Customer Operations Manager, KatKin
3-5 days a week in office
Cat health
Be an early applicant
Cat health
101-200 employees
Be an early applicant
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
- Experienced and customer-obsessed
- You bring 3–5 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
- Data-driven and detail-focused
- You’re confident using data and feedback to spot patterns, solve problems, and guide decisions. Highly organised and detail-oriented, you thrive in fast-paced environments and know how to prioritise without dropping the ball
- Hands-on and solutions-led
- You stay close to the work, whether resolving a delivery issue, refining packaging, or diving into complaint trends. You lead by example and aren’t afraid to roll up your sleeves to get things done
- Strategic and scalable thinker
- You balance short-term fixes with long-term 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
- You’ve 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 you're skilled at turning ideas into action through strong communication and buy-in
What the job involves
- As Customer Operations Manager, you’ll own the full post-purchase physical experience — ensuring every order arrives on time, well-packed, and reflective of KatKin’s high standards
- Sitting within the CX Operations team, you’ll lead initiatives to improve courier performance, packaging, and operational efficiency
- You'll work cross-functionally with Fulfilment, Quality, Tech, and external partners, translating customer insights into meaningful improvements
- You’ll also build and lead a growing Customer Operations team, setting a culture of accountability and customer-first thinking
- As we scale, you’ll 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 on-site
- Team leadership & development
- You’ll build and manage a growing Customer Operations team, defining clear roles, setting goals, and fostering a high-performance culture. As a hands-on leader, you’ll coach and support your team to deliver consistently excellent results as the business scales
- Delivery and quality performance
- You’ll own the end-to-end physical experience — from when an order is placed to when it arrives — ensuring it’s timely, accurate, and up to KatKin’s high standards. This includes improving packaging durability, unboxing quality, and reducing complaints and compensation through root-cause analysis and fixes
- Courier and partner management
- You’ll manage key delivery partners like DPD, holding them accountable to performance metrics and leading service improvement initiatives. You’ll also handle courier claims and feedback loops, ensuring partner performance reflects our customer-first standards
- Customer insight and process improvement
- You’ll translate customer feedback into actionable improvements across Fulfilment, Tech, and Product, ensuring fast, visible feedback loops. You’ll also support tooling upgrades, automation efforts, and delivery forecasting to streamline operations and enhance service reliability
- International readiness and scaling
- You’ll 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
Application process
- Send your CV and brief responses to the following questions to nikki@katkin.com:
- 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 you’ve used data or customer feedback to inform a decision or improvement. What was the impact?
- Which brand’s physical customer experience has impressed you recently, and why? What would you apply from their approach in a role like this?
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
Company
Funding (last 2 of 4 rounds)
Aug 2022
$24.6m
SERIES A
Oct 2020
$6.1m
SEED
Total funding: $32.8m
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
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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