Overview
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. We operate a direct-to-consumer (D2C) subscription model with a dedicated customer service team, and our products are available through eCommerce and select third-party platforms.
About KatKin: we’re a small, entrepreneurial, mission-driven startup focused on giving all cats the food they deserve – 100% fresh human-grade meat.
About your 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 and will drive business impact through increased box-to-box conversion.
The outbound calling team contacts cat parents early in their KatKin journey, assisting with switching and product advice. There is significant opportunity for growth, including new calling segments and continued performance optimisation.
You’ll own the day-to-day management of our outbound calling team—from hiring and training to rotas, QA, and reporting. You will use data to continuously optimise team performance against key metrics such as spoken-to rates, trial conversion and retention, and you’ll have autonomy to build and scale a high-performing team.
Key responsibilities
* 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 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 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
* Collaborate with senior leadership to align on strategic direction
* Provide insights to influence wider customer engagement initiatives
* Act as a subject matter expert in outbound calling
Who you are
* 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
* Operationally excellent: organised, detail-oriented, and able to juggle multiple priorities
* 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
* Autonomy to deliver visible impact to the business
* 25 days of holiday per year plus your birthday off and an extra day per year at KatKin
* 4-week work-from-anywhere policy
* Hybrid working up to 2 days WFH per week
* 12 weeks paid parental leave for all new parents
* Discount on KatKin products 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 Monday lunches
* Cats and dogs-friendly office, great banter
* No egos and a small close-knit team
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