NAF
Central England
Closing date: Tuesday 30th September 2025
Job Details
Closing Date for Applicants:
Tuesday 30th September 2025
Location: Home Based (with monthly meetings at HQ, and travel as required).
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 familiarity of the Equestrian and / or Pet Trade
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.
This is a home based / remote role with monthly meetings at HQ - either Monmouth or Peterborough.
There is also regular travel to sites and events, for the right candidate this could include International shows and events.
We are seeking a candidate with previous commercial / communications / customer service backgroud seeking the next step on their career ladder.
To apply please send your CV and covering letter stating your suitability, location and level of salary expectation to emma@equine-careers.co.uk
Please mention Equine Careers when applying.
