German Customer Experience Executive 1. To focus on proactively handling the emotion-based experience of our customers in the UK 2. To truly innovate when it comes to creating moments of wow within the customer journey 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. 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. Relentlessly focus on increasing our Trust Pilot and NPS rating in all countries to be best in class Day to day responsibilities Deliver personalised advice reactively and proactively to our customers through various communication methods, such as phone calls, live chat, email and social media Manage real-time Social Media DMs, helping to build our communities and deliver a real time, personalised experience to our customers Handle operational elements of our customer’s experience with the brand including order and delivery queries Manage your daily tasks, output and achievement to set KPIs, with the goal of outperforming to expectation Constant management & delivery of key performance targets Work closely with the wider marketing team to deliver personal and on brand experience to our customers Ensure the brand is represented to the highest possible degree in all interactions, posts, engagements across all countries at all times Requirements A team player and lover of hitting targets Growing strategic mindset and appreciation Creative and lover of brands Avid self-learner & teacher You have high standards for quality of delivery from yourself and from others You are positively impatient You are great at building positive, productive relationships You have excellent interpersonal skills, and you are able to clearly communicate You are a highly motivated self-starter with a flexible, can-do attitude You are an uncommonly fast-learner You place a high value on delivering business impact Essentially required 1. Language capabilities and high standard of written and spoken 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. Passion for health, fitness and training Join Protein Works: Home of the Best Shakes on the Planet Established on December 12th, 2012, Protein Works was driven by a relentless pursuit of innovation in the nutrition industry. Our journey began with a simple yet powerful idea: to rock the foundations of a stagnant industry by prioritising quality, unbeatable taste, and exceptional service. From humble beginnings where we huddled around laptops in coffee shops to now having a state-of-the art facility in Cheshire, where we manufacture and ship our products worldwide, we have sold over 250 million shakes and counting, earning the trust of our customers around the world who come to us for products that enable them to lead healthier lives. Protein Works today stands proudly as one of the UK’s fastest-growing multi-award-winning consumer food brands, specialising in nutrition-packed protein shakes and meals that not only taste amazing but are nutrition-packed as well. At Protein Works, we believe in more than just superficial results. We're focused on helping our customers feel better, not just look good. We understand that if healthy can taste good, then we're not just selling products; we're partnering with our customers on their journey to a healthier, more balanced life. Our commitment to excellence is reflected in every aspect of our brand: from our state-of-the-art, in-house production facilities to our experienced team of nutritionists and industry experts. We meticulously craft each product to deliver the absolute best flavour, texture, and nutrition, catering to a variety of dietary needs and preferences. Whether it's our premium protein shakes, complete meals, wellness supplements, or high protein snacks, every Protein Works product undergoes rigorous testing to meet our high standards and deliver exceptional value to our customers. Benefits Free drinks and snacks Exclusive staff discount Cycle to work scheme Hybrid working: WFH on Fridays Private Healthcare 25 days holiday all bank holidays Pension scheme Staff socials and events Fantastic Bonus Scheme Enhanced Holiday Scheme