Consumer Experience

Job Title: Consumer Experience & Advocacy Manager

Location: Home Based(Occasional travel will be required to sites & events).

Do you want to shape how consumers experience our brands, NAF and Natural VetCare, every day?

We're looking for a Consumer Experience & Advocacy Manager to be the frontline voice of our brand — handling advice and feedback across all consumer service channels, while also creating exciting new ways to engage and inspire our equine and pet-loving communities. This role is equal parts service excellence and community building: you'll ensure every interaction leaves a positive impression and turn great experiences into lasting advocacy.

What you\'ll be doing:

• Managing all consumer support channels — phone, email, webchat, and social DMs.
• Ensuring response commitments and service standards are consistently met across both brands.
• Reporting regularly on consumer queries, issues, and satisfaction scores.
• Handling consumer complaints and escalations with professionalism, empathy, and timely resolutions.
• Spotting opportunities to improve consumer service through new tools, processes, and approaches.
• Monitoring and engaging with online communities
• Driving consumer advocacy initiatives, referral, testimonial, and ambassador programmes.
• Gathering consumer insights and feeding the "voice of the customer" back into the business.
• Managing brand reputation on review platforms with thoughtful, strategic responses.
• Supporting events both virtual and in-person.

What you\'ll bring:

• Proven experience in consumer service, customer support, or community management.
• A passion for creating memorable consumer experiences.
• Ability to introduce and champion new service and engagement tools.
• Strong digital and social media engagement skills.
• Deep knowledge and genuine passion for equine and pet care and welfare.
• A consumer-first mindset, collaborative approach, and resilience.
• Experience managing consumer feedback and turning learnings into action.
• Excellent written and verbal communication skills, adaptable across consumer and community contexts.

Where growth meets purpose

What sets us apart is how we delight our customers - and that's because of great people like you. People with different life experiences who share common values. Together, we're shaping a world where responsible nutrition is accessible to all. With a big goal comes equally big opportunities to make a career that truly feels like your own. As a team we're collaborative, purpose-driven and encourage trying new ideas. We also find ways to nourish your individual journey, so everyone can feel proud of the difference that they make in their own way.

We're thrilled to share that AB Agri has been recognised as one of The Times Top 50 Employers for Gender Equality 2025. This is a proud moment for us all. It highlights the real progress we've made to build a workplace that is inclusive, supportive, and fair for everyone. Over the last 5 years we have rebuilt our talent management practices, from inclusive hiring, to transparent pay frameworks, flexible work, and the momentum of our Employee Network Groups. Our actions are embedding inclusion at the heart of how we operate and creating a culture where people can be themselves

As a Disability Confident employer, we're committed to ensuring our application and recruitment processes work for everyone so if you need any additional support (like alternative formats for your application, bringing a support dog to the offices, a sign language interpreter - or anything else) just let us know.

#LI-Remote

About The Company

Rewarding your Passion

When you join us, you\'ll do meaningful work and be rewarded fairly for it. From annual salary reviews and incentive bonus, company car/allowance, ongoing career development and enhanced family, financial and wellbeing benefits – these are just some of the ways we reward you - from day one.

About us

Global Supplements is a newly formed business within AB Agri and is home to leading brands such as NAF and Nutrilabs. Our supplementary feed focuses on horses, dogs and cats. We are quickly becoming the first choice for our customers in the UK and across Europe because we are passionate about our products and passionate about our animals.

We're part of AB Agri, the agricultural division of Associated British Foods (ABF plc) and we're passionate about feeding the world responsibly and affordably by making quality animal feed, creating nutrition and technology-based products, and offering data services for the agri-food industry.

Application Notes

We hope you feel that AB Agri is somewhere you can thrive and so we'd love to hear from you. We get a lot of applications for our roles and sometimes need to close the process early so register your details and upload your CV via our careers website as soon as you can – it will only take a few minutes.

When you do, we'll ask you some equal opportunities questions just to ensure our recruitment process is inclusive – or show us areas we can improve. This information is anonymised, separate from your application and is never seen by the hiring panel. You can choose not to answer these questions and this won't affect your application.

Apply today or contact our recruitment team for more information.

Agencies and media sales

AB Agri group politely requests no contact from recruitment agencies or media sales. We don't accept speculative CVs from recruitment agencies nor accept the fees associated with them