Meet Laura Celentano: CX Whizz and self-professed plant hoarder

Tell me a bit more about what you do here?

I’m part of the Customer Experience team at - we look after all our customers and their pets, ensure everything is running smoothly for them, and that their pets are loving their meals. If you have any questions or need help with anything, we’re the team you contact.

I oversee all our International markets (that’s 7 countries in 4 languages) as well as our newest addition, The Republic of Cats.

My main responsibilities include making sure we get back to our customers on time and that they always get the help and/or answers they need when they contact us. I manage a team of three Team Leaders and 16 specialists, who help us achieve this every day.

How long have you worked at tails?

I’ve been with for coming up to four years - it’s definitely been an adventure!

How did you get into your current line of work?

I’ve always believed the service you provide to your customers can make or break your brand. I joined as a Customer Experience Specialist in April 2018. Turning someone’s experience into a great one was so rewarding, and I’ve always been a little competitive, so having targets to hit was perfect for me.    

I moved from our phone & email channels to work on our social channel after a couple of months. It had always been an area of interest to me as I wanted to develop new skills, and I loved how fast-paced it was. A year into that role, I was promoted to Team Leader and was in charge of the CX Social Media team. I’ve always loved working with people, enjoy taking the lead on projects, and had always wanted one day to manage a team.  My manager at the time put a lot of time, energy and trust into developing me for this next step and I’ll always be grateful to have been given this opportunity - this is what really kick-started my career at

Since joining, I’ve always tried to keep pushing myself and develop new skills. I’m someone who’s ambitious, so it’s very important to me that I understand what success looks like in my role. Doing this has enabled me to perform consistently to a high standard and has allowed my managers to trust me with new challenges during my time here.

What’s your most memorable moment at so far?

It’s really tough to pick one, we’ve gone through so much as a company since I joined. I’ve definitely made some memories for life.

Quick Fire Q’s

Dog or Cat?

Dogs, I’m allergic to cats :(

Outside of work, what do you love doing?

Cooking, reading, buying more plants (No, I don’t have enough already!). I’m a sucker for a good Netflix series or documentary, too.

What was the name of your first pet, and what were they?

My mum was allergic to A LOT of animals, so growing up I only had a pet fish (this makes my childhood sound awful - I promise it was not). I had one with massive cheeks, and he was called Bubbles.

What’s your advice for someone thinking about applying for a job at…?

Do your research (there’s lots of info out there), explain why you’d like to work for specifically, and don’t be afraid to ask questions.

Be prepared to work smart - we love a growth mindset here, so we’ll develop you to help you do your best work.

One of my favourite things about working here? The people. I couldn’t ask for a better team! They’re so supportive of each other, and hard-working - they’ve nailed the ‘work hard, play hard’ mentality!

What advice would you give to your younger self?

Keep pushing yourself outside your comfort zone, be true to yourself, and it will all pay off.

Where did you grow up?

I was born in Cannes (south of France), moved to Monaco with my Mum when I was about 7 and only moved to the UK when I turned 18. I have to say, I’ve never been this pale in my entire life - I love the UK but you need to sort your summers out.

One thing people don’t know about you -

OK, only some people know this (my team are probably going to start squirming as they read this, lol) but I’m actually quite proud of this - I can wave hello with my little toe.