Welcome Team Manager

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 fresh-cooked cat food made with 100% human-grade 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 62 million fresh meals to over 270000 happy healthy cats across the UK. Our team of over 150 spans several locations including London USA and our state-of-the-art manufacturing facility in Haverhill Suffolk. We also have customer service teams in both London and South Africa.

KatKin operates a direct-to-consumer (D2C) subscription model supported by a first-class dedicated customer service addition to our eCommerce channel our Fresh food and Pantry products are also sold through a growing number of select third-party platforms including Ocado Amazon and Pets at Home.

Where the competition cuts corners catfishes customers and puts profits over health KatKin puts cat well-being first. No shortcuts. No secret recipes. Were cutting the fluff thinking fresh and channelling hardcore love into industry-wide change. So cats live long and cat parents can love hard without compromise.

Were looking for a driven and experienced Welcome Calling Manager to lead and grow our outbound calling team. This role will be central to ensuring new KatKin cat parents have a best-in-class onboarding experience delivering high business impact through increased box to box conversion.

The outbound calling team are responsible for calling cat parents early in their KatKin journey - supporting with switching and product advice. With proven results to date there is still a lot of opportunity for growth - introducing new calling segments and driving performance and optimisation across the team.

Youll own the day-to-day management of our outbound calling team - from hiring and training to rota planning QA and reporting. Using your experience and data you will continuously optimise team performance against key metrics such as spoken to rates trial conversion and retention. Youll have the autonomy and accountability to build and scale a high-performing team that delivers measurable results - with the right support to do so.

Team Leadership & Management

• Hire onboard train and develop Welcome Callers to consistently deliver excellent customer experiences resulting in higher conversion rates

• Manage daily team operations including rotas workload allocation performance reviews and ongoing coaching

• Foster a culture of accountability motivation and continuous improvement.
  
  

Operational Excellence

• Optimise and oversee QA processesto ensure high standards across customer calls.

• Lead reportingand team performance reviews

• Perform month-end invoicing

• Assign calling prioritiesto maximise customer engagement and conversion.
  
  

Performance Optimisation & Analytics

• Analyse team performance data and call outcomes to identify trends areas for improvement and growth opportunities.

• Implement process improvements to increase efficiency effectiveness and call conversion rates

• Review and optimise commission structure for callers

• Own the optimisation of call strategies scripts and workflows ensuring we continuously raise the bar
  
  

Collaboration & Strategy

• Work closely with senior leadership to align on overall strategic direction.

• Provide insights and recommendations to influence wider customer engagement initiatives.

• Act as a subject matter expert in outbound calling bringing best practices and innovations to the team.

• Proven experience managing and scaling an outbound calling team

• Strong leadership skills with the ability to inspire coach and hold teams accountable.

• Highly analytical and data-driven comfortable using metrics to guide decisions and measure success.

• Operationally excellent: organised detail-oriented and able to manage multiple priorities with ease.

• Strong communicator confident in collaborating across departments and presenting insights to leadership.

• A proactive problem-solver who thrives in a fast-paced growth-oriented environment.

• Competitive salary

• An exciting opportunity to have full autonomy in an area that can deliver visible impact to the business.

• 25 days of holiday every year plus your birthday off and an additional day for every year at KatKin

• 4-week WFA (work from anywhere) policy

• Hybrid working up to 2 days WFH (work from home) every week

• 12-weeks paid parental leave for all new parents

• Discount on KatKin fresh food and pantry products for your cat and 500 for new cat parents

• Comprehensive AXA health insurance including optical and dental

• 800 yearly personal development budget

• Macbook Pro

• Company pension

• Regular company socials and lunch provided on Mondays

• All the fresh fruit soft drinks tea and coffee you can eat and drink; great banter and a cat (and dog) friendly office

• No egos and a small close-knit team