitality
• Lots of office dogs (Ajax, Brio, Basil, Chorizo, Lenny, Jasper, Peggy, Pip, Rudi and many more….)

❗️A few things to note: 

• Butternut Box is an equal opportunity employer and we value diversity and inclusion. We welcome people of different nationalities, backgrounds, experiences, abilities and perspectives.
• As our business has grown so has our responsibility to our community, our planet and our business. We are not perfect, but we are committed to doing business the right way and continually improving our social and environmental performance.
• We're not afraid of going the extra mile for candidates from underrepresented groups. We want strong, diverse teams built from different backgrounds, experiences, and identities. We're ready for the ongoing work that goes into building an inclusive, supportive place for you to do the best work of your career.

#LI-Hybrid