Jellycat Toy Co. Ltd.

For a quarter of a century, the Jellycat family have brought joy, wonder and playful fun to people of all ages, in every part of the world. Utterly original and in a class of their own, they are currently among the most loved and collected toys of their kind. How has this gentle tribe endeared themselves to so many? Perhaps it is their whimsical expressions. Or the deliciously soft fabrics. Or the beautiful way in which they sit in your hand. Whatever it is, there is something magical and unmistakeable about each one of them. Creating original and innovative luxury soft toys, Jellycat combines luxurious fabrics with quirky and cute designs and sells its products online and via stockists throughout the UK, the US, Europe and the rest of the world. This role is part of the Direct-To-Consumer (DTC) Customer Service Team and is responsible for the UK and ROW (rest of world - excluding France and Germany) customer care functions, covering website orders, queries, and escalations. Operating at a supervisory level, this position leads a team of nine advisors and manages customer interactions via email, phone, and live chat. The role is key to maintaining service excellence, optimising daily operations, and improving customer satisfaction metrics (e.g., CSAT, Trustpilot) for the Uk and ROW market. It also supports strategic objectives for DTC growth by contributing to process development, team culture, and service enhancements to support Jellycat's expanding global fan base. You'll be; Supervising the UK and ROW DTC Customer Care team, ensuring smooth day-to-day operations and acting as an escalation point for complex queries or complaints. Leading the team in managing inbound customer contacts in English across phone, email, and live chat. Monitoring and reporting on KPIs, including first response time, resolution time, and customer satisfaction scores. Conducting regular 1:1s, performance reviews, and coaching sessions to support agent development and maintain high standards. Liaising with couriers to track shipments, resolve delivery issues, and escalate unresolved matters. Managing order changes, cancellations, and amendments directly within the order management system. Collaborating with internal departments, including Operations, Warehouse, and Logistics, to resolve fulfilment challenges. Analysing feedback from Trustpilot, CSAT, and customer reviews to identify themes and inform service improvements. Contributing to the development and implementation of policies, process enhancements, and team guidelines in partnership with the Customer Service Manager. Supporting hiring, onboarding, and training of new advisors, with a focus on maintaining Jellycat's service values and brand tone. Assisting with content maintenance for Help Centre and FAQs. Stepping in during peak periods to assist with customer service queries to ensure coverage and SLA adherence. Representing the UK and ROW customer voice in cross-functional discussions, helping align service delivery with Jellycat's evolving brand experience. You'll have; Proven experience leading or supervising a customer service team, ideally within a DTC e-commerce or retail environment. A strong understanding of UK and ROW customer needs, with a focus on UK. Experience with CRM systems such as Zendesk and working within SLA-driven environments. Strong communication, coaching, and conflict resolution abilities. Proficiency in Microsoft Office tools (Excel, Word, Outlook, Teams). Excellent organisational and multitasking abilities with a high attention to detail. A calm and solution-focused mindset under pressure, with a positive and empathetic approach to customer interactions. A proactive mindset with the ability to spot trends and suggest improvements. A collaborative, with a commitment to team wellbeing and performance. Ideally have familiarity with BigCommerce or similar e-commerce platforms. Experience with reporting tools and interpreting customer data to improve processes.

For a quarter of a century, the Jellycat family has brought joy, wonder, and playful fun to people of all ages around the world. Utterly original and in a class of their own, they are among the most loved and collected toys of their kind. Their whimsical expressions, soft fabrics, and charming design make each toy magical and unmistakable. The Product Data Administrator at Jellycat is responsible for ensuring the accuracy, completeness, and consistency of product data and digital assets across internal systems and customer-facing platforms. This role is essential to supporting the product lifecycle and enabling seamless eCommerce and B2B operations. Responsibilities include: Maintaining and updating product information, including descriptions, specifications, and digital assets, ensuring consistency across the Product Information Management (PIM) system (Akeneo) and ERP platforms (SAP/D365). Conducting regular audits and completeness checks to ensure product data meets internal standards and external requirements. Importing and managing large volumes of product data efficiently; training on internal systems will be provided. Collaborating with the product data team throughout the product creation and launch process to ensure timely and accurate data availability. Working closely with the Product Data Co-ordinator and other departments (eCommerce, marketing, sales, logistics) to align product data with business needs. Generating reports on data quality and performance, proactively identifying and resolving discrepancies. Requirements include: Demonstrated accuracy in data entry and validation, with a strong focus on maintaining data integrity. The ability to manage multiple priorities, meet deadlines, and maintain structured workflows. Basic Excel skills (e.g., VLOOKUP, pivot tables); familiarity with PIM and ERP systems is advantageous. Clear and effective communication skills to liaise with cross-functional teams. The ability to work independently and collaboratively in a fast-paced environment. An analytical mindset with the ability to troubleshoot and resolve data-related issues efficiently.

For a quarter of a century, the Jellycat family have brought joy, wonder and playful fun to people of all ages, in every part of the world. Utterly original and in a class of their own, they are currently among the most loved and collected toys of their kind. How has this gentle tribe endeared themselves to so many? Perhaps it is their whimsical expressions. Or the deliciously soft fabrics. Or the beautiful way in which they sit in your hand. Whatever it is, there is something magical and unmistakeable about each one of them. As part of the Global Production Team, the Head of Quality Control and Assurance will lead and enhance our quality management processes. This pivotal role involves overseeing the quality assurance strategies, ensuring compliance with regulatory requirements as well as, Jellycat enhanced standards maintaining the highest standards of quality throughout our product lifecycle. Ensuring supplier compliance with both safety and visual quality front of mind for our customers. You'll be; Leading the development and implementation of quality assurance policies, systems and procedures. Overseeing the entire quality control process to ensure consistent quality across all products and suppliers. Ensuring compliance with industry regulations and standards. Leading and building a strong team based overseas and in head office. Driving continuous improvement initiatives to enhance product quality and compliance measures. Collaborating with product development teams and suppliers to ensure that quality and safety is integrated into the design and development process. Using customer feedback as part of the quality, safety, and compliance management and improvement planning. Leading investigations and resolution of quality and safety issues, including root cause analysis and corrective action planning and reporting. Analysing quality metrics and prepare reports for management review and external supply partner feedback. You'll have; A proven experience in a senior quality assurance or compliance management role, with leadership responsibilities. ( Ideally10 years experience). An in-depth knowledge of quality control procedures, legal and industry standards/regulations, textile production processes, materials & product testing. A strong analytical and problem-solving skills with a focus on continuous improvement. Excellent communication and leadership abilities with the ability to influence and collaborate with stakeholders at all levels and across countries Familiarity with quality assurance tools. Commitment to staying current with industry trends, regulations, and best practices in quality.

For a quarter of a century, the Jellycat family have brought joy, wonder and playful fun to people of all ages, in every part of the world. Utterly original and in a class of their own, they are currently among the most loved and collected toys of their kind. How has this gentle tribe endeared themselves to so many? Perhaps it is their whimsical expressions. Or the deliciously soft fabrics. Or the beautiful way in which they sit in your hand. Whatever it is, there is something magical and unmistakeable about each one of them. We are seeking a commercially driven and strategic Head of eCommerce to lead our digital business across the UK, Europe and Rest of World. Reporting to the Global Director of eCommerce, this role is responsible for delivering the regional P&L, defining and executing a localised trading strategy, and ensuring the best possible online customer experience. You will lead a UK-based, cross-functional team and act as the regional voice within global initiatives, ensuring local needs are reflected in wider business decisions. Please note that this is an FTC covering Maternity leave. You'll be; 1. Strategic Planning & Trading Partnering with the Director of eCommerce and Finance Business Partner to build regional budgets, sales forecasts, and KPIs. Defining and implementing a trading strategy to meet commercial targets and maximise growth across each local market. Leading the regional eCommerce roadmap, aligning business priorities with technology development to support scalable growth and performance. 2. Site Experience & Optimisation Overseeing day-to-day site performance across all European domains, ensuring timely updates in line with the trade plan, launches, and seasonal campaigns. Optimising the customer journey across navigation, product discovery, merchandising, and mobile to improve conversion and engagement. Driving continuous improvement through data-driven enhancements to UX, CRO, and on-site functionality. Managing platform operations, including third-party apps, performance monitoring, and incident resolution with IT and development teams. 3. Content, Campaigns & Traffic Growth Working closely with global content, brand, and creative teams to deliver engaging, locally relevant site content and storytelling. Ensuring the marketing team and external agencies are briefed on commercial priorities and support campaign execution that drives qualified traffic. Aligning campaign activity with the global brand strategy while ensuring local market relevance. 4. Leadership & Team Development Leading and developing a high-performing cross-functional team covering trading and stock management. Fostering strong collaboration across global teams and internal departments to ensure consistent communication and alignment. 5. Performance Reporting & Insight Producing monthly and quarterly performance reports with actionable insights to optimise trading, site performance, and customer behaviour. Providing regular and adhoc analysis to inform strategic decisions, identify opportunities, and support wider business initiatives. 6. Regional Project Ownership Representing the UK & Europe region in global eCommerce projects, ensuring regional priorities are understood and delivered. Championing process improvement, systems optimisation, and operational efficiency within the eCommerce function. You'll have; Experience ina senior eCommerce, digital trading, or online retail role. A proven track record of delivering eCommerce growth across multi-region markets. A strong understanding of eCommerce platforms, digital marketing, merchandising, UX, and analytics. Experience leading cross-functional teams, ideally in a matrix or global organisation. A commercial mindset with strong analytical and problem-solving skills. Strong attention to detail, highly organised & have excellent communication skills. Adaptable, resilient, and comfortable working in fast-paced environments.

For a quarter of a century, the Jellycat family have brought joy, wonder and playful fun to people of all ages, in every part of the world. Utterly original and in a class of their own, they are currently among the most loved and collected toys of their kind. How has this gentle tribe endeared themselves to so many? Perhaps it is their whimsical expressions. Or the deliciously soft fabrics. Or the beautiful way in which they sit in your hand. Whatever it is, there is something magical and unmistakeable about each one of them. As Jellycat continues to experience remarkable growth and increasing media interest, we are seeking a dynamic and experienced Senior Social and Fanbase Manager to join our growing marketing team. This role will report directly into our Global Head of Marketing in London. As the Senior Social and Fanbase Manager at Jellycat, you will be responsible for spearheading the company's social media strategy and fan engagement program. This role is crucial for managing the rapidly growing and highly engaged social media audience, creating authentic brand desire, and nurturing Jellycat's devoted global fanbase. The role involves leading a team, ensuring exceptional brand experiences, and driving engagement across various social media platforms. This high-profile position is integral to Jellycat's business strategy and growth. You'll be; Leading the social media team to develop and implement a comprehensive social media strategy. Overseeing the management of Jellycat's presence across key social media platforms, including TikTok, Instagram, Facebook, Twitter, LinkedIn and YouTube. Leading the social media team to analyse social media trends, audience insights, and platform updates to optimise strategies and campaigns. Overseeing the development and execution of fan engagement strategies to nurture and grow Jellycat's global fanbase. Overseeing the design and managing initiatives that enhance the fan experience, including exclusive content, events, and community-building activities. Fostering a collaborative and high-performance team culture, setting clear objectives and providing regular feedback and support. Overseeing the recruitment, training, and professional development of team members to ensure continuous growth and skill enhancement. Collaborating with marketing, PR, creative, and product teams to ensure cohesive brand messaging and campaign integration. Partnering with external agencies, influencers, and brand ambassadors to amplify Jellycat's social media presence and fan engagement. Tracking and analysing key performance metrics to assess the effectiveness of social media and fan engagement strategies. Ensuring regular reports are prepared on social media performance, fan engagement, and key insights for senior management. You'll have; A proven experience in a social management role, ideally within a luxury high-profile brand with a highly engaged fanbase. Demonstrated success in developing and executing social media strategies that drive brand growth and engagement. A strong background in team leadership and people management, with experience in developing and mentoring high-performing teams. A deep understanding of social media platforms, tools, and best practices. Strong analytical skills and the ability to interpret social media metrics and insights to drive strategy. A passion for building and nurturing communities. Strategic and results-oriented mindset, with a strong focus on achieving measurable outcomes. A collaborative and team-oriented approach, with excellent interpersonal skills and the ability to work effectively across departments.

Creating original and innovative luxury soft toys, Jellycat combines luxurious fabrics with quirky and cute designs and sells its products online and via stockists throughout the UK, Europe and the rest of the world. Due to ongoing business growth, we are looking to appoint a Sales Trainer, responsible for training our UK Regional Sales team. This role is field-based, working directly with our Sales Managers and Sales Team Leads developing their knowledge and skills in the Jellycat brand, product merchandising, sales techniques and effective management skills, whilst adhering closely to the Jellycat brand and training guidelines. As Sales Trainer, you will be responsible for creating and capturing best practices and processes to ensure all the regional sales managers are aligned. You will ensure the new team is equipped to deliver what exceptional looks like through all our partners, focusing on elevating our brand position, creating brand ambassadors and delivering an exceptional customer experience. The Sales Trainer's role is to elevate the capabilities of our teams to ensure that they are performing to the optimum level in line with Jellycat expectations. You'll be; Training Delivering in-person and virtual training sessions on sales techniques, product knowledge, brand, merchandising and customer service skills. Supporting the development of the field sales team's management skills, such as negotiation skills, effective communication, overcoming resistance, change management and personal impact. Working alongside Regional Sales Managers during meetings with customers and potential customers to provide real-time feedback and coaching. Developing an in-store brand ambassador program. Developing and implementing tailored training to enhance individual and team performance. Delivery of the new hire induction and onboarding program. Performance Assessment In collaboration with Team Leads and UK sales leadership team, monitoring individual and team sales and management performance and providing feedback. Working cross-functionally throughout the business to ensure best practice is implemented and knowledge is shared. Conducting assessments to identify areas of improvement in selling strategies and customer satisfaction. Offering personalised feedback to help Regional Sales Managers and Team Leads meet and exceed goals. Sales Strategy Development: Collaborating with Head of UK Sales to design training that aligns with company goals and sales strategies. Providing input on market trends, best practices and customer needs, helping to shape sales approaches and product offerings. Ongoing Support: A resource for sales teams by providing continuous guidance and support. Researching, proposing and designing training sessions to help onboard new employees and up-skill existing employees. Updating and refreshing training materials regularly to reflect changes in products, services, brand positioning and merchandising. Supporting managers with onboarding. Working with the People Team and sales leadership for onboarding and ongoing development of new hires. Working in the field Traveling across assigned regions to conduct face-to-face training and coaching sessions with regional sales teams. Accompanying Regional Sales Managers on customer calls or visits to observe interactions and provide feedback and suggestions for improvements. Ensuring the team is compliant with company policies and health & safety best practices as remote employees. Reporting & Metrics Tracking and reporting on training outcomes, including improvements in sales figures, conversion rates, and customer satisfaction and brand standards. Analysing data to demonstrate the impact of training programs on overall sales performance. Feeding back the successes and challenges of training and supporting the new field sales team. You'll have; 3-5 years of previous experience in field or customer-facing sales. Demonstrated success in achieving targets and building strong customer relationships. Further track record in sales training or coaching roles. Knowledge of learning principles and effective training techniques. Excellent communication and presentation skills. Knowledge of brand and merchandising guidelines. Analytical skills to evaluate performance data and training impact. Strong problem-solving skills, adaptable to various team dynamics and challenges. Must be comfortable traveling extensively within the U.K. and be away from home. Prepared to work in the field 3 out of 5 days a week supporting our field-based team. Attend and participate in monthly field sales meetings. A valid UK driving license. Familiarity with digital & physical sales tools, CRM systems, marketing & image banks/tools, PixSell and SAP (full training will be given). This role would appeal to someone with a strong background in sales, a passion for coaching, and a willingness to be on the road frequently, helping the team succeed in real-world selling environments.

Creating original and innovative luxury soft toys, Jellycat combines luxurious fabrics with quirky and cute designs and sells its products online and via stockists throughout the UK, Europe and the rest of the world. This exciting role has 3 main areas of focus: identifying business needs within the finance department, leading process reviews, defining change requirements and supporting the delivery of business initiatives in IT systems. The Business Analyst will work on multiple projects touching all areas of the business and collaborate with key stakeholders/partners to ensure the successful delivery of solutions and that they continue to remain fit for purpose. You'll be: Creating meaningful documentation, engaging in research and investigating process improvement opportunities (eitherfor standalone enhancements or as part of a larger program). Performing data mapping to identify and validate relationships, sources and target systems, while maintaining comprehensive documentation. Current State vs. Future State Analysis: Identifying gaps, inefficiencies, potential risks, and mitigation opportunities in current processes. Designing and implementing innovative solutions to address business challenges and enhance the functionality of ERP systems. Collaborating with stakeholders to define future state processes, including benefit analysis and success criteria. Working with supporting applications, PMO and cross-functional business partners to define roadmaps and implementation plans, transitioning from current to future state, identifying key systems and integrations. Requirements Gathering and Analysis: Collaborating with stakeholders to gather requirements, analyse business processes, and identify improvement opportunities. You'll document business requirements through interviews, workshops and analysis, becoming a trusted and empathetic partner. Translating business requirements into logical specifications for development teams. Reviewing business requirements and providing feedback to consulting partners regarding alignment issues or gaps. Working with Technology SMEs and end-users to design, configure and customise ERP solutions that meet functional and non-functional requirements. Analysing and assessing any change requests against documented business benefits throughout the project lifecycle. Journey Mapping: Developing customer and user journey maps to understand interactions and experiences. Identifying pain points and opportunities for process improvements. Transforming individual metrics into KPIs to measure the impact of process changes. Stakeholder Management: Working alongside the Finance Transformation Manager to act as a liaison between business units and IT, ensuring alignment and understanding. Identifying stakeholders impacted by change to manage their expectations. Conducting thorough testing and quality assurance to ensure the reliability and effectiveness of ERP implementations. Planning and executing user acceptance testing and quality assurance activities to ensure solutions meet user expectations. Assisting in developing training materials and sessions for end-users and stakeholders on the features, benefits and usage of ERP solutions. Supporting change management efforts. Collecting and analysing feedback from end-users and stakeholders on the performance and impact of ERP solutions. You'll have: Essential A qualification in Business Analysis or Requirements Engineering, and/or at least 3 years of experience in a Finance Business Analyst role. At least 3 years of experience in Dynamics 365 or AX 2012 Finance and Accounting. Experience in supporting and implementing financial systems solutions (e.g., budgeting, accounts payable, accounts receivable, general ledger, inventory management). Excellent analytical and problem-solving skills, with the ability to translate business needs into technical solutions. Experience in process redesign. Strong analytical and creative problem-solving skills. Strong interpersonal, written, and verbal communication skills. The ability to work effectively with other business analysts, key stakeholders, application administrators, and end users to understand business and functional requirements and translate those requirements into executable work for solution teams. The ability to map business processes into process flow diagrams. Proficiency in manipulating data in Excel, using intermediate formula skills. Desirable: Practical experience with PowerBI and SQL query building is an advantage. A degree in MIS, finance, accounting or business is a plus.