Customer Experience Team Lead, KatKin
3-5 days a week in office
Cat health
Open for applications
Cat health
101-200 employees
Open for applications
3-5 days a week in office
101-200 employees
Company mission
To build a world-leading personalised nutrition and wellness brand for cats and their parents.
Role
Who you are
- Team Leadership: You have a minimum of 1-2 years of experience managing a Customer Experience or Customer Care team, driving performance, and fostering growth
- Training & Development: Proven ability to deliver effective onboarding and continuous training programs, ensuring team improvement and success
- Performance & KPI Management: Experienced in setting and maintaining KPIs, consistently driving your team to meet or exceed productivity and quality standards
- Analytical & Process-Oriented: You have strong analytical skills, using data to identify patterns, solve problems, and make informed decisions. You also seek out process improvements to enhance efficiency
- Customer-Centric: You demonstrate strong emotional intelligence and a customer-first mindset, always striving for solutions that prioritise customer satisfaction
- Prioritization & Time Management: You understand the importance and urgency of tasks at hand, working collaboratively with fellow leads to achieve all your goals on time
- Tech & AI Savvy: You embrace technological and AI advancements to improve team performance and operational effectiveness
- Alignment with Core Principles: You align with KatKin’s core principles: Customer First, Think Big, Relentlessly High Standards, Never Give Up, and One Team
What the job involves
- As a Customer Experience Team Lead at KatKin, you will be responsible for executing the vision and strategy for KatKin’s end-to-end customer experience
- You’ll manage a team of 8-10 Cat Experts while leading ad hoc projects to enhance efficiency and service quality, all with an obsessive focus on a customer-first approach
- Understanding the deep love and uncompromising nature of cat parents, you will inspire your team to bring that passion to every interaction—whether through calls, emails, or social channels
- In a fast-paced environment, you will focus on coaching, development, and performance management to ensure that productivity and quality KPIs are consistently met
- By facilitating ongoing training and fostering a positive team culture, you’ll collaborate with management to implement meaningful process improvements
- Your role will also involve analysing customer and team behaviour to identify areas for enhancement and seeking inspiration outside of KatKin to drive innovative improvements
- A key part of your mission will be to shift your team’s mindset to prioritise customer growth, encouraging a proactive approach to initiatives that enhance engagement and satisfaction
- You will align team efforts with KatKin's core principles, continuously elevating our customer experience and helping cats everywhere live their best lives
- Eam Coaching & Development: Coach, motivate, and develop your team through regular one-on-ones and team meetings to ensure continuous growth
- Operational Management: Oversee day-to-day activities, prioritising and assessing risks within existing processes to achieve service level agreements (SLAs)
- Team Culture: Leverage company methodologies, team feedback, and your own initiative to cultivate a positive team culture and boost morale
- Performance Culture: Foster a performance-driven culture with an emphasis on self-ownership among team members
- KPI Definition: Implement and monitor established KPIs and performance expectations set by senior management, ensuring alignment with overall business goals
- Customer Support Leadership: Serve as a subject matter expert and first line of defence in troubleshooting operational issues, escalating as necessary and collaborating with relevant teams to ensure customers receive top-notch support and satisfaction
- Customer Growth Initiatives: Shift the team's mindset to prioritise customer growth by encouraging a proactive approach to outbound initiatives that enhance engagement and satisfaction
- Industry Awareness: Continuously gather insights from the pet care, customer experience, and startup sectors to understand best practices, sharing this knowledge with the team to enhance strategies and decision-making
- Positive Change: Collaborate with management to identify and implement positive changes and efficiencies within the Customer Experience team
- Customer Insights: Analyse trends in customer behaviour and identify opportunities to eliminate friction points
Application process
- Send your CV and brief responses to the following questions to nikki@katkin.com:
- Can you describe your experience managing a Customer Experience or Customer Care team? What specific strategies did you implement to drive performance and foster growth?
- Can you provide an example of how you used data to identify a problem within your team or customer interactions? What actions did you take based on your findings?
- How do you prioritise tasks and manage time in a fast-paced environment? Can you share an example of a situation where you had to quickly adapt to changing priorities?
- Which DTC brand has delighted you the most, and what did they do? What specific actions or approaches made a lasting impact on you as a customer?
- (Optional) If you have a pet, how would your experience as a pet parent influence your approach to customer experience?
Salary benchmarks
Our take
Global cat food spend is a $34 billion market and the fastest-growing segment within pet food. $8bn of this is premium spend and it's increasing 1% year-on-year. This is driven by both the humanisation of pets and owners' own desire for fresh, all-natural foods. Despite the rise of fresh pet food, particularly is the US where the concept is well proven by NomNomNow, Farmer's Dog and MyOllie, cats have been left behind by new entrants. This is nothing new - cats continue to be the industry underdog as legacy FMCG companies have never formulated cat food for cats as obligate carnivores despite it being an absolute biological necessity.
KatKin aims to revolutionise how parents feed cats by bringing fresh, personalised, and species-appropriate nutrition to market. It's doing this through world-leading expertise, using technology for in-house production and personalisation, to offer the best possible food for every cat and its parents.
All KatKin recipes are expertly formulated for cats, complete and balanced, and made using only the finest, human-grade ingredients. The daily meals are individually portioned and steam-cooked in KatKin's London kitchen.
All the recipes are formulated by Dr. Justin Shmalberg, the Chief Nutrition Officer at Katkin - a world-leading veterinary nutritionist and a passionate advocate for fresh food for pets. The brand celebrates cats as companions at the heart of the home, and while it's laser-focused on its core food proposition, the company is using 2023 Series A funding to create personalised health plans for cats and invest in scientific research into cat nutrition.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
49% female employees
46% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Aug 2022
$22.9m
SERIES A
Oct 2020
$5.7m
SEED
Total funding: $30.6m
Company benefits
- Competitive salary and a MacBook
- Career defining opportunity in being instrumental to scaling our brand, fast
- 25 days holiday every year plus your birthday off
- Discount for KatKin fresh meals
- AXA Health Insurance including optical and dental
- Yearly personal development budget
- Company pension
Company HQ
Clerkenwell, London, UK
Articles
Leadership
Brett O'Farrell
(Co-Founder)Previously Supervisor and Chartered Accountant at KPMG for 3 years and Investment Manager at Schroder Adveq for 2 years. Also previously a Venture Partner at Blossom Capital.
Nikki O'Farrell
(Co-Founder)Previously Sales Executive at Mark 1 Media for 1 year and Account Manager at The Hardy Boys for 3 years.
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