What we do at KatKin
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. 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 62 million fresh meals to over 270,000 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 team. In 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. We’re 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 You’ll Love Working With Us
If you want to join an ambitious, mission-driven, high-growth startup that’s making a genuine difference to cats’ (and their people’s) lives, you’ll love working at KatKin. You’ll be surrounded by knowledgeable scientists, big creative thinkers, astute business minds, and a whole team of hardcore cat parents. We’re a small, entrepreneurial, creative team, focused on the mission to give all cats the food they deserve - 100% fresh human-grade meat.
The Role
We’re looking for a data-driven and experienced CX Retention Calling Manager to lead and scale our outbound customer calling team.
In this role, you’ll be responsible for building, developing, and optimising a high-performing calling team that drives measurable impact across customer retention and acquisition. You’ll oversee hiring, training, scheduling, quality assurance, and performance reporting, using data to continuously improve key metrics such as spoken-to rates, trial conversion, and retention.
Working closely with our Head of Customer Experience and Head of Retention, you’ll help define the outbound customer calling strategy and approach for how we engage different customer segments, using insights and analytics to guide decision-making.
Our outbound customer calling team plays a key role in the KatKin experience, speaking directly with customers to provide tailored advice, build trust, and strengthen long-term relationships. The team is already achieving strong results, but there's a huge opportunity to scale its impact, from reaching new customer segments to improving overall performance.
To Apply
Click apply, upload CV and give us some information about you
About us
We aim to encourage a culture where people can be themselves and be valued for their strengths. We’re 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@katkin.com
