Head of Customer Service Operations

📣 A bit about the role.

In Customer Love at Butternut Box and Marro, our North Star is to treat our customers the best they’ve ever been treated. This means delivering fresh food to happy dogs, cats and humans.

We are searching for an outgoing, proactive, Head of Customer Service Operations who cares passionately about the experience that our customers receive. This position reports into the Customer Love Director and is one of the most important roles in the Customer Love Leadership Team. The Customer Love team is made up of over 95 talented people across seven countries, and growing.

At Butternut Box and Marro, we strive to deliver exceptional customer experiences at every touch point, and improve upon on the 4.8* rating we have on Google and Trustpilot, something which we are super proud to hold. We go the extra mile for every customer, and operate in line with our values to surprise and delight each person with a friendly, caring and delightful approach.

You will be responsible for driving high performing results in our day to day operations across our global team, managing a team of specialists and proactively delivering initiatives to support the company strategy. This includes everything from goal setting, ownership of the delivery and complaints experience, incentivising commercial actions and ensuring we have a world class team in the right place at the right time.

This is a business partner role where you will be expected to excel at managing international stakeholders across the company, inspire action and change in others and never settle for ‘good enough’. You work at pace, you think outside the box and you lean into challenges.

This is a hybrid working role, where you will spend 3 days at the Box Office in White City (Monday, Wednesday and Thursday), with the need to travel to other locations throughout the year within Butternut.

❓What you’ll do:

• You’ll manage a team of specialists to support your business partnership across the Customer Love team, including operations, complaints and quality.
• You will be responsible for managing and continuously improving the delivery experience for our customers across all markets, working closely alongside the operations and CRM teams.
• You will oversee the complaints process for our physical product, supporting two complaints specialists based at our kitchens in Doncaster, England and Zabrsze, Poland.
• Own the after care and follow up process required for high touch customers, and those who have had recent poor experiences.
• Gather insights and analyse data to support your decision making and business cases, encouraging others to drive action based on your research.
• Run improvement projects cross functionally and across markets, as well as internally within the customer love function working closely with the regional customer love managers.
• Design and own the commercial goals of customer love, including cross selling, retention strategy and service level recovery management.
• Own the quality assurance strategy across all markets, managing our quality specialist and ensuring the needs of the customer and the company are balanced.
• Manage the ongoing resourcing needs of the Customer Love team, forecasting team members required and planning recruitment and onboarding where required.
• Communicate to the Butternut and Marro leadership teams on the planning, status and delivery of ongoing goals and projects.
• When we launch into new countries you are quick to set up the same standards and operations to get market parity as quickly as possible.
• Manage and take ownership of the global Customer Love budget across wages and overheads.

👋 A bit about you.

• You are a strong presenter and public speaker, and can naturally tell the story alongside the numbers.
• People are bought in to what you say and will want to do their best for you, you have a natural confidence and charisma which is balanced with humility and kindness.
• You can easily navigate your way around data tools, build and maintain spreadsheets and create compelling business cases across reports and presentations.
• You excel at analytics and being able to provide actionable insight to the departments you work with closely, being able to back up your insights with numbers.
• You have strong commercial acumen, you understand a PnL inside out, and understand the importance of retention and customer LTV.
• You have a keen eye for detail and trends, but you balance this with a bias to action.
• You are a ‘can do’ person, with a glass half full and you never let perfection get in the way of improvement.
• You are creative with your ideas, you are always coming up with new delightful moments from a place of ‘what’s the best thing we can do for our customers’
• You communicate effectively face to face, in meetings, over emails and on slack with the people you work with, including stakeholders, your team and senior leadership.
• You’re able to quickly respond to ad hoc requests and make good decisions while under pressure. When things go wrong you are quick to get them under control
• You pride yourself on being accountable and having ownership of your personal and team goals.

📢 Our interview process:

• Application review
• Initial call (45 minutes): Introductory chat with our Talent Partner.
• Technical interview (1 hour): This will be a remote call for the team to learn more about your skills and experience.
• Take home task: This will be sent to you via email and will be used to understand more about your technical skills.
• In person values interview (1 hour and15 minutes): In person interviews in our office in White City where you will meet with both our Customer Love Director and Co-founder. It will be a blend of competency questions, values based questions and getting to know you personally.

ℹ️ Logistics:

• We work 3 days per week from our West London office (Monday, Wednesday and Thursday) and 2 days from home. This is non negotiable, so please only apply if you’re within a reasonable commute of London.
• We reserve the right to close the position if we receive a lot of applications.We’re a small recruitment team so do bear with us - we aim to respond to all applicants personally.
• We are unable to offer visa sponsorship for this role.
• We are not looking for recruitment agency support for this role.

🐶 A bit about us. 

At Butternut, we put the food back into dog food. We believe dogs deserve to eat the healthiest, most natural and tastiest food with none of the nasties. That’s why we make freshly prepared dog food. Cooked like you would at home. Delivered in perfect portions. #LI-Hybrid

As a B-Corp certified company; you can be sure you are joining a sustainable company who care about our people, product and our impact on the environment.

Our goal is to help dogs live healthier, happier and longer lives whilst leaving humans smiling after every interaction. We’ve come a long way since our co-founders (Kev & Dave) hand-delivered the first Butternut Box, we now feed a lot of dogs across the UK - but we want to feed dogs everywhere. And to do this, we need a team of brilliant people who share that ambition to come and work with us. 

 🙌 A bit about what we offer.

• 25 days holiday (plus 8 bank holidays) and an additional day for every year of service 
• 5 paid 'paws' days per year to support to learning and/or wellbeing
• £500 personal learning & development budget 
• Butternut Box employee discount 
• Enhanced parental leave (52 weeks’ maternity leave inclusive of 26 weeks fully paid and 6 weeks fully paid paternity/secondary leave)
• Best office ever
• Cycle to work scheme
• Pension with NEST
• Private Medical Insurance with Axa
• Private Dental Insurance with Bupa
• Time off for fertility treatments and pregnancy loss
• Paid sabbaticals for squad members with 5 or more years at Butternut
• Discounted gym access through MyGymDiscounts
• Lots of office dogs (Chief, Basil, Jammy, Peggy, Pip, Winnie and many more….)

❗️A few things to note: 

• Butternut Box is an equal opportunity employer and we value diversity and inclusion. We welcome people of different nationalities, backgrounds, experiences, abilities and perspectives.
• As our business has grown so has our responsibility to our community, our planet and our business. We are not perfect, but we are committed to doing business the right way and continually improving our social and environmental performance.
• We're not afraid of putting extra weight on candidates from underrepresented groups. We want strong, diverse teams built from different backgrounds, experiences, and identities. We're ready for the ongoing work that goes into building an inclusive, supportive place for you to do the best work of your career.

#LI-Hybrid