Head of Customer Experience, KatKin
+EMI equity option grant
3+ days a week in office
Cat health
Open for applications
Cat health
101-200 employees
Open for applications
+EMI equity option grant
3+ 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
- Jack-of-all Trades: You have 8+ years of being a highly motivated jack-of-all-trades working in a deeply customer-centric environment. Experience in management consulting, investment banking, data analytics, customer experience, growth, operations or entrepreneurial endeavours is valued
- Analytical Skills: You possess a strong analytical background with problem-solving skills and an ability to identify patterns and translate data into actionable insights
- Project Management: You excel at managing multiple projects simultaneously and thrive in a time-sensitive, fast-paced environment
- Emotional Intelligence: You demonstrate strong emotional intelligence, prioritise a customer-first approach, and are obsessed with customer satisfaction, ensuring the customer is always at the forefront of your solutions
- Autonomous and Collaborative: You can work autonomously while effectively collaborating with a wide range of partners and stakeholders
- Tech and AI Embrace: You embrace technological and AI advancements to measure and improve operational effectiveness
- Alignment with Core Principles: You align strongly with KatKin’s core operating principles: Customer First, Think Big, Relentlessly High Standards, Never Give Up, and One Team
What the job involves
- In this role, you will lead the vision and strategy for KatKin's end-to-end customer experience, with an obsessive focus on a customer-first approach
- Reporting directly to the CXO and founder, you’ll build and scale the team across multiple locations, foster cross-functional collaboration, leverage data-driven insights, and implement innovative tools to enhance efficiency and service quality
- Your responsibilities include establishing and optimising the customer experience team, managing crises, developing KPIs, and ensuring continuous improvement
- You will own and build out our physical customer experience and service team, currently a team of 20, driving the team towards customer growth through outbound-oriented initiatives
- Additionally, you'll be tasked with elevating the team's capabilities in data, insights, and technology while spearheading global expansion efforts, including launching into new EU countries in the next couple of years
- You’ll also adapt processes for international markets and stay ahead of industry trends to deliver exceptional customer journeys
- You will also work closely with key leaders in KatKin and external stakeholders to build and develop business plans
- Set the Vision: Establish and execute the vision for the end-to-end customer experience, the CX team, its culture, and its operations. Develop and implement a concrete strategy to achieve these goals
- Team Strategy and Design: Develop and implement strategies to scale, staff, and design a best-in-class customer experience team across multiple locations. Ensure streamlined processes, effective change management, outstanding service, and a commitment to continuous improvement
- Set the standard for customer experience as a revenue-generating function rather than a cost centre, and guide the team towards driving customer growth through outbound-oriented initiatives
- Cross-functional Collaboration: Facilitate collaboration between the customer experience team and other business functions to contribute to the design of growth marking experiments
- Identify opportunities for proactive customer outreach to drive customer acquisition and retention, and deliver an exceptional end-to-end customer experience across all touchpoints
- Data-Driven Decision Making: Lead the effort to gather and analyse customer experience data while building the team's capability to synthesise customer insights. Ensure these insights are effectively shared with other business teams to inform broader decision-making across the company
- Leverage insights and feedback to support strategic decisions and foster a data-driven, high-quality decision-making culture within the customer experience team, aimed at removing friction from the customer journey
- Efficiency and Automation: Enhance reactive customer service operating efficiency by analysing opportunities and pain points. Implement automated and AI-driven tools to enable faster operations effectiveness while maintaining high-quality, thoughtful, and delightful experiences for every customer
- KPIs and Continuous Improvement: Develop and maintain key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives. Make relevant recommendations for iterations and improvements
- Crisis Management: Establish and manage a robust crisis management plan to handle customer issues swiftly and effectively, ensuring negative experiences are turned into positive outcomes
- Global Expansion: Develop strategies to adapt and optimise customer experience processes for international markets, considering cultural differences and local customer preferences
- Innovation and Trends: Stay ahead of industry trends and innovations in customer experience. Ensure the team adopts best practices and cutting-edge tools to enhance the customer journey
Application process
- Send your CV and brief responses to the following questions
- How have you used data and insights to inform strategic decisions? Describe a situation where your data-driven approach led to meaningful improvements in outcomes
- Share an example of how you improved operational efficiency in a previous role. What tools, technologies, or processes did you implement, and how did they enhance the overall experience for stakeholders?
- Which DTC brand has delighted you the most, and what did they do?
- (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
$23.1m
SERIES A
Oct 2020
$5.7m
SEED
Total funding: $30.9m
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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