Customer Operations Manager

Katkin; Greater London; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading company in fresh cat food is seeking a Customer Operations Manager to enhance delivery and customer experience. The role involves leading a team, improving operational efficiency, and ensuring high standards in service delivery. Ideal candidates will have a background in customer experience and logistics, with a passion for quality and data-driven decision-making.

Benefits

AXA Health Insurance

Annual personal development budget

Company-contributed pension

33 days of holiday each year

4-week Work From Anywhere policy

12-week maternity/paternity leave

Up to 2 days WFH each week

Discount on KatKin fresh meals

Cat (and dog) friendly office

Qualifications

• 3–5 years experience in CX, fulfilment, or logistics.
• Strong track record of improving operational performance.

Responsibilities

• Own the post-purchase experience ensuring timely delivery.
• Build and lead a Customer Operations team.
• Translate customer insights into operational improvements.

Skills

Customer Experience

Data Analysis

Problem Solving

Team Leadership

Job description

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 the fastest growing segment in the pet care market. The concept for fresh food is well established in the US, particularly in Dog food, 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 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.

Key ownership areas

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.

Who we are looking for:

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.

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 [e-mail]:

• 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?