Welcome Team Manager

What we do at KatKinFor uncompromising cat parents who want the best KatKin is revolutionising cat health by transforming the lives of cats through superior nutrition. Were Europes 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 weve delivered around 62 million fresh meals to over 270000 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 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. Were 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 Youll Love Working With Us If you want to join an ambitious mission-driven high-growth startup thats making a genuine difference to cats (and their peoples) lives youll love working at KatKin. Youll be surrounded by knowledgeable scientists big creative thinkers astute business minds and a whole team of hardcore cat parents. Were a small entrepreneurial creative team focused on the mission to give all cats the food they deserve – 100% fresh human-grade meat. The RoleWere 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.Youll 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. Youll 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 areasTeam Leadership & ManagementHire onboard train and develop Welcome Callers to consistently deliver excellent customer experiences resulting in higher conversion ratesManage daily team operations including rotas workload allocation performance reviews and ongoing coachingFoster a culture of accountability motivation and continuous improvement.Operational ExcellenceOptimise and oversee QA processesto ensure high standards across customer calls.Lead reportingand team performance reviewsPerform month-end invoicingAssign calling prioritiesto maximise customer engagement and conversion.Performance Optimisation & AnalyticsAnalyse 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 ratesReview and optimise commission structure for callersOwn the optimisation of call strategies scripts and workflows ensuring we continuously raise the barCollaboration & StrategyWork 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 teamStrong 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 OfferCompetitive salaryAn 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 KatKin4-week WFA (work from anywhere) policyHybrid working up to 2 days WFH (work from home) every week12-weeks paid parental leave for all new parentsDiscount on KatKin fresh food and pantry products for your cat and 500 for new cat parentsComprehensive AXA health insurance including optical and dental800 yearly personal development budgetMacbook ProCompany pensionRegular company socials and lunch provided on MondaysAll the fresh fruit soft drinks tea and coffee you can eat and drink; great banter and a cat (and dog) friendly officeNo egos and a small close-knit teamTo Apply Click apply upload CV and give us some information about you About usWe aim to encourage a culture where people can be themselves and be valued for their strengths. Were proud to be an equal opportunity employer and actively encourage applications from all backgrounds. At KatKin we celebrate differences and everything that makes our colleagues unique by upholding an inclusive environment in which we can all thrive.We want to make our recruitment processes accessible to everyone so if there is any way that we can support you to be the best you can be please contact terrie@Required Experience:Manager Key Skills Computer Hardware,Fund Management,Attorney At Law,Jni,Analytics Employment Type : Full-Time Experience: years Vacancy: 1