If You Don’t Know, Now You Know… This is Protein Works
Rewind to 12th December 2012. Out of a freezing cold office (because we couldn’t afford heating back then!), our founders huddled round a couple of computer screens. This was the moment. After a year of working round the clock and a lifetime of tempering the thirst to create a world-class brand, we pressed LAUNCH. That was the moment Protein Works website went live to the globe.
It’s not an overly fancy story, we know. There’re no garages worked out of, no office in the Bay Area to talk up. But fancy isn’t in our DNA, innovation is. With the idea to rock the very foundations of a sports nutrition industry that had become complacent, we set out to create an online sports nutrition brand that put pure quality & wow service before lowest possible price. With that vision and all it entails; we knew we’d be the underdogs from the very beginning. But you know what? We love that.
Fast forward almost 8 years and the journey from humble Cheshire beginnings, to over 1 million orders shipped globally may be in the bag, but our future is just beginning…
At our very core we believe in innovation in everything we touch. It’s engrained in our product range, in our people and in our proposition.
So of course, it follows naturally that we believe in an in-house approach to everything. We purposely put the talent and expertise that our business thrives on in the sole care of ourselves and our team. In short, we don’t ‘do’ agencies, and we categorically believe that if there’s a solution to be had – our team are the best ones to devise and deliver it. As such, Protein Works is an entrepreneurial place that values those people who want to make a dent, don’t want to be held back & don’t do politics. Our people are bored with ‘corporate’, are positively impatient & passionate self-learners. The culture is fast paced, supportive, and audacious.
The way our business is built and what we’re capable of, reflects that mindset.
At our Cheshire based HQ we handle the full business mix - a vast facility over two sites and over 75,000 square feet. On one site you’ll find everything from our Operations Department, including Finance & Customer Experience to Fulfilment and Warehousing, On the second site, you’ve got the engine room of Manufacturing, Product Development, Technology and Digital Marketing teams. Our award-winning Sales & Marketing Team handle the full Performance Marketing mix, Brand Management, Design, Customer Experience, Content Creation, SEO and CRO and Trading. Is it a squeeze? Sure. But only when it comes to knowledge base! We do this on purpose because we believe that our business is best when it collaborates and moves as one. It’s super charges personal and business growth.
This is your chance get on board! Bag yourself a newly created role ripe for growth, change and your personal stamp. You’ll be part of a wave of new talent coming into the brand to deliver the next fast growth phase of the business which sees Customer Experience as key to our success. Work with like-minded, passionate people, handle some exciting elements of the customer experience internationally and have a level of autonomy normal people would be scared of, whilst enjoying flexible working, in a market that is buzzing, in offices purposely located out of the jammed city centre, in the suburbs of the northern digital hub.
You and members of your team will be new to the role, giving you fantastic comradery from the off whilst being flanked by the CMO who’s over 12 years digital retail experience & 3 years’ experience at the brand and a passionate approach to customer experience and brand management – two core elements you’ll be driving. You’ll take the lead on implementing our new Customer Wow programme internationally, across our customer base, getting the opportunity to grow into a truly global role within this customer focused, marketing role.
A huge growth area for the business you’ll be walking into a channel where there is challenge. You’ll make the processes and implementation your own, driving ROI and innovation, knowing you have the support and coaching around you to be a success.
Put clearly, right now, we’re on a mission to discover talent who can come in to our team and deliver from day one. We’re looking to enhance our internal expertise and the speed of execution. These new VIPs will play a key and prominent role in delivering to plan.
In short, we’re offering seats on the rocket ship right now and are buzzing about our future journey with new talent adding fuel to the fire!
The Role: Customer Wow Executive UK & Germany
This is a newly formed role within the business and has been created for three primary reasons;
1. To focus on proactively handling the emotion-based experience of our customers in the UK & EU
2. To truly innovate when it comes to creating moments of wow within the customer journey
3. To ignite a personalised strategy that sees us dominate the market of personalised nutrition
Reporting initially to the CMO, you and the wider Customer Wow Team will be responsible managing our customers interactions with our brand in the UK and EU, across typical customer services channels as well as proactive personalised outreach. You’ll also be working closely with our Digital Marketing experts to support content creation translations and SWOT analysis’ within SEO, PPC and Affiliates and Partnerships, whilst taking an active role in the management of our social communities in real time. You’ll impact the growth of the business by increasing our new customer numbers and heavily impacting our retention rates, creating an organic impact that supercharges our word of mouth marketing, brand loyalty and advocacy. You’ll be targeted on a variety of customer focused KPIs which will ultimately lead to growth of the business.
Your commercial eye will look to hit your targets as efficiently as possible for the business and your creative flair will look to do this as impactfully as possible for our customers as they experience our brand through the touch points you control. As such you’ll be challenged to manage your commercials and the brand in all aspects of your role. You’ll be part of a team of 4, with your colleagues executing the same strategy, with a language asset that differs to yours. Your team forms part of a wider team called ‘The Nerve Centre’ which sits within the wider Sales & Marketing Team and is the place where we are the custodians of customer experience and emotion. You’ll be flanked by the Spend Centre where we drive Acquisition and The Revenue Centre, where we drive Trading. The three teams will be really exciting places to be as we look to deliver to target successfully and collectively – with fun along the way!
Whilst you’ll be a number and target driven person and your understanding of brand management and focus on the customer will be a key driver in the way you manage our brand proposition with integrity and passionate focus on the customers perception and experience.
Immediate Responsibilities and Hot Projects
Plot, Plan and Deliver on the following:
1. Be actively involved in driving change from a service based to experience-based approach to Customer Management
2. Take on the implementation of core KPIs to measure our effectiveness in executing our new Wow strategy
3. Input on areas where we can automate services, including FAQs, PDRs, Chat Bot Responses etc.
4. Relentlessly focus on increasing our Trust Pilot and NPS rating in all countries to be best in class.
5. Deliver on a German key translations for all our product copy and adwords copy to ensure our customers get the best level of information and that our pages are SEO optimised and our Search Ads are effective at driving CTR
The Things You’ll Nail as Standard
1. Deliver personalised nutrition advice reactively and proactively to our customers through various communication methods, such as phone calls, live chat, email and social media
2. Manage real-time Social Media DMs, helping to build our communities and deliver a real time, personalised experience to our customers
3. Work actively with our Performance Marketing team, translating from English into German to ensure our commercial, SEO, PPC and Partnership strategies are executed in your market and are on brand and effective
4. Handle operational elements of our customer’s experience with the brand including order and delivery queries
5. Highlight areas within our customer experience that would benefit from automation or investment in order to better our customers experience and offer solutions and ideas for consideration
6. Manage your daily tasks, output and achievement to set KPIs, with the goal of outperforming to expectation
7. Work with our NPD and Compliance departments to ensure German market adheres to best practise
8. Constant management & delivery of key performance targets
9. Work closely with the wider marketing team to deliver personal and on brand experience to our customers
10. Real time monitoring of service performance, co-ordinating with trading teams to deliver to target
11. Ensure the brand is represented to the highest possible degree in all interactions, posts, engagements across all countries at all times
You’re Naturally Like This…
1. A team player and lover of hitting targets
2. Growing strategic mindset and appreciation
3. Creative and lover of brands
4. Passionate about service, helping people and getting a kick on the extra mile
5. Avid self-learner & teacher
6. Able to trade-off short & long-term targets and have a history of making the right calls
7. PYou have high standards for quality of delivery from yourself and from others
8. You are positively impatient.
9. You are great at building positive, productive relationships
10. You have excellent interpersonal skills, and you are able to clearly communicate
11.You are a highly motivated self-starter with a flexible, can-do attitude
12. You are an uncommonly fast-learner
13. You place a high value on delivering business impact
Non-Negotiables
1. Language capabilities and high standard of written and spoken English and German
2. Customer service or sales experience – we need to see you can handle people effectively
3. Proven experience and an impressive track record of self-development
4. Creative, high energy, innovative, proactive and resourceful individual ready to take on a challenge
5. Proven track record of delivering to target
6. Relationship builder at speed and scale and able to show evidence of this
7. Keen negotiator and have a track record to talk of, even if that’s personal negotiations, they all count!
8. Degree educated ideally in a nutrition-based subject
9. Passion for health, fitness and training
Desirables
1. An understanding of / experience in FMCG
2. Experience working for an Ecommerce brand
3. An understanding of / experience in digital marketing channels
We Think This Type of Person Would Kill the Role!
1. A sports nutrition graduate looking to utilise their degree in advising capacity
2. A marketing grad looking for an exciting hybrid role
3. A language speaker looking to get into marketing
4. Someone looking to unleash their potential in a progressive company and demolish a target
