Dept
JOB PURPOSE: We are always on the lookout for new talent. Whether you're looking to kick-start your social career, are a hands-on Community Management specialist, or are a seasoned Social Media or Influencer Manager with deep campaign and creator experience, we would love to hear from you. As part of our embedded inhouse model, you will be employed by DEPT but embedded within our Client's team. From your day-to-day responsibilities, collaborations and deliverables, you'll operate directly within the client team, allowing for the best of both worlds: the close-knit feel and impact of working inhouse, alongside access to the benefits, opportunities and support that DEPT offers. Your objective will be to realize the cultural potential of the Client across social channels, driving salience, organic growth, and brand loyalty. You will manage community interaction, social strategies, creator programs, and social-first campaigns across key platforms (Meta, TikTok, Pinterest, Snapchat), acting as the voice of the community internally while managing event presence and creator collaborations to make the Client a brand everyone talks about. What You'll Do Develop and implement social editorial and community strategies across key categories, aligning organic social content with business goals, brand objectives, and RTBs. Lead end-to-end influencer programs - talent discovery, contracting, and briefing to content co-creation and campaign performance tracking. Drive day-to-day community management, crafting engaging, on-brand social copy and directly interacting with online communities across social handles to foster brand fandom. Utilize social management platforms to schedule content, manage workflows, monitor ongoing conversations, and generate monthly and quarterly performance reports. Act as the voice of the community internally, synthesizing real-time feedback, social listening insights, and audience sentiment to inform future briefs and business strategies. Support cross-functional campaign execution and assist in filling out creative briefs based on top-performing content and trends. Manage paid boosting strategies for always-on content and strategic activations in collaboration with media specialists and agency partners. Represent the Client at key industry and category events, supporting on-site social coverage and community connection. Cultivate direct relationships with major social platforms (Meta, TikTok, Sprinklr), positioning the Client as an innovative launch partner for new formats and tool features. Maintain an in-depth understanding of the Client's brand guidelines, target audiences, and category priorities to act as a trusted creative adviser across social touchpoints. What You Bring We're open to seeing different levels of experience across social media management, community engagement, and influencer strategy. Experience working with external agency partners is a plus Proven track record in community or social media management for major retail, lifestyle, or category-focused brands. Strong experience managing influencers or creators, with an understanding of talent briefing, content management, and measurement tools (experience with platforms like LTK is a bonus). Familiarity or proficiency with social management and workflow tools such as Sprinklr and Excellent social copywriting and editing skills with a natural ability to inspire, engage, and connect with diverse online communities. Customer-obsessed creative thinker who lives and breathes internet culture, emerging trends, and native social formats. Data-driven mindset with experience conducting social listening, channel analytics, and performance reporting to optimize ongoing campaign efforts. Cool under pressure with a strong sense of urgency, meticulous attention to detail, and the ability to meet tight deadlines without sacrificing quality. Strong interpersonal and stakeholder management skills to collaborate seamlessly across global matrix teams and external partners. Ability and willingness to travel to key industry events regularly. WE OFFER A flexible hybrid working policy to enjoy the best of both worlds (2-3 days from the Client office). Early Finish Fridays, kickstart your weekend early with alternating early-finish Fridays. 26 days paid holiday, plus UK Bank Holidays. Access to dedicated mental health resources including enhanced sick pay scheme, employee assistance programme and trained Mental Health First Aiders. Company Pension Scheme. Access to a Private Medical Insurance or Cash Plan scheme. Season Ticket Loan, interest-free Season Ticket Loans to help spread the cost of travel. Cycle to Work Scheme, save money on a new bike and equipment. EV Car Scheme, access to an electric vehicle via a salary sacrifice arrangement. Enhanced family-friendly policies to support parents. Workplace Nursery Scheme, save on childcare by paying for nursery fees through a tax-efficient salary sacrifice scheme. DEPT Allowance, a dedicated company contribution to spend on either your professional development or personal wellbeing. Social and Cultural Events, plenty of opportunities to connect with colleagues through organised activities and celebrations. Learning and Development, continuous growth opportunities through internal training, and "inspirational talks" guest speakers. Buddy Program, you will be paired with a 'Buddy' to help you navigate your first weeks' at DEPT . A Certified BCorp Agency and is multi-award winning "Agency of the Year". Awesome clients. Whether big or small, local or global, at DEPT you'll get the opportunity to work with clients of all sizes and across all industries. And we celebrate all of our successes together! Global DEPT Cares Month, an annual initiative where our teams donate their professional skills and time to support local charities and pr-bono projects. WHY DEPT ? We are a Growth Invention company built to help the world's most ambitious brands grow faster. Operating at the intersection of technology and marketing, we create what is next by pioneering ideas, acting fast, and moving further because standing still just is not in our DNA. We are drawn to people who stay curious, move with intent, and never stop inventing. Our culture runs on three values: better together, relentlessly curious, and get sh t done. It is how we work, how we grow, and how we make things that matter. At DEPT , you will find the freedom to explore, the space to collaborate, and the trust to make a real impact for our clients, for each other, and for the world we are helping to build. DIVERSITY, EQUITY & INCLUSION At DEPT , we take pride in creating an inclusive workplace where everyone has an equal opportunity to thrive. We actively seek to recruit, develop, nurture, and retain talented individuals from diverse backgrounds, with varying skills and perspectives. We also encourage you to reach out to us and discuss any reasonable adjustments we can make to support you throughout the recruitment process
JOB PURPOSE: We are always on the lookout for new talent. Whether you're looking to kick-start your social career, are a hands-on Community Management specialist, or are a seasoned Social Media or Influencer Manager with deep campaign and creator experience, we would love to hear from you. As part of our embedded inhouse model, you will be employed by DEPT but embedded within our Client's team. From your day-to-day responsibilities, collaborations and deliverables, you'll operate directly within the client team, allowing for the best of both worlds: the close-knit feel and impact of working inhouse, alongside access to the benefits, opportunities and support that DEPT offers. Your objective will be to realize the cultural potential of the Client across social channels, driving salience, organic growth, and brand loyalty. You will manage community interaction, social strategies, creator programs, and social-first campaigns across key platforms (Meta, TikTok, Pinterest, Snapchat), acting as the voice of the community internally while managing event presence and creator collaborations to make the Client a brand everyone talks about. What You'll Do Develop and implement social editorial and community strategies across key categories, aligning organic social content with business goals, brand objectives, and RTBs. Lead end-to-end influencer programs - talent discovery, contracting, and briefing to content co-creation and campaign performance tracking. Drive day-to-day community management, crafting engaging, on-brand social copy and directly interacting with online communities across social handles to foster brand fandom. Utilize social management platforms to schedule content, manage workflows, monitor ongoing conversations, and generate monthly and quarterly performance reports. Act as the voice of the community internally, synthesizing real-time feedback, social listening insights, and audience sentiment to inform future briefs and business strategies. Support cross-functional campaign execution and assist in filling out creative briefs based on top-performing content and trends. Manage paid boosting strategies for always-on content and strategic activations in collaboration with media specialists and agency partners. Represent the Client at key industry and category events, supporting on-site social coverage and community connection. Cultivate direct relationships with major social platforms (Meta, TikTok, Sprinklr), positioning the Client as an innovative launch partner for new formats and tool features. Maintain an in-depth understanding of the Client's brand guidelines, target audiences, and category priorities to act as a trusted creative adviser across social touchpoints. What You Bring We're open to seeing different levels of experience across social media management, community engagement, and influencer strategy. Experience working with external agency partners is a plus Proven track record in community or social media management for major retail, lifestyle, or category-focused brands. Strong experience managing influencers or creators, with an understanding of talent briefing, content management, and measurement tools (experience with platforms like LTK is a bonus). Familiarity or proficiency with social management and workflow tools such as Sprinklr and Excellent social copywriting and editing skills with a natural ability to inspire, engage, and connect with diverse online communities. Customer-obsessed creative thinker who lives and breathes internet culture, emerging trends, and native social formats. Data-driven mindset with experience conducting social listening, channel analytics, and performance reporting to optimize ongoing campaign efforts. Cool under pressure with a strong sense of urgency, meticulous attention to detail, and the ability to meet tight deadlines without sacrificing quality. Strong interpersonal and stakeholder management skills to collaborate seamlessly across global matrix teams and external partners. Ability and willingness to travel to key industry events regularly. WE OFFER A flexible hybrid working policy to enjoy the best of both worlds (2-3 days from the Client office). Early Finish Fridays, kickstart your weekend early with alternating early-finish Fridays. 26 days paid holiday, plus UK Bank Holidays. Access to dedicated mental health resources including enhanced sick pay scheme, employee assistance programme and trained Mental Health First Aiders. Company Pension Scheme. Access to a Private Medical Insurance or Cash Plan scheme. Season Ticket Loan, interest-free Season Ticket Loans to help spread the cost of travel. Cycle to Work Scheme, save money on a new bike and equipment. EV Car Scheme, access to an electric vehicle via a salary sacrifice arrangement. Enhanced family-friendly policies to support parents. Workplace Nursery Scheme, save on childcare by paying for nursery fees through a tax-efficient salary sacrifice scheme. DEPT Allowance, a dedicated company contribution to spend on either your professional development or personal wellbeing. Social and Cultural Events, plenty of opportunities to connect with colleagues through organised activities and celebrations. Learning and Development, continuous growth opportunities through internal training, and "inspirational talks" guest speakers. Buddy Program, you will be paired with a 'Buddy' to help you navigate your first weeks' at DEPT . A Certified BCorp Agency and is multi-award winning "Agency of the Year". Awesome clients. Whether big or small, local or global, at DEPT you'll get the opportunity to work with clients of all sizes and across all industries. And we celebrate all of our successes together! Global DEPT Cares Month, an annual initiative where our teams donate their professional skills and time to support local charities and pr-bono projects. WHY DEPT ? We are a Growth Invention company built to help the world's most ambitious brands grow faster. Operating at the intersection of technology and marketing, we create what is next by pioneering ideas, acting fast, and moving further because standing still just is not in our DNA. We are drawn to people who stay curious, move with intent, and never stop inventing. Our culture runs on three values: better together, relentlessly curious, and get sh t done. It is how we work, how we grow, and how we make things that matter. At DEPT , you will find the freedom to explore, the space to collaborate, and the trust to make a real impact for our clients, for each other, and for the world we are helping to build. DIVERSITY, EQUITY & INCLUSION At DEPT , we take pride in creating an inclusive workplace where everyone has an equal opportunity to thrive. We actively seek to recruit, develop, nurture, and retain talented individuals from diverse backgrounds, with varying skills and perspectives. We also encourage you to reach out to us and discuss any reasonable adjustments we can make to support you throughout the recruitment process
ADM
Your Responsibilities A vital DTC role supporting the digital evolution of our B2C Health & Wellness business. Our ambition is to grow our digital-first brands rapidly via direct-to-consumer and eCommerce channels across our human and animal biotic portfolios under the Bio-Kult and Protexin brands. This is a dynamic role with responsibility for driving the growth and performance of the DTC channel, delivering profitable online sales through best-in-class eCommerce execution, digital acquisition, and customer journey optimisation. You will develop and execute a data-led DTC strategy across multiple brand websites, supporting wider commercial and brand objectives, and manage daily performance marketing and eCommerce operations, ensuring alignment with stock, promotions, and business priorities. Working cross-functionally with Digital, SEO, Brand, you will champion a test-and-learn culture - using data, analytics, and conversion rate optimisation to grow subscriptions, maximise customer lifetime value, and strengthen retention across the portfolio. Own day-to-day management of DTC platforms (Shopify) ensuring accuracy of product, pricing, content and promotions across multiple brand websites. Deliver promotional calendar execution across website, email and coordinating with Media managers to execute the overall consumer plan, ensuring consistency with brand guidelines and commercial priorities. Collaborate with Supply Chain, Customer Service and Finance to align stock availability, fulfilment, forecasting and promotional activity. Manage merchandising, product launches and site content updates to maximise on-site sales performance. Partner with the SEO, Media and Brand teams to ensure organic and paid strategies work together to grow qualified traffic and new customer acquisition. Optimise the end-to-end customer journey, from landing page through checkout and post-purchase, to improve conversion, average order value and retention. Implement a structured A/B and multivariate testing programme across creatives, audiences, landing pages and on-site experiences, building a documented test-and-learn roadmap. Working with Website manager to use behavioural analytics (e.g. GA4, heatmapping, session recording) to identify friction points and prioritise optimisation opportunities. Drive growth of the subscription programme, improving subscriber acquisition, reducing churn and increasing subscriber lifetime value. Own retention and CRM activity, developing segmented email and lifecycle marketing flows (welcome, replenishment, win-back, loyalty) to maximise repeat purchase rates. Develop and track customer lifetime value (CLV) models, using insight to inform acquisition spend, retention investment and promotional strategy. Work cross-functionally with Digital, SEO, Brand, CRM and Commercial teams to ensure the DTC channel supports wider brand and business objectives. Skills and Abilities: Strong working knowledge of Shopify, including product, pricing, promotion and content management. Hands-on experience with Klaviyo (or similar CRM/email platform) for segmentation, flows and lifecycle marketing. Excellent analytical skills to interpret traffic, conversion, retention and sales data, with strong proficiency in GA4 and reporting dashboards. Working knowledge of performance marketing platforms (Google Ads, Meta) and digital acquisition metrics (ROAS, CAC, CLV). Understanding of CRO principles and structured A/B testing methodologies. Ability to work in a team and on own initiative. Education and Experience: 3-5+ years' experience in eCommerce / DTC roles, ideally with digital-first consumer brands Proven track record of delivering sales plans aligned to gross sales, net sales and profit delivery. Proven track record of growing direct-to-consumer websites and eCommerce customer bases. Hands-on Shopify experience essential; Klaviyo experience strongly preferred. Experience running performance marketing campaigns and managing digital budgets, either directly or through agencies. Experience with subscription models, retention marketing and CRM programmes beneficial.
Your Responsibilities A vital DTC role supporting the digital evolution of our B2C Health & Wellness business. Our ambition is to grow our digital-first brands rapidly via direct-to-consumer and eCommerce channels across our human and animal biotic portfolios under the Bio-Kult and Protexin brands. This is a dynamic role with responsibility for driving the growth and performance of the DTC channel, delivering profitable online sales through best-in-class eCommerce execution, digital acquisition, and customer journey optimisation. You will develop and execute a data-led DTC strategy across multiple brand websites, supporting wider commercial and brand objectives, and manage daily performance marketing and eCommerce operations, ensuring alignment with stock, promotions, and business priorities. Working cross-functionally with Digital, SEO, Brand, you will champion a test-and-learn culture - using data, analytics, and conversion rate optimisation to grow subscriptions, maximise customer lifetime value, and strengthen retention across the portfolio. Own day-to-day management of DTC platforms (Shopify) ensuring accuracy of product, pricing, content and promotions across multiple brand websites. Deliver promotional calendar execution across website, email and coordinating with Media managers to execute the overall consumer plan, ensuring consistency with brand guidelines and commercial priorities. Collaborate with Supply Chain, Customer Service and Finance to align stock availability, fulfilment, forecasting and promotional activity. Manage merchandising, product launches and site content updates to maximise on-site sales performance. Partner with the SEO, Media and Brand teams to ensure organic and paid strategies work together to grow qualified traffic and new customer acquisition. Optimise the end-to-end customer journey, from landing page through checkout and post-purchase, to improve conversion, average order value and retention. Implement a structured A/B and multivariate testing programme across creatives, audiences, landing pages and on-site experiences, building a documented test-and-learn roadmap. Working with Website manager to use behavioural analytics (e.g. GA4, heatmapping, session recording) to identify friction points and prioritise optimisation opportunities. Drive growth of the subscription programme, improving subscriber acquisition, reducing churn and increasing subscriber lifetime value. Own retention and CRM activity, developing segmented email and lifecycle marketing flows (welcome, replenishment, win-back, loyalty) to maximise repeat purchase rates. Develop and track customer lifetime value (CLV) models, using insight to inform acquisition spend, retention investment and promotional strategy. Work cross-functionally with Digital, SEO, Brand, CRM and Commercial teams to ensure the DTC channel supports wider brand and business objectives. Skills and Abilities: Strong working knowledge of Shopify, including product, pricing, promotion and content management. Hands-on experience with Klaviyo (or similar CRM/email platform) for segmentation, flows and lifecycle marketing. Excellent analytical skills to interpret traffic, conversion, retention and sales data, with strong proficiency in GA4 and reporting dashboards. Working knowledge of performance marketing platforms (Google Ads, Meta) and digital acquisition metrics (ROAS, CAC, CLV). Understanding of CRO principles and structured A/B testing methodologies. Ability to work in a team and on own initiative. Education and Experience: 3-5+ years' experience in eCommerce / DTC roles, ideally with digital-first consumer brands Proven track record of delivering sales plans aligned to gross sales, net sales and profit delivery. Proven track record of growing direct-to-consumer websites and eCommerce customer bases. Hands-on Shopify experience essential; Klaviyo experience strongly preferred. Experience running performance marketing campaigns and managing digital budgets, either directly or through agencies. Experience with subscription models, retention marketing and CRM programmes beneficial.
Wolviston Management Services
Eaglescliffe, County Durham
Wolviston Management Services are delighted to be supporting a growing and ambitious KBB e-commerce business in the appointment of a Head of Customer Experience . This is a strategic leadership position with Board-level visibility and influence, offering the opportunity to shape and deliver a customer experience strategy that drives customer loyalty, operational excellence and commercial performance. The successful candidate will take ownership of the end-to-end customer journey, transforming customer service into a market-leading customer experience function. The Role Reporting directly to the Board of Directors / CEO, you will lead the development and execution of the company's Customer Experience strategy, ensuring every interaction reflects the brand's values and commitment to excellence. Working collaboratively across Sales, Marketing, Operations, Logistics and Installation teams, you will use customer insight, data and continuous improvement initiatives to create a best-in-class customer journey across all touchpoints. This role requires an experienced customer experience leader with a proven track record of driving measurable improvements in customer satisfaction, customer retention and operational performance within a fast-paced e-commerce environment. Key Responsibilities Develop and implement a company-wide Customer Experience strategy aligned to business objectives. Lead the ongoing evolution of customer service into a proactive, customer-centric experience function. Present customer performance insights, trends and strategic recommendations directly to the Board. Champion a customer-first culture across all areas of the business. Map, analyse and continuously improve the end-to-end customer journey. Own and enhance Voice of Customer programmes, including NPS, CSAT and Customer Effort Score initiatives. Develop and manage customer experience KPIs, SLAs and executive reporting dashboards. Drive continuous improvement initiatives that improve customer satisfaction, loyalty and advocacy. Collaborate with cross-functional teams to ensure a seamless customer experience across all channels. Lead, coach and develop Customer Experience and Customer Service managers, building a high-performing team culture. About You To be successful in this role, you will bring: Several years' experience operating at Head of Customer Experience level or within a comparable senior leadership role. Strong experience within the KBB (Kitchen, Bedroom & Bathroom) sector. Proven background in a fast-paced e-commerce and omnichannel retail environment. Demonstrable success in developing and implementing customer experience strategies that deliver measurable results. Experience presenting to and influencing Board-level stakeholders. Strong commercial awareness and a data-driven approach to decision making. Expertise in customer journey mapping, customer insight and continuous improvement methodologies. Experience leading and developing customer experience and service teams. Excellent stakeholder management and change leadership capabilities. Technical Skills & Expertise Expert knowledge of NPS, CSAT, CES and Voice of Customer programmes. Customer journey mapping and service design. CRM systems and customer analytics platforms. KPI development, reporting and dashboard creation. Customer service and customer experience leadership. Change management and continuous improvement frameworks. Why Apply? This is a rare opportunity to join the senior leadership team of a growing KBB business and make a meaningful impact on the future direction of the customer experience function. You will have genuine influence at Board level, the opportunity to shape company-wide strategy, and the autonomy to deliver lasting improvements across the customer journey. If you're a strategic customer experience leader with a passion for delivering exceptional service and driving business performance, we'd love to hear from you.
Wolviston Management Services are delighted to be supporting a growing and ambitious KBB e-commerce business in the appointment of a Head of Customer Experience . This is a strategic leadership position with Board-level visibility and influence, offering the opportunity to shape and deliver a customer experience strategy that drives customer loyalty, operational excellence and commercial performance. The successful candidate will take ownership of the end-to-end customer journey, transforming customer service into a market-leading customer experience function. The Role Reporting directly to the Board of Directors / CEO, you will lead the development and execution of the company's Customer Experience strategy, ensuring every interaction reflects the brand's values and commitment to excellence. Working collaboratively across Sales, Marketing, Operations, Logistics and Installation teams, you will use customer insight, data and continuous improvement initiatives to create a best-in-class customer journey across all touchpoints. This role requires an experienced customer experience leader with a proven track record of driving measurable improvements in customer satisfaction, customer retention and operational performance within a fast-paced e-commerce environment. Key Responsibilities Develop and implement a company-wide Customer Experience strategy aligned to business objectives. Lead the ongoing evolution of customer service into a proactive, customer-centric experience function. Present customer performance insights, trends and strategic recommendations directly to the Board. Champion a customer-first culture across all areas of the business. Map, analyse and continuously improve the end-to-end customer journey. Own and enhance Voice of Customer programmes, including NPS, CSAT and Customer Effort Score initiatives. Develop and manage customer experience KPIs, SLAs and executive reporting dashboards. Drive continuous improvement initiatives that improve customer satisfaction, loyalty and advocacy. Collaborate with cross-functional teams to ensure a seamless customer experience across all channels. Lead, coach and develop Customer Experience and Customer Service managers, building a high-performing team culture. About You To be successful in this role, you will bring: Several years' experience operating at Head of Customer Experience level or within a comparable senior leadership role. Strong experience within the KBB (Kitchen, Bedroom & Bathroom) sector. Proven background in a fast-paced e-commerce and omnichannel retail environment. Demonstrable success in developing and implementing customer experience strategies that deliver measurable results. Experience presenting to and influencing Board-level stakeholders. Strong commercial awareness and a data-driven approach to decision making. Expertise in customer journey mapping, customer insight and continuous improvement methodologies. Experience leading and developing customer experience and service teams. Excellent stakeholder management and change leadership capabilities. Technical Skills & Expertise Expert knowledge of NPS, CSAT, CES and Voice of Customer programmes. Customer journey mapping and service design. CRM systems and customer analytics platforms. KPI development, reporting and dashboard creation. Customer service and customer experience leadership. Change management and continuous improvement frameworks. Why Apply? This is a rare opportunity to join the senior leadership team of a growing KBB business and make a meaningful impact on the future direction of the customer experience function. You will have genuine influence at Board level, the opportunity to shape company-wide strategy, and the autonomy to deliver lasting improvements across the customer journey. If you're a strategic customer experience leader with a passion for delivering exceptional service and driving business performance, we'd love to hear from you.
