Quality & Customer Experience Manager

Scrumbles; London; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

Join a purpose-driven company that is revolutionizing pet food with gut-friendly, sustainable products. As a Product & Customer Experience Manager, you will play a vital role in ensuring product quality and enhancing customer satisfaction. This position offers a unique opportunity to work in a dynamic environment where pets come first, and your contributions will directly impact the customer experience. Enjoy a hybrid work model, a pet-friendly culture, and the chance for fast career growth. If you are passionate about quality and customer service, this role is perfect for you!

Benefits

EMI options

Private medical care

Flexible working

Dog-friendly office

Team socials

Qualifications

• Minimum of 2 years experience in quality or customer service within FMCG.
• Strong problem-solver with great attention to detail.

Responsibilities

• Manage customer quality issues and ensure timely resolutions.
• Monitor quality metrics and drive continuous improvement.

Skills

Customer Service

Quality Management

Problem-Solving

Attention to Detail

Organizational Skills

Education

Bachelor's Degree

Tools

Zendesk

Microsoft Office

Adobe

Job description

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At Scrumbles, we’re on a mission to make gut-friendly, delicious, and sustainable pet food that both pets and the planet love. We do things pawsitively differently—whether it's using natural ingredients, ensuring top-notch quality, or staying ahead of the game with innovative new products.

As a fast-growing, purpose-driven brand found in leading retailers, we pride ourselves on putting pets first while delivering an exceptional customer experience. Now, we’re looking for a Product & Customer Experience Manager to ensure our products meet the highest quality standards and keep our customers—both furry and human—happy.

Your Responsibilities – Own It!

Customer Quality Issue Management

•Be the go-to expert for all inbound product-related customer queries or complaints via Zendesk, delivering fast, friendly, and effective resolutions.

•Ensure all customer complaints are logged, investigated, and resolved in a timely manner with appropriate corrective actions.

•Investigate and resolve quality issues, working closely with the supply team and suppliers to identify root causes and implement corrective actions.

•Own our Quality Performance Tracker, monitoring key metrics to drive continuous improvement.

•Identify patterns in product or supplier performance, conducting additional and lead proactive actions to prevent recurrence.

• Liaise with suppliers to ensure corrective actions are embedded and monitored for effectiveness.

• Work on projects to reduce inbound quality issues, such as improving handling instructions, pack formats, or spec clarity.

• Support our wider sustainability and sourcing goals through supplier engagement and quality improvement initiatives.

• Provide regular visibility to stakeholders (Sales, Ops, Commercial) on key trends, risks, and recurring issues, including a monthly quality summary.

What We’re Looking For

A minimum of 2 years experience in quality, or customer service within FMCG.

A problem-solver with great attention to detail and a proactive mindset.

Strong organisation skills, and attention to detail.

Computer savvy, you're comfortable with Zendesk or similar software, proficient in using Office and ideally familiar with Adobe

A Day in the Life of a Product & Quality Manager at Scrumbles

9:00 AM – Review Zendesk for new customer-reported product issues and prioritise follow-ups

10:00 AM – Investigate a packaging complaint, check stock details, and flag to the supplier

11:30 AM – Update the quality tracker and spot a trend in repeated issues with a specific SKU

1:00 PM – Lunch with some office dogs (and the humans too!)

2:00 PM – Join the supply team to discuss open quality issues and coordinate next steps

3:30 PM – Send a weekly update to the wider team, summarising open cases and emerging trends

4:30 PM – Wrap up Zendesk responses, log supplier follow-ups, and plan improvements for a recurring issue

Why Join Us?

Make an impact – Be part of a purpose-led company shaping the future of pet food.

Hybrid working – Flexibility to balance home and office time.

Pet-friendly culture – Office dogs, plenty of cuddles, and team walks!

Fast career growth – We’re growing fast, and you’ll grow with us.

Plenty of perks – EMI options, private medical care, flexible working in a dog friendly office, team socials and more.

If this sounds like your kind of role, we’d love to hear from you! Apply now and let’s make tails wag and kitties purr together.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

• Industries

  Food and Beverage Services

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