Customer Experience Operations Lead

16 hours ago


London, Greater London, United Kingdom Katkin Full time

At KatKin, we're revolutionising cat health by transforming the lives of cats through superior nutrition. As a leading player in the pet food market, we're committed to delivering exceptional customer experiences that drive growth and satisfaction.

Job Description

We're seeking an experienced Customer Experience Operations Lead to join our team. In this role, you'll be responsible for executing the vision and strategy for KatKin's end-to-end customer experience. You'll manage a team of 8-10 Cat Experts while leading ad hoc projects to enhance efficiency and service quality, all with an obsessive focus on a customer-first approach.

Key Responsibilities:

  • Team Coaching & Development: Coach, motivate, and develop your team through regular one-on-ones and team meetings to ensure continuous growth.
  • Operational Management: Oversee day-to-day activities, prioritising and assessing risks within existing processes to achieve service level agreements (SLAs).
  • Performance Culture: Foster a performance-driven culture with an emphasis on self-ownership among team members.
  • KPI Definition: Implement and monitor established KPIs and performance expectations set by senior management, ensuring alignment with overall business goals.
  • Customer Support Leadership: Serve as a subject matter expert and first line of defence in troubleshooting operational issues, escalating as necessary and collaborating with relevant teams to ensure customers receive top-notch support and satisfaction.
  • Customer Growth Initiatives: Shift the team's mindset to prioritise customer growth by encouraging a proactive approach to outbound initiatives that enhance engagement and satisfaction.
  • Industry Awareness: Continuously gather insights from the pet care, customer experience, and startup sectors to understand best practices, sharing this knowledge with the team to enhance strategies and decision-making.
  • Positive Change: Collaborate with management to identify and implement positive changes and efficiencies within the Customer Experience team.


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