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Customer Experience Manager 3 month contract (Part-time/Flexible working available)

full-time Winnow London

About us

Food waste is a $1 trillion problem – costing the world over 1% of global GDP. We’re dead set on solving the problem and looking for people to help us achieve our mission. We, at Winnow, believe that food is far too valuable to waste, and that technology can transform the way we produce food. Our team is made of people who all share a passion for food and technology.

Winnow was founded in London in 2013 to help the hospitality industry prevent food waste through internet of things tools in the kitchen. We have worked with hundreds of sites and are operating in over 30 countries around the world supported by our offices in London, Dubai, Shanghai, Singapore, Romania and North America. We are a rapidly growing company with a strong base of clients who are rolling out our system globally. We have blue-chip customers including Accor Hotels, IKEA, IHG, Marriott, Compass Group and many others.

Winnow’s clients on average reduce waste by over 50% by value and sustain savings. Winnow has now worked with hundreds of sites to reduce food waste, including hotels, universities and schools, staff restaurants, event/hospitality kitchens, buffets, pubs, and high street restaurants. Where the system is permanently adopted, pre-consumer waste value is reduced by 50% - 70% with no detrimental impact to the perceived quality or value of the offer to their customers. This represents a typical improvement of food cost savings of 3% to 8%, commonly a 40%+ increase in profitability for operations.

As the global leader in addressing food waste, we are committed to continue pushing the envelope on what technology can do to solve this problem. Winnow Vision, our new artificial intelligence-based technology, is trained to automatically track all food waste thrown away. It has won awards at the World Economic Forum and has been received tremendous enthusiasm from our clients and the industry. You can read more about it on our website and this article in Forbes.

We are passionate about living our values and place them at the centre of everything we do. We are excited about like minded talent who share these values, joining us in our mission:

Equal parts head and heart. We’re both passionate and measured. We carefully balance the need for quick solutions and pragmatism with the ability to step back, take in the bigger picture and build for the long term.

Bravely honest. With each other, that means we’re a transparent organisation where healthy, respectful debate is encouraged. With our customers, we challenge them if we don’t think they’re achieving their goals, whether they be environmental or financial.

People of action. Done is better than perfect, and we learn by boldly doing then rapidly improving. We’re breaking new ground, so we know things might go wrong. But we judge ourselves and each other on our reaction and our resilience.

Bound by food. We’re a diverse bunch, but our belief in the value of food is the common thread in everything we do. With each other, we celebrate through our love and respect for food. With our customers, it means we work hard to develop creative tools to make it easy for chefs to value food.

Hungry and humble. Our product is revolutionary, our people are impressive, and we’re hungry for change. But, we’re just the catalyst for a bigger movement. We stay humble regardless of our success, and make chefs the heroes in this journey.

This is an opportunity to join a rapidly growing start-up (and one of Wired’s top 100 start-ups in Europe) and help us propel our growth at what is truly the most exciting and dynamic points in time in our business. You will work alongside a driven team who are motivated by building an exciting business and leaving the world a better place than we found it.

About the role

This is an exciting opportunity for an experienced Customer Experience professional to shape the customer journey for thousands of chefs around the world using Winnow’s technology to fight food waste in their kitchens. The successful candidate will work closely with Winnow’s marketing, operations, product and business development teams to deliver the project.

Key objectives

  • Deliver a refreshed customer journey including a review of existing communications and processes, stakeholder needs assessment and CX strategy document
  • Lead a cross-functional team to deliver the new CX strategy including content creation, building operational processes and creating a CX roadmap for the medium-long term.
  • Create new onboarding process driving efficiencies while improving user performance
  • Develop KPIs to effectively track performance across the customer journey
  • Identify opportunities to improve processes, customer’s experience and product
  • Work with product teams to identify opportunities to increase engagement with Winnow across our app, reporting and analytics platform
  • Working with the marketing and business development team, create a compelling story to accompany the new customer journey which engages chefs and teams on the subject of food waste.

Education / experience

  • You are likely to be degree educated
  • You will have experience working in a performance, insight or service improvement role
  • Experience of managing and leading a project team
  • The ability to manage a number of workstreams effectively
  • A passion for delivering key improvements for performance and customer experience
  • Candidates with direct experience of building new customer journeys are desirable

Personal attributes

  • You love what you do and are excited by the idea of defining a product vision, taking ownership of that vision and making it real.
  • You are results driven and can demonstrate how you have delivered effective solutions in a timely manner.
  • You are comfortable taking ownership and accountability for your work whilst working effectively as part of a larger team.
  • You are creative, and brave in bringing forth your ideas, but welcome criticism and will seek to elicit and adopt the best answer to any problem, from all available sources.
  • You have excellent attention to detail and a meticulous eye for identifying inconsistencies or inaccuracies in requirements and designs.
  • You have proven experience in challenging and questioning the status quo. You enjoy suggesting and implementing creative and innovative solutions to improve the way things get done.
  • Able to organise self, including effective scheduling, prioritisation and time management skills, managing multiple tasks in parallel and completing tasks to tight deadlines.
  • Able to convince others of an expressed point of view and gain acceptance and agreement of plans.
  • You demonstrate excellent communication skills. You are a confident and articulate presenter. You communicate clearly in both written and spoken language. You listen attentively; you process and comprehend what you hear. You are also confident enough to ask questions and to clarify ambiguous points.
  • You have a track record of identifying problems, analysing options and deploying sound decision making skills.

Our shared attributes

  • You are both passionate and measured. You carefully balance the need for quick solutions and pragmatism with the ability to step back, take in the bigger picture and build for the long term
  • You are transparent in approach and enjoy healthy, respectful debate. You work hard to build open and honest collaborative relationships
  • You get things done and seek to continually improve. Your customers want you on their team
  • You are passionate about the value of food and are committed to the fight against food waste
  • You are humble in approach and quick to pitch in if you see someone struggling
published: Aug. 1, 2019

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