Customer Experience Manager

KatKin's Opportunity

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. We’re Europe’s 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, we've delivered around 35 million fresh meals to over 200,000 happy, healthy cats across the UK. Our team of over 130 spans all locations, including Clerkenwell, London, the US, 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) model supported by a first-class, 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 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. We’re 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.

Why You’ll Love Working With Us

We’re all-in for cats, and it shows: our energy will blow you away from day one. You’ll 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 the Customer Experience Manager, you will be responsible for driving the operational excellence of KatKin’s customer experience (CX) function. You will lead the CX Leads and indirectly manage a team of Cat Experts across multiple channels, ensuring we maintain the highest standards of customer support, satisfaction, and efficiency. Reporting to the Head of CX, you will drive the team’s performance, tackle customer pain points, and ensure we meet our KPIs around customer satisfaction, productivity, and cost per contact.

A critical aspect of your role will be creating and refining a mechanism to regularly consolidate the voice of the customer through CX data and interactions, feeding these insights into key teams like Growth, Product, and Engineering to drive continuous improvement. You will be a key player in contact reduction strategies and cost optimization, with a particular focus on addressing refunds, discounts, and replacements. You will also initiate surprise and delight programs, ensuring we exceed customer expectations at every touchpoint.

Additionally, you will spearhead the implementation of AI tools and automation in our back-end systems to address simple customer inquiries, improving team efficiency and customer experience.

A key part of your role will be playing an integral part in KatKin's global expansion, ensuring our CX operations are adapted and optimized for new markets as we grow internationally. This will include developing strategies to cater to diverse cultural differences and regional customer preferences, ensuring our CX team delivers a consistent, exceptional experience across all global touchpoints.

Key ownership areas

Team leadership & performance

• Manage and support the CX Leads, overseeing the team of Cat Experts across multiple channels (phone, email, chat, social media).

• Drive performance through key KPIs like customer satisfaction (NPS, CSAT), team productivity, and quality.

• Coach and develop the team to ensure continuous improvement and high standards in customer support.

Customer satisfaction & continuous improvement

• Ensure high customer satisfaction levels and work towards maintaining or improving key metrics (NPS, CSAT, etc.).

• Lead initiatives to enhance the overall customer experience, driving proactive communication and support.

Voice of the customer & cross-functional collaboration

• Establish a regular cadence (e.g., monthly) for consolidating and actioning customer feedback from all CX data and interactions.

• Collaborate with Growth, Product, and Engineering teams to integrate customer insights into product development and service improvements.

Operational efficiency & cost optimization

• Drive contact volume reduction and cost per contact optimization through automation, process improvements, and resource allocation.

• Focus on reducing refunds, discounts, and replacements by identifying root causes and refining compensation guidelines.

Surprise & delight initiatives

• Lead surprise and delight programs that exceed customer expectations, working towards clear outcomes like loyalty and engagement.

• Measure the success of these initiatives, ensuring they enhance customer satisfaction and brand loyalty.

AI & automation implementation

• Spearhead the introduction of AI tools and automation to handle simple customer inquiries, improving efficiency and response times.

• Test, learn, and optimize AI-driven solutions to continually improve the customer experience.

Crisis management & escalation

• Ensure robust processes are in place for managing and resolving complex customer issues, with a focus on turning negative experiences into positive outcomes.

• Support CX Leads in handling escalations and ensure customers are given timely and thoughtful resolutions.

Who we are looking for:

Experienced leader

• You have 3-5 years of experience managing customer experience teams, driving performance and customer satisfaction.

• You’ve led teams to meet KPIs and know how to motivate and develop individuals for continuous improvement.

Customer-centric & data-driven

• You are deeply passionate about customer satisfaction and use data to drive decisions that improve the customer experience.

• You can translate customer feedback and metrics (e.g., NPS, CSAT) into actionable insights to enhance service quality.

Efficient & process-oriented

• You focus on operational efficiency and continuously seek opportunities to optimize processes and reduce costs.

• You’re skilled at automation and AI tools to improve productivity and simplify customer interactions.

Strategic thinker & innovator

• You think strategically, focusing on both short-term goals (e.g., cost per contact reduction) and long-term growth (e.g., global expansion).

• You are always looking for ways to innovate and improve CX processes, with a proactive approach to problem-solving.

Cross-functional collaborator

• You thrive in a collaborative environment and work closely with teams like Growth, Product, and Engineering to drive customer-centric decisions.

• You communicate customer insights clearly to influence product development and service improvements.

Global mindset

• You understand the nuances of expanding into international markets and can adapt customer experience practices to fit diverse cultures and preferences.

• You’re excited to help KatKin scale globally while maintaining a consistent, exceptional experience for all customers.

Nice to haves

What We Offer

What We Offer:

• Career-defining 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

  • Company-contributed pension

• Culture and perks:

  • A small, close-knit team with no egos

  • 33 days of holiday each year (inclusive of bank holidays) plus your birthday off

  • 4-week Work From Anywhere (WFA) policy

  • 12-week 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 nikki@katkin.com: