Customer Operations Manager
Customer Operations Manager
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Job Description
What we do at KatKin
For uncompromising cat parents who want the best KatKin is revolutionising cat health by transforming the lives of cats through superior nutrition. Were Europes first freshcooked cat food made with 100% humangrade meat gently cooked and frozen to lock in freshness. As a disruptor in the $185bn pet food market KatKin was founded to challenge the low standards set by the traditional cat food industry which is worth $50bn globally and is this fastest growing segment in the pet care market. The concept for fresh food is well established in the US particularly in Dog with the Farmers Dog surpassing >$1B in sales proving the scale of the opportunity.
KatKin is vertically integrated across R&D manufacturing sales and marketing. To date weve delivered around 35 million fresh meals to over 200000 happy healthy cats across the UK. Our team of over 130 spans all locations including Clerkenwell London the US and our stateoftheart manufacturing facility in Haverhill Suffolk. We also have customer service teams in both London and South Africa.
KatKin operates a directtoconsumer (D2C) model supported by a firstclass dedicated customer service team allowing us to build valuable relationships and foster a passionate customer community. In addition to our eCommerce channel our Fresh food and Pantry products are also sold through a growing number of select thirdparty platforms including Ocado Amazon and Pets at Home.
Where the competition cuts corners catfishes customers and puts profits over health KatKin puts cat wellbeing first. No shortcuts. No secret recipes. Were cutting the fluff thinking fresh and channelling hardcore love into industrywide change. So cats live long and cat parents can love hard without compromise.
Why Youll Love Working With Us
Were allin for cats and it shows: our energy will blow you away from day one. Youll be surrounded by knowledgeable scientists big creative thinkers astute business minds and a whole team of hardcore cat parents. All on a mission to make hardcore love the new standard in cat care with a fresh take on every product in the cat industry.
The Role
As Customer Operations Manager youll own the full postpurchase physical experience ensuring every order arrives on time wellpacked and reflective of KatKins high standards. Sitting within the CX Operations team youll lead initiatives to improve courier performance packaging and operational efficiency. Youll work crossfunctionally with Fulfilment Quality Tech and external partners translating customer insights into meaningful improvements.
Youll also build and lead a growing Customer Operations team setting a culture of accountability and customerfirst thinking. As we scale youll help adapt our delivery experience for new markets. Expect regular travel to our Kitchen in Suffolk to stay close to our fulfilment operation and collaborate onsite.
Key ownership areas
Team leadership & development
Youll build and manage a growing Customer Operations team defining clear roles setting goals and fostering a highperformance culture. As a handson leader youll coach and support your team to deliver consistently excellent results as the business scales.
Delivery and quality performance
Youll own the endtoend physical experience from when an order is placed to when it arrives ensuring its timely accurate and up to KatKins high standards. This includes improving packaging durability unboxing quality and reducing complaints and compensation through rootcause analysis and fixes.
Courier and partner management
Youll manage key delivery partners like DPD holding them accountable to performance metrics and leading service improvement initiatives. Youll also handle courier claims and feedback loops ensuring partner performance reflects our customerfirst standards.
Customer insight and process improvement
Youll translate customer feedback into actionable improvements across Fulfilment Tech and Product ensuring fast visible feedback loops. Youll also support tooling upgrades automation efforts and delivery forecasting to streamline operations and enhance service reliability.
International readiness and scaling
Youll help evolve our operations for global growth adapting delivery models packaging and internal processes for new markets while ensuring consistency quality and customer satisfaction remain at the core.
Who we are looking for:
Experienced and customerobsessed
You bring 35 years of experience in CX fulfilment logistics or a similar environment with a strong track record of improving operational performance and customer outcomes. You care deeply about the customer experience and take pride in delivering quality at every step.
Datadriven and detailfocused
Youre confident using data and feedback to spot patterns solve problems and guide decisions. Highly organised and detailoriented you thrive in fastpaced environments and know how to prioritise without dropping the ball.
Handson and solutionsled
You stay close to the work whether resolving a delivery issue refining packaging or diving into complaint trends. You lead by example and arent afraid to roll up your sleeves to get things done.
Strategic and scalable thinker
You balance shortterm fixes with longterm improvements. You know how to zoom in on daily issues and zoom out to plan for growth including adapting processes for international expansion.
Collaborative team leader
Youve managed individuals or small teams before with a focus on clear goals feedback and development. You work well across teams and with external partners and youre skilled at turning ideas into action through strong communication and buyin.
What We Offer
What We Offer:
Careerdefining opportunity:Play a pivotal role in scaling our brand quickly.
Competitive package:
Competitive salary
AXA Health Insurance including optical and dental coverage
Annual personal development budget
Companycontributed pension
Culture and perks:
A small closeknit team with no egos
33 days of holiday each year (inclusive of bank holidays) plus your birthday off
4week Work From Anywhere (WFA) policy
12week maternity/paternity leave policy
Up to 2 days WFH (Work From Home) every week
Discount on KatKin fresh meals
Cat (and dog) friendly office
To Apply
Send your CV and brief responses to the following questions to :
Tell us about a time you uncovered a recurring issue affecting the customer experience. How did you identify the root cause and what did you do to resolve it
Describe a situation where you worked across teams or with external partners to improve an operational process. What challenges did you face and how did you drive change
Share an example of how youve used data or customer feedback to inform a decision or improvement. What was the impact
Which brands physical customer experience has impressed you recently and why What would you apply from their approach in a role like this
About us
We want to make our recruitment processes accessible to everyone so if there is any way that we can support you to be the best you can be please contact terrie@
Required Experience:
Manager
Employment Type
Full-Time
