Welcome Team Manager

Katkin; City Of London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading pet food company in London is seeking a Welcome Calling Manager to lead and develop their outbound calling team. This role is crucial for ensuring that new cat parents have an exceptional onboarding experience, enhancing box-to-box conversion rates. The ideal candidate will have a proven track record in team management, strong analytical skills, and the ability to drive performance through data insights. This position offers a competitive salary and hybrid working options.

Benefits

25 days of holiday plus your birthday off

4-week work from anywhere policy

12-weeks paid parental leave

Discount on fresh food for cats

Comprehensive health insurance

£800 yearly development budget

Regular company socials

Qualifications

• Proven experience managing and scaling an outbound calling team.
• Strong leadership skills with the ability to inspire and coach teams.
• Highly analytical and comfortable using metrics to guide decisions.

Responsibilities

• Lead and grow the outbound calling team.
• Optimise team performance against key metrics.
• Collaborate with senior leadership on strategic direction.

Skills

Leadership Skills

Analytical Skills

Communication Skills

Problem-Solving

Job description

KatKin's Opportunity

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 this fastest growing segment in the pet care market. The concept for fresh food is well established in the US, particularly in Dog, 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 62 million fresh meals to over 270,000 happy, healthy cats across the UK. Our team of over 150 spans several locations, including London, USA, 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) subscription model supported by a first-class, dedicated customer service team. 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

If you want to join an ambitious, mission-driven, high-growth startup that’s making a genuine difference to cats’ (and their people’s) lives, you’ll love working at KatKin. You’ll be surrounded by knowledgeable scientists, big creative thinkers, astute business minds, and a whole team of hardcore cat parents. We’re a small, entrepreneurial, creative team, focused on the mission to give all cats the food they deserve - 100% fresh human-grade meat.

The Role

We’re looking for a driven and experienced Welcome Calling Manager to lead and grow our outbound calling team. This role will be central to ensuring new KatKin cat parents have a best-in-class onboarding experience, delivering high business impact through increased box to box conversion.

The outbound calling team are responsible for calling cat parents early in their KatKin journey - supporting with switching and product advice. With proven results to date, there is still a lot of opportunity for growth - introducing new calling segments and driving performance and optimisation across the team.

You’ll own the day-to-day management of our outbound calling team - from hiring and training to rota planning, QA, and reporting. Using your experience and data, you will continuously optimise team performance against key metrics such as spoken to rates, trial conversion and retention. You’ll have the autonomy and accountability to build and scale a high-performing team that delivers measurable results - with the right support to do so.

Key ownership areas

Team Leadership & Management

• Hire, onboard, train, and develop Welcome Callers to consistently deliver excellent customer experiences resulting in higher conversion rates
• Manage daily team operations, including rotas, workload allocation, performance reviews, and ongoing coaching
• Foster a culture of accountability, motivation, and continuous improvement.

Operational Excellence

• Optimise and oversee QA processes to ensure high standards across customer calls.
• Lead reporting and team performance reviews
• Perform month-end invoicing
• Assign calling priorities to maximise customer engagement and conversion.

Performance Optimisation & Analytics

• Analyse team performance data and call outcomes to identify trends, areas for improvement, and growth opportunities.
• Implement process improvements to increase efficiency, effectiveness, and call conversion rates
• Review and optimise commission structure for callers
• Own the optimisation of call strategies, scripts, and workflows, ensuring we continuously raise the bar

Collaboration & Strategy

• Work closely with senior leadership to align on overall strategic direction.
• Provide insights and recommendations to influence wider customer engagement initiatives.
• Act as a subject matter expert in outbound calling, bringing best practices and innovations to the team.

Who we are looking for

• Proven experience managing and scaling an outbound calling team
• Strong leadership skills with the ability to inspire, coach, and hold teams accountable.
• Highly analytical and data-driven, comfortable using metrics to guide decisions and measure success.
• Operationally excellent: organised, detail-oriented, and able to manage multiple priorities with ease.
• Strong communicator, confident in collaborating across departments and presenting insights to leadership.
• A proactive problem-solver who thrives in a fast-paced, growth-oriented environment.

What We Offer

• Competitive salary
• An exciting opportunity to have full autonomy in an area that can deliver visible impact to the business.
• 25 days of holiday every year plus your birthday off and an additional day for every year at KatKin
• 4-week WFA (work from anywhere) policy
• Hybrid working, up to 2 days WFH (work from home) every week
• 12-weeks paid parental leave for all new parents
• Discount on KatKin fresh food and pantry products for your cat, and £500 for new cat parents
• Comprehensive AXA health insurance including optical and dental
• £800 yearly personal development budget
• Macbook Pro
• Company pension
• Regular company socials and lunch provided on Mondays
• All the fresh fruit, soft drinks, tea and coffee you can eat and drink; great banter and a cat (and dog) friendly office
• No egos and a small close-knit team

To Apply

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