Remote Customer Experience Team Lead in Leicester

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.

KatKin operates a direct-to-consumer (D2C) model supported by a first-class, dedicated customer service team, allowing us to build valuable relationships and foster a passionate customer community. Where the competition cuts corners, catfishes customers, and puts profits over health, KatKin puts cat well-being first. No shortcuts. No secret recipes.

As a Customer Experience Team Lead at KatKin, you will 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.

Your role will also involve analysing customer and team behaviour to identify areas for enhancement and seeking inspiration outside of KatKin to drive innovative improvements. A key part of your mission will be to shift your team's mindset to prioritise customer growth, encouraging a proactive approach to initiatives that enhance engagement and satisfaction.

• 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).
• Team Culture: Leverage company methodologies, team feedback, and your own initiative to cultivate a positive team culture and boost morale.
• 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.
• Customer Insights: Analyse trends in customer behaviour and identify opportunities to eliminate friction points.

You have a minimum of 1-2 years of experience managing a Customer Experience or Customer Care team, driving performance, and fostering growth. Proven ability to deliver effective onboarding and continuous training programs, ensuring team improvement and success. Experienced in setting and maintaining KPIs, consistently driving your team to meet or exceed productivity and quality standards.

You demonstrate strong emotional intelligence and a customer-first mindset, always striving for solutions that prioritise customer satisfaction. You understand the importance and urgency of tasks at hand, working collaboratively with fellow leads to achieve all your goals on time. You embrace technological and AI advancements to improve team performance and operational effectiveness.

Play a pivotal role in scaling our brand quickly. Competitive salary, AXA Health Insurance, including optical and dental coverage, annual personal development budget, company-contributed pension.

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.

Send your CV and brief responses to the following questions to nikki@katkin.com:

• Can you describe your experience managing a Customer Experience or Customer Care team? What specific strategies did you implement to drive performance and foster growth?
• Can you provide an example of how you used data to identify a problem within your team or customer interactions? What actions did you take based on your findings?
• How do you prioritise tasks and manage time in a fast-paced environment? Can you share an example of a situation where you had to quickly adapt to changing priorities?
• Which DTC brand has delighted you the most, and what did they do? What specific actions or approaches made a lasting impact on you as a customer?
• (Optional) If you have a pet, how would your experience as a pet parent influence your approach to customer experience?