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 ratesManage daily team operations, including rotas, workload allocation, performance reviews, and coachingFoster a culture of accountability, motivation, and continuous improvementOperational Excellence

Optimise and oversee QA processes to ensure high standards across customer callsLead reporting and team performance reviewsPerform month-end invoicingAssign calling priorities to maximise customer engagement and conversionPerformance Optimisation and Analytics

Analyse team performance data and call outcomes to identify trends and growth opportunitiesImplement process improvements to increase efficiency, effectiveness, and call conversion ratesReview and optimise commission structure for callersOwn the optimisation of call strategies, scripts, and workflowsCollaborate with senior leadership to align on strategic directionProvide insights to influence wider customer engagement initiativesAct as a subject matter expert in outbound callingWho you are

Proven experience managing and scaling an outbound calling teamStrong leadership skills with the ability to inspire, coach, and hold teams accountableHighly analytical and data-driven, comfortable using metrics to guide decisionsOperationally excellent: organised, detail-oriented, and able to juggle multiple prioritiesStrong communicator, confident in collaborating across departments and presenting insights to leadershipA proactive problem-solver who thrives in a fast-paced, growth-oriented environmentWhat we offer

Autonomy to deliver visible impact to the business25 days of holiday per year plus your birthday off and an extra day per year at KatKin4-week work-from-anywhere policyHybrid working up to 2 days WFH per week12 weeks paid parental leave for all new parentsDiscount on KatKin products and £500 for new cat parentsComprehensive AXA health insurance including optical and dental£800 yearly personal development budgetMacBook ProCompany pensionRegular company socials and Monday lunchesCats and dogs-friendly office, great banterNo egos and a small close-knit team

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