Customer Operations Manager

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 pet food market, KatKin was founded to challenge the low standards set by the traditional cat food industry. 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 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 dedicated customer service team, allowing us to build valuable relationships and foster a passionate customer community.

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. 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.
• 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.
• Courier and partner management: You’ll manage key delivery partners like DPD, holding them accountable to performance metrics and leading service improvement initiatives.
• Customer insight and process improvement: You’ll translate customer feedback into actionable improvements across Fulfilment, Tech, and Product.
• International readiness and scaling: You’ll help evolve our operations for global growth, adapting delivery models, packaging, and internal processes for new markets.

Who we are looking for:

• Experienced and customer-obsessed: You bring 3–5 years of experience in CX, fulfilment, logistics, or a similar environment.
• Data-driven and detail-focused: You’re confident using data and feedback to spot patterns, solve problems, and guide decisions.
• Hands-on and solutions-led: You stay close to the work, whether resolving a delivery issue or refining packaging.
• Strategic and scalable thinker: You balance short-term fixes with long-term improvements.
• Collaborative team leader: You’ve managed individuals or small teams before, with a focus on clear goals, feedback, and development.

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 nikki@katkin.com:

• Tell us about a time you uncovered a recurring issue affecting the customer experience.
• Describe a situation where you worked across teams or with external partners to improve an operational process.
• Share an example of how you’ve used data or customer feedback to inform a decision or improvement.
• Which brand’s physical customer experience has impressed you recently, and why?